(A) Grantee shall establish written procedures for receiving, acting upon and resolving subscriber complaints without intervention by the city consistent with the franchise. Grantee shall furnish a notice of such procedure to each subscriber. Grantee's complaint handling procedures shall be designed to accomplish the following:
(1) Receipt and acknowledgement of any complaint made in person or by telephone within four hours, regardless of the time the complaint is made.
(2) Acknowledgement of any complaint received by mail at grantee's office within ten business days of the date such complaint is made.
(3) Provide information to complainant regarding the right to have a complaint addressed by a city representative if it is not resolved by grantee.
(B) In the event that a subscriber complaint is not resolved to the satisfaction of the subscriber, the subscriber may request that the matter be presented to the City Manager for a hearing and resolution.
(C) In the event of a dispute between a subscriber and grantee regarding a bill, grantee shall promptly investigate the dispute and report the results to the subscriber. In the event the dispute is not resolved to the satisfaction of both parties, grantee shall inform the subscriber of all applicable complaint procedures. Further, if the subscriber notifies grantee of the disputed bill within five days after the due date, then the subscriber shall not be required to pay the disputed portion of the bill until the earlier of the following:
(1) Resolution of the dispute,
(2) Expiration of a 45 day period beginning on the date of issuance of the bill.
(D) Grantee shall respond within eight business hours to complaints made or referred to it by the city.
(E) In the event that cable service to any subscriber is interrupted, without fault of the subscriber or those within its control, for 24 or more consecutive hours, grantee shall provide each affected subscriber requesting same a pro rata rebate of the monthly fees for each 24-hour period of the interruption. In addition, customer service representatives of grantee shall have the discretion to grant refunds of up to one month for service interruptions.
(F) Grantee shall designate a "government liaison person" who shall be responsible for working with the City Manager or his or her designated representative to promptly resolve customer complaints.
(Ord. 4315, passed 11-12-96)