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A. Each grantee shall maintain a comprehensive complaint resolution policy that is in writing, and such policy shall be provided to persons at the time of initial subscription and whenever amended; it shall be available, upon request, to any person.
B. A grantee may not disconnect a subscriber if the subscriber files a complaint with a grantee prior to the scheduled date for disconnection, disputing charges owed, until the complaint is addressed in writing by the grantee.
C. The city may adopt procedures for complaint resolution if it determines that the grantee's complaint resolution process is unfair to subscribers, or if a grantee fails to comply with its obligations under this section. (Ord. 2009-08, 7-16-2009)