§ 10-116. Subscriber complaints.

(a)

The company shall receive, act upon and resolve subscriber complaints, except for initial billing disputes and service calls, in accordance with the following standards:

(1)

The company shall establish written procedures prescribing the manner in which a subscriber may submit a complaint either orally or in writing specifying the subscriber's grounds for dissatisfaction. The company shall file a copy of these procedures with the city clerk.

(2)

Any complaints from subscribers shall be investigated and acted upon as soon as possible, but at least within three (3) business days of their receipt. The company shall keep a log of all complaints received describing the nature of each complaint, the date and time it was received, the disposition of the complaint and the time and date thereof. This log shall be made available for inspection of the city for the period of one (1) year preceding any request.

(b)

The city shall have the right to review the company's response to subscriber complaints in order to determine the company's compliance with the franchise requirements. In the event of an unresolved dispute between the company and a subscriber, it shall be the right of the cable commission to mediate a resolution.

(Ord. No. 80-470, § 1, 11-9-94)