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 ordinance.
B. An MCS provider's complaint/inquiry resolution policy shall be reduced to 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 ordinance.
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 twenty-four (24) hours after receipt of the complaint/inquiry;
2. every attempt will be made to resolve the complaint/inquiry within twenty-four (24) 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 ordinance;
4. informing subscribers of the credit/refund policy which is consistent with this ordinance, and any applicable State regulations; and
5. informing subscribers of the billing disputes policy which is consistent with this ordinance, and any applicable State regulations.