A licensee shall comply with the following subscriber complaint procedures. A subscriber complaint is any written or oral complaint by a subscriber to the town that the subscriber did not receive the service the subscriber requested consistent with the requirements of the license.
(A) The licensee shall ensure that all subscribers have recourse to a satisfactory process for submitting any complaints. Licensee shall respond to and resolve all subscriber complaints within a reasonable time. In case of written subscriber complaint, the licensee shall respond within 30 days. The licensee shall follow a written internal appeal procedure for resolution of disputes over subscriber complaints.
(B) Every licensee shall establish and maintain a written log listing all subscriber complaints. The written log shall include the name and telephone number, if given, of the subscriber making the complaint and the action taken by the licensee on the complaint. The record shall be maintained by the licensee for three years and to the extent permitted by federal law shall be available to the Town Manager and the public for inspection upon request during the licensee’s normal business hours. The licensee shall also report specific complaint categories that the licensee tracks as a reasonable measure of subscriber service response standards and is required to report in the license.
(C) A licensee shall provide, in writing, upon request of the Town Manager, a detailed description of any subscriber complaint and the action taken by the licensee.
(Ord. 2003-07, passed 9-25-2003)