(A) All complaints by the Franchisor, subscribers, or other citizens regarding the quality of service, equipment malfunction, billing disputes, and other matters relative to the cable communications system shall be reasonably investigated by a franchisee.
(B) If the investigation does not result in the resolution of the complaint, the complaint shall be referred to the franchise administrator designated by the City. The franchise administrator shall mediate the complaint and issue a determination or appropriate recommendation to the franchisee and complainant. Either party may appeal the franchise administrator’s decision to the City Council or Advisory Board for final and binding resolution.
(Ord. 48, 6th Series, passed 10-5-2010)