§ 114.25 Service Procedures

During the term of the franchise, a toll-free telephone number shall be provided by the Grantee to receive complaints regarding quality of service, equipment malfunctions, and similar matters. The office shall be open to receive inquiries or complaints from subscribers during normal business hours, Monday through Friday.

1. Any complaints from subscribers shall be investigated and acted upon as soon as possible, but at least within five business days of their receipt. The Grantee shall keep a maintenance service log which will indicate the nature of each service complaint, and the date and time it was received.

2. The Grantee shall, by appropriate means, such as a card or brochure, as subscribers are connected or reconnected to the system, furnish information concerning the procedures for making inquiries and/or complaints, including the name, address, and toll-free number of the Grantee.

3. The equipment installed by the Grantee on behalf of the subscriber shall remain the property of the Grantee, and shall be subject to reasonable inspection and service by the Grantee at reasonable hours, and removal upon nonpayment or termination of the service.

4. In the event that any subscriber fails to meet his or her obligations according to payment for services and to meet reasonable Grantee rules and regulations, the Grantee shall have the right to withhold or deny services to such subscriber.