§ 5.16.450. Other records required.

A franchisee shall make available for inspection by the City Administrator in the city during normal business hours within ten (10) business days a written request the following records for the preceding twelve (12) months or such longer period as the franchisee may be required to maintain the records under applicable state or federal law:

A.

Records of all escalated complaints received, their nature and resolution. The term "complaints" refers to complaints about any aspect of the franchisee's construction, operations or repairs activities whether received directly by the franchisee or forwarded to the franchisee by the city or other agencies;

B.

Records of outages known to the franchisee, their cause and duration;

C.

Records of service calls for repair and maintenance indicating the nature of the call for service, the date and time service was requested, the date of acknowledgment and date and time service was scheduled (if it was scheduled), and the date and time service was provided, and (if different) the date and time the problem was solved;

D.

Records of installation/reconnection and requests for service extension, indicating date of request, date of acknowledgment, and the date and time service was extended;

E.

Records sufficient to show whether the franchisee has complied with each customer service standard that applies to it; and

F.

Records identifying all credits and/or refunds for outages, missed appointments and other service refunds, provided to any.

(Ord. 12729 § 1 (part), 2006)