(A) The grantee will provide a location, available during normal business hours, within the city where subscribers may pay bills and return equipment and a local and toll-free telephone access line. The local and toll-free call telephone access line will be available to its subscribers 24 hours a day, seven days a week.

(1) Trained representatives of the grantee shall be available to respond to customer telephone inquires during normal business hours. Each such employee shall be trained to perform efficiently the various tasks, including responding to consumer inquires and complaints, necessary to provide consumer services in a responsible and courteous manner.

(2) After normal business hours, the telephone access line may be answered by a service or an automated response system, including an answering machine. Inquires received after normal business hours must be responded to by a trained representative of the grantee within 24 hours after receipt of the complaint.

(C) Under normal operating conditions, the customer will receive a busy signal less than 3% of the time.
(Ord. 940.7A, passed - - )

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