705.18 SERVICE COMPLAINT PROCEDURE.

   (a)   Any company selected as a franchisee hereunder shall designate a representative, who will be available at the company's local office at reasonable hours, and who will be authorized to answer, and make adjustments in response to, all service complaints of the public, including quality of service and equipment malfunctions. If attempts at settling the subscriber-company dispute fail at the representative level, the complainant may petition Council for the appointment of a three-member arbitration board. The arbitration board shall be comprised of one member selected by Council, one member selected by the franchisee and one member selected by, and mutually agreeable to, the other two members. The arbitration board thus empaneled shall be authorized to hear testimony in an orderly and fair manner from both sides of the controversy and render final judgment thereof. No judgment rendered by the arbitration board shall be construed as precluding an otherwise actionable controversy in a court of law of competent jurisdiction.

   (b)   At least annually, the company shall solicit comments from each of its subscribers regarding local programming, the technical quality of its service, and other CATV-related topics as Council may request.

(1979 Code 115.18)