A telephone number for the reception of complaints shall be provided to subscribers and the licensee shall maintain a repair service capable of responding to subscriber complaints within 24 hours after receipt of the complaint pursuant to the agreement. The licensee shall investigate and resolve all complaints regarding quality of service, equipment malfunction, billing disputes and other matters pursuant to the procedure set forth in the franchise agreement. The licensee will bear the cost included in making such repairs, adjustments or installations unless the licensee deems such repairs necessary due to neglect or abuse of a subscriber. All costs for repairs necessary due to neglect or abuse of a subscriber shall be borne by the subscriber.
(2005 Code, § 13-602)