(A) An MCS provider is required to develop a comprehensive complaint/inquiry resolution policy that is consistent with the rules and regulations outlined in this chapter.
(B) An MCS provider's complaint/inquiry resolution policy shall be reduced in writing, and such policy shall be available upon request to any person. In any event, a subscriber shall receive notice of such policy in the manner that is prescribed by this chapter.
(C) The Council/franchising authority shall establish a neutral, third-party appeal process to handle complaints/inquiries that are not satisfactorily resolved at the MCS provider level.
(D) An MCS provider's complaint/inquiry resolution policy shall contain at least the following minimal standards:
(1) The initial response to a complaint/inquiry shall occur no later than 24 hours after receipt of the complaint/inquiry;
(2) Every attempt will be made to resolve the complaint/inquiry within 72 hours after receipt of the complaint/inquiry;
(3) Complaints/inquiries that fall into the category of service inquiries shall abide by the procedure set forth in this chapter;
(4) Informing subscribers of the credit/refund policy which is consistent with this chapter, and any applicable state regulations; and
(5) Informing subscribers of the billing disputes policy which is consistent with this chapter, and any applicable state regulations.
(Ord. 4-1994-20, passed 4-12-94) Penalty, see § 112.999