Complaint File and Reports. (A) Grantee shall keep an accurate and comprehensive file of any complaints regarding the Cable System, in a manner consistent with the privacy rights of Subscribers, and Grantee's actions in response to those complaints. These files shall remain available for viewing to the City during normal business hours at Grantee’s local business office.
(B) Within thirty (30) days of a written request, Grantee shall provide the City a quarterly executive summary in the form attached hereto as Exhibit B, which shall include the following information from the preceding quarter:
(1) A summary of service calls, identifying the number and nature of the requests and their disposition;
(2) A log of all service interruptions;
(3) A summary of customer complaints referred by the City to Grantee; and,
(4) Such other information as reasonably requested by the City. The parties agree that the City’s request for these summary reports shall remain effective, and need only be made once. Such a request shall require the Grantee to continue to provide the reports quarterly, until further written notice from the City to the contrary.
Complaint File and Reports. 1. The Operator shall keep an accurate and comprehensive file of any and all complaints regarding the technical service of the System, and any other written complaints, in a manner consistent with the privacy rights of Subscribers, and the Operator's actions in response to those complaints.
2. A summary of service requests for any specific month or quarter within a given year, identifying the number and nature of the requests and their disposition, shall be provided upon request to the City within thirty (30) days of the Operator's receipt of the request.
3. A log of all service interruptions shall be maintained and provided to the City quarterly.
Complaint File and Reports. (A) Grantee shall keep an accurate and comprehensive file of any and all complaints regarding the Cable System, in a manner consistent with the privacy rights of Subscribers, and Xxxxxxx's actions in response to those complaints. Those files shall remain open to Grantor during normal business hours. Upon written request, Grantee shall provide an executive summary report quarterly (within 45 days of the end of the preceding quarter) to Grantor, which shall include the following information:
(1) Nature and type of customer complaints;
(2) Number, duration, general location and customer impact of unplanned service interruptions;
(3) Any significant construction activities which affect the quality or otherwise enhance the service of the Cable System;
(4) Average response time for service calls;
(5) Phone activity report that includes use of automated response unit or voice response unit in answering and distributing calls from Subscribers at all call centers whether the calls are answered by a live representative, by an automated attendant or abandoned after 30 seconds of call waiting;
(6) New areas constructed and available for Cable Service, including multiple dwelling units;
(7) Video programming changes (additions/deletions);
(8) Subscriber reports indicating the total number of Subscribers by service categories in such format as Grantee customarily prepares such reports; and
(9) Such other information about special problems, activities, or achievements as Grantee may want to provide Grantor.
(B) Grantor shall also have the right to request such information as appropriate and reasonable to determine whether or not Grantee is in compliance with applicable Customer Service Standards, as referenced in Section 6.1. Grantee shall fully cooperate with Grantor and shall provide such information and documents as necessary and reasonable for Grantor to evaluate compliance. Grantee reserves the right to object to any request made under this Section as unnecessary, unreasonable or inappropriate under the circumstances.
Complaint File and Reports. Grantee shall keep an accurate and comprehensive file of any and all complaints regarding the System, and Xxxxxxx's actions in response to those complaints, in a manner consistent with the privacy rights of Subscribers. Those files shall remain open to Grantor during normal business hours and shall be retained for a period of one year. Upon written request, Grantee shall provide an executive summary report to the City or any designated agent in a format substantially similar to the report it provides to the City of Tacoma Franchise Administrator. Upon request, Grantee shall provide a report to the Grantor which can, at Grantor’s option, include the following information:
(A) Nature and type of customer complaints;
(B) Number, duration, general location and customer impact of unplanned service interruptions;
(C) Any significant construction activities which affect the quality or otherwise enhance the service of the System;
(D) Average response time for service calls;
(E) New areas constructed and available for Cable Service;
(F) Video programming changes (additions/deletions); and
(G) Such other information as reasonably requested by Xxxxxxx.
Complaint File and Reports. Grantee shall keep an accurate and comprehensive file of any and all complaints regarding the System, and Xxxxxxx's actions in response to those complaints, in a manner consistent with the privacy rights of Subscribers. Those files shall remain open to Grantor during normal business hours and shall be retained for a period of one year. Upon request, Grantee shall provide a report to the Grantor which can, at Grantor’s option, include the following information:
(A) Nature and type of customer complaints;
(B) Number, duration, general location and customer impact of unplanned service interruptions;
(C) Any significant construction activities which affect the quality or otherwise enhance the service of the System;
(D) Average response time for service calls;
(E) New areas constructed and available for Cable Service;
(F) Video programming changes (additions/deletions); and
(G) Such other information as reasonably requested by Xxxxxxx.
