§ 10-26. Hearing and determination of complaints.

(a)

Grantee shall establish written procedures for receiving, acting upon and resolving subscriber complaints without the intervention of the city. The written procedures shall prescribe the manner in which a subscriber may submit a complaint, either orally or in writing. Grantee shall file a copy of these procedures with the city.

(b)

In the event the intervention of the city is requested, the city, shall upon its own motion or upon complaint of any person or subscriber of a grantee, have authority to hear and determine all complaints concerning the charges, rules, regulations, practices, quality of service, reception, construction, and operation of the cable system. The grantee shall cooperate with the city in resolving any complaint informally, to the extent such complaint may be resolved without formal hearing.

(c)

In the event a complaint is not resolved informally, the city may conduct a hearing on the complaint. The city shall give all interested parties, including grantee, at least twenty (20) days notice of the time and place of the hearing. grantee shall comply with the decision of the city to resolve the complaint, so long as the decision is reasonable.

(d)

In the event the parties are unable to reach a resolution, the city and grantee may, by mutual agreement (both as to whether to hire and whom to hire), employ the services of technical, financial or legal consultants, as arbitrators. All reasonable fees of the consultants shall be borne equally.

(Ord. No. 80-512, § 1, 6-24-97)