2002 FEBRUARY - Laserfiche WebLink

6.52.060 subsection C4 of this section. D. Verification Of Compliance With Standards: 1. Upon thirty (30) calendar days' prior written notice, grantee shall re- spond to a request for information made by grantor regarding grantee's compliance with any or all of the stan- dards required in subsections A, B, and C of this section. Grantee shall provide sufficient documentation to permit grantor to verify grantee's compliance for the previous twenty four (24) month period. Grantee may request, and grant- or shall not unreasonably deny, a re- quest for a reasonable extension of time in which to produce such documenta- tion. 2. A repeated and verifiable pattern of noncompliance with the consumer protection standards of subsections A through C of this section, after grantee's receipt of due notice and a reasonable opportunity to cure, may be deemed a material breach of the fran- chise agreement. 3. In order to determine whether sufficient telephone lines are provided, the grantor may require, upon thirty (30) calendar days' written notice, the grantee to submit a report verifying the adequacy of its telephone line capacity. If grantee is unable to provide such a report, grantor may require that a busy study, traffic study or other study be conducted, at grantee's expense, if any, by the local telephone company. Should grantee have its own telephone equip- ment which can report on telephone line(s) usage, the grantee may submit such report from its own system. The grantor, pursuant to subsection A3 of this section, may require grantee to acquire equipment to determine compli- ance with the telephone answering standards of this section. 4. Should the grantor determine that insufficient telephone lines or inade- quate staff exists, grantee shall take necessary steps to ensure that adequate telephone lines and/or staffing are available to permit grantee to satisfy its obligations under this chapter and the franchise. Consideration shall be given for periods of promotional activities or outages. The monthly billing period shall be considered as a normal, daily activity for purposes of determining the availability of adequate telephone lines and/or staffing. E. Subscriber Complaints And Dis- putes: 1. Grantee shall establish written procedures for receiving, acting upon and resolving subscriber complaints without intervention by the grantor. The written procedures shall prescribe the manner in which a subscriber may submit a complaint either orally or in writing specifying the subscriber's grounds for dissatisfaction. Grantee shall file a copy of these procedures with grantor. The written procedures shall include a requirement that grantee respond to any written complaint from a subscriber within thirty (30) days of receipt. 2. Upon prior written request, grantor shall have the right to review grantee's response to any subscriber complaints in order to determine grantee's compli- ance with the franchise requirements, (Pleasanton February 2002) 192_10