(a) Limitation on "subscriber complaint". For purposes of this section, a subscriber complaint does not include a routine request for service that is handled in the ordinary course of the franchisee's business.
(b) Written procedures. A franchisee shall establish and file with the Information Technology Officer written procedures for receiving, acting on, and resolving subscriber complaints without intervention by the County. The written procedures shall prescribe the manner in which a subscriber may submit an oral or written complaint that the franchisee has violated any provision of this article or the terms and conditions of any subscriber contract with the franchisee.
(c) Notice of results and proposed action or resolution. At the conclusion of a franchisee's investigation of a subscriber complaint, but in no event more than ten days after receiving the complaint, the franchisee shall notify the subscriber of the results of the investigation and any proposed action or resolution. At the subscriber's request, the notice shall be given in the same manner as the complaint was made. The franchisee shall also notify the subscriber of the subscriber's right to file a complaint with the Information Technology Officer. A subscriber may not undertake other proceedings to resolve a complaint until the procedure established by this subsection has been exhausted.
(d) County review of complaint. A subscriber who is dissatisfied with the franchisee's proposed action or resolution or who has not received a notification within the ten-day period in the manner specified pursuant to subsection (c) of this section may have the complaint reviewed by the County by filing with the Information Technology Officer a written complaint and any written notification from the franchisee within 20 days after receipt of the franchisee's notification or, if no notification was provided, within 30 days after filing the original complaint with the franchisee. The Information Technology Officer shall notify the franchisee promptly after receipt of the complaint. The Information Technology Officer may extend the time limits in this subsection for reasonable cause.
(Bill No. 54-06)