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2007-09-26 CC Packet
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2007-09-26 CC Packet
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<br />DRAFT <br /> <br />5.5.3 Subjcctto the Grantee's obligations pursuant to law regarding privacy of certain <br />information, the Grantee shall prepare and maintain written records of all <br />complaints received from the City and the Commission and the resolution of such <br />complaints, including the date of such resolution. Such written records shall be <br />onlile at the ofl1ce of the Grantee. The Grantee shall provide the City and/or the <br />Commission with a written summary of such complaints, upon request. As to <br />Subscriber complaints, Grantee shall comply with FCC record-keeping <br />regulations, and makc the results of such record-keeping available to the City <br />ancf!or the Commission, upon request. <br /> <br />5.5.4 Excluding conditions beyond the control of the Grantee. the Grantee shall <br />commence working on a service interruption within twenty-four (24) hours aileI' <br />the service interruption becomes known and pursue to conclusion all steps <br />reasonably necessary to correct the interruption. The Grantee must begin actions <br />to correct other service problems the next business day aileI' noti lication of the <br />service problem, and pursue to conclusion all steps reasonably nccessary to <br />correct the problem. <br /> <br />5.5.5 The Grantee may schedule appointmcnts 1'01' Installations and other service calls <br />either at a specilic time or, at a maximum, during a four-hour time block during <br />the 110urs 01'9:00 a.m. to 8:00 p.m., Monday through Friday, and 9:00 a.m. to 5:00 <br />p.m. on Saturdays. The Grantee may also schedule service calls outside such <br />bours for thc convcnience of customcrs. Thc Grantec shall use its bcst c1Torts to <br />not cancel an appointment with a customer aileI' the close of busincss on the <br />business day prior to the scheduled appointment. I f the installer or technician is <br />late and will not meet the specified appointment time, he/she must use his/her best <br />elIolts to contact (he customer and reschedule the appointment at (he sole <br />convenience of the customer. Service call appointments must be met in a manner <br />consistent with FCC standards. <br /> <br />5.5.6 The Grantee shall respond to written complaints from the City and the <br />Commission in a timely manner, and provide a copy of each response to the City <br />and the Commission within thirty (30) days. rn addition, the Grantee shall <br />respond to all written complaints from Subscribers within (30) days of receipt of <br />the complaint. <br /> <br />5.6 Subscliber Contracts. <br /> <br />The Grantee shall file with the Commission any standard form Subscriber contract <br />utilized by Grantee. If no such written contract exists, the Grantee shall file with the <br />Commission a document completely and concisely stating the length and terms of the <br />Subscriber contract offered (0 customers. The length and terms of any Subscriber <br /> <br />30 <br /> <br />?~ <br />
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