§ 66-16. Maintenance and service complaint procedures.
Latest version.
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A.Throughout the term of its franchise, the qualifying company shall maintain all parts of the system in good, working condition. However, realizing that service interruptions may occur, the township and the qualifying company deem it necessary to establish a cooperative, coordinated procedure for the resolution of subscriber complaints. The township shall appoint a Complaint Officer who shall be responsible for assuring that all complaints are satisfactorily and promptly resolved through the office of the qualifying company required to be established under this chapter.B.The procedure for reporting service problems and the responsibilities of township and qualifying company in this regard shall be as follows:(1)As to the qualifying company. Upon finding cable service problems, the subscriber shall report the same to the qualifying company by communicating with its local business office required to be established under this chapter and action shall be taken as provided in this chapter. In this connection, the qualifying company shall keep a record in its offices of every complaint received, together with a memorandum indicating the manner of disposition thereof. Said records shall be kept for two calendar years after the date of disposition of the matter reflected therein. Said records shall be available for review or inspection by the township, the Complaint Officer or any other designee of the Board of Supervisors during regular business hours. At least one time each calendar year, qualifying company shall send to all of its current subscribers a complaint form, setting forth the procedure for reporting a complaint and indicating that any complaint not promptly and properly resolved may be registered with the Township Complaint Officer. Said complaint form shall be given to each subscriber at the time of initial connection to the system of qualifying company.(2)As to the township. The Township Complaint Officer shall conduct investigations of unresolved complaints in a manner he deems necessary in order to effectuate resolution thereof. He shall maintain records of all complaints and the disposition thereof in the office of the township and the same shall not be destroyed or disposed of for a period of two years following resolution of the matter about which a complaint was received. Whenever the Complaint Officer believes that the company is not providing proper service, the Complaint Officer shall bring this matter to the attention of the Board of Supervisors and an appropriate conference with qualifying company shall be convened in order to effectuate resolution.