Complaint File and Reports. Grantee shall keep an accurate file of any and all complaints regarding the Cable System, in a manner consistent with the privacy rights of Subscribers, and Grantee’s actions in response to those complaints. These files shall remain open to the Town during normal business hours. Grantee shall provide the Town a quarterly executive summary which shall include the following information:
(A) A summary of service calls, identifying the number and nature of the requests and their disposition; A log of all service interruptions;
Complaint File and Reports. The Utility shall keep an accurate and comprehensive file of any and all significant complaints regarding the operation of the Facilities, in a manner consistent with the privacy rights of consumers, and the Utility' actions in response to those complaints. Subject always to limitations imposed upon the Utility respecting the protection of personal information and the protection of privacy, these files shall remain open to the County and the public during normal business hours. The Utility shall provide the County an executive summary monthly, which shall include information concerning customer complaints.
Complaint File and Reports. (A) Grantee shall keep an accurate and comprehensive Record of any and all complaints regarding the operation and performance of the Cable System within the Franchise Area, and that require a service call, in a manner consistent with the privacy rights of Subscribers, and Xxxxxxx's actions in response to those complaints. Those Records shall be retained for three (3) years, and remain available to Grantor during normal business hours.
(B) Upon written request, Grantee shall provide an executive summary report Quarterly (within forty-five (45) days of the end of the preceding Quarter) to Grantor, which shall include the following information:
(1) Nature and type of customer complaints.
(2) Number, duration, general location and customer impact of unplanned service interruptions.
(3) Any significant construction activities which affect the quality or otherwise enhance the service of the Cable System.
(4) Subscriber reports indicating the total number of Subscribers by service categories in such format as Grantee commonly prepares such reports, including Total Subscribers, Equivalent Billing Unit (“EBU”) Reporting Number, Basic Service Subscribers, and “Pay” Subscribers.
(5) Total disconnections and major reasons for those disconnections.
(6) Total number of service calls.
(7) Video programming changes (additions/deletions).
(8) A Telephone Response activity report provided in a manner consistent with the requirements of Section 6 showing Total Calls Answered within thirty
Complaint File and Reports. (A) Grantee shall keep an accurate and comprehensive file of any complaints regarding the Cable System, in a manner consistent with the privacy rights of Subscribers, and Grantee's actions in response to those complaints.
(B) Within thirty (30) days of a written request, Grantee shall provide Grantor a quarterly summary, which shall include the following information from the preceding quarter:
(1) A summary of service calls, identifying the number and nature of the requests and their disposition;
(2) A log of all service interruptions;
(3) A summary of customer complaints referred by Grantor to Grantee; and,
Complaint File and Reports. (A) Grantee shall keep an accurate and comprehensive file of any and all complaints regarding the Cable System, in a manner consistent with the privacy rights of Subscribers, and Xxxxxxx's actions in response to those complaints. Those files shall remain open to Grantor during normal business hours. Grantee shall provide an executive summary report quarterly (within forty-five (45) days of the end of the preceding quarter) to Grantor, which shall include the following information:
(1) Nature and type of customer complaints;
(2) Number, duration, general location and customer impact of unplanned service interruptions;
(3) Any significant construction activities which affect the quality or otherwise enhance the service of the Cable System;
(4) Average response time for service calls;
(5) Phone activity report;
(6) New areas constructed and available for Cable Service, including multiple dwelling units;
(7) Video programming changes (additions/deletions); and
(8) Such other information about special problems, activities, or achievements as Grantee may want to provide Grantor.
(B) Grantee shall also provide monthly Subscriber reports to Grantor indicating the total number of Subscribers by service categories in such format as Grantee customarily prepares such reports. Grantor shall also have the right to request such information as appropriate and reasonable to determine whether or not Grantee is in compliance with applicable Customer Service Standards, as referenced in Section 6.1. Grantee shall fully cooperate with Grantor and shall provide such information and documents as necessary and reasonable for Grantor to evaluate compliance.
