2007-09-26 CC Packet - Laserfiche WebLink

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