§ A343-13. Designation of complaint officer.

A. 

Pursuant to N.J.S.A. 48:5A-26a, the Township's Business Administrator/Township Clerk (hereinafter referred to as the "complaint officer") is hereby designated as the Municipal complaint officer to receive and act on complaints by subscribers to cable television reception service provided to the Township's customer subscribers. All complaints shall be received and processed in accordance with the policy established by the Township Committee as set forth below.

B. 

When a verbal or written complaint is received by the complaint officer from a subscriber resident concerning any cable television reception problem or related cable television issue, the complaint officer and/or his/her designee shall immediately contact Cablevision by the quickest means possible in order to resolve the problem. Such notification may be transmitted in writing by regular mail or by telephone, depending upon the severity of the problem.

C. 

It shall be the responsibility of the complaint officer or his/her designee to explain the problem or issue in full to a representative of Cablevision and to request a response as to the nature or cause of the problem and when it shall be resolved. Whenever possible, and depending on the nature and extent of a problem, the company shall make every good faith attempt to restore service or resolve a related cable television service issue in accordance with N.J.A.C.14:18-3.13. The complaint officer will provide the company with the name(s) and address(es) of the subscriber complainant(s) as well as the essential facts upon which the complaint(s) is based, including the dates and times associated with cable reception failure and/or other related cable television issues which initiated the filing of a complaint. The complaint officer and the company will make every reasonable effort to find a solution in a timely fashion.

D. 

At the request of the Township, the company and the Township's complaint officer shall meet at least semiannually to review all matters relating to cable television in the Township, including customer complaints.