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<br />( <br /> <br />( <br />\. <br /> <br />necessary, Grantee shall give reasonable notice thereof to <br />subscribers. All costs incurred in repairing System and ha_ndling <br />complaints shall be paid by Grantee, and if service is <br />interrupted or discontinued for a total period of more than 4-8 <br />hours in any 30 day period, subscribers shall be credited pro rata <br />for such interruption. The cause of any such interruption shall <br />be removed and service restored as promptly as reasonably <br />possible. <br /> <br />B. <br /> <br />Grantee shall maintain an office in the North Suburban area <br />which shall be opened during all usual business hours, have a <br />listed local telephone, and be so operated that complaints and <br />requests for repairs or adjustments may be received at any <br />time, seven days per week, consistent with the procedures for <br />same in Offering. <br /> <br />(1) Notice of this information shall be provided to all <br />new subscribers at time of subscription and to <br />existing subscribers annually. <br /> <br />(2) Grantee shall not engage in the sale of television <br />sets or provide other television repair service, but in <br />the event such service is required, shall promptly <br />notify subscriber of that need for service. <br /> <br />(3) All complaints by City, subscribers, or other persons <br />regarding the quality of service, equipment <br />malfunction, billing disputes, and any other matters <br />relative to the System, shall be investigated and <br />responded to by a service representative at the <br />location of the complaint by Grantee within 24- <br />hours. If reasonably possible, Grantee shall rectify <br />the cause of all valid complaints. If a compliant is <br />not rectified within seven days, the complainant <br />may then file the complaint with City. <br /> <br />(4) City and Grantee shall prepare and maintain a <br />record of all complaints- made to them. If at any <br />time after the filing of a complaint with City, City <br />determines, in its sole discretion, that the complaint <br />represents a violation of this Franchise, any law, <br />ordinance or regulation, or represents a failure in <br />the performance of Grantee pursuant to this <br />Franchise, City may, in addition to any other <br />remedy available to it, issue written notice <br />specifying the nature of the complaint and ordering <br />Grantee to appear at the next regularly scheduled <br />Council meeting or at a special meeting of the <br />Council called for this purpose. At said Council <br />meeting, Grantee shall explain its failure to rectify <br />the complaint and show cause why the Council <br />should not institute default proceedings. Failure by <br />Grantee to appear may result, at the sole discretion <br />of City, in the termination of this Franchise. <br /> <br />- 22 - <br />