Orange County NC Website
Browse       Search
density. Such refunds shall not be due to requesting parties after two (2) years <br /> from the date of completion of a Cable Service extension. <br /> Section 6. Customer Service Standards <br /> A. Grantee agrees to operate its Cable System in a manner consistent with the FCC <br /> Customer Service Standards. <br /> B. When calling in person on Customers or other residents, all employees or <br /> authorized representatives of the Grantee are required to display an employee <br /> identification card with their name and photograph that can be used for <br /> verification of the representative's relationship with the Grantee. The Grantee's <br /> vehicles shall display the name or identity of the cable company. The Grantee <br /> shall make a reasonable effort to cause its subcontractors' vehicles to be identified <br /> in a like fashion. <br /> C. The Grantee shall be responsible for adopting and implementing Customer <br /> complaint procedures, and for advising Customers of the availability of these <br /> procedures. The procedures shall be designed to resolve Customer complaints in <br /> a timely satisfactory manner; to develop sensitivity and responsiveness to <br /> Customer needs by the Grantee and its management; and to improve the quality <br /> and dependability of services to Customers by the Grantee. <br /> D. The Grantee shall render efficient service, make repairs promptly and interrupt <br /> service only for good cause and for the shortest time possible. Franchise wide <br /> planned interruptions not within the midnight to 6:00 A.M. period, insofar as <br /> possible, shall be preceded by notice to Customers. <br /> E. Grantee shall upon customer request credit the Customer's accounts for verifiable <br /> outages within its control of twenty-four (24) hours or more for the levels of <br /> service affected by such outage. Credits for outages will be issued no later than <br /> the Customers next billing cycle following the determination that a credit is <br /> warranted. <br /> Section 7. Customer Privacy <br /> In accordance with 47 U.S.C. § 551, the Grantee shall, no less than annually, provide a <br /> privacy notice in the form of a separate written statement to Customers as required by the <br /> provisions of the Act. <br /> Section 8. Compensation,Auditing and Other Payments <br /> A. The Grantee shall pay the Grantor throughout the term of this Franchise, as <br /> compensation, an annual Franchise Fee of five percent (5%) of the Grantee's <br /> Gross Revenues. <br /> 7 <br />