(a) Definition. For the purposes of this chapter, “complaint” means any communication by a subscriber or potential subscriber expressing dissatisfaction with any nonprogramming aspect of the TWC’s business or operation of the system.
(b) Complaint Resolution Process. TWC shall have a complaint resolution process in writing which shall, at a minimum, incorporate the provisions of this chapter. In connection with this section, TWC shall have a standardized form in use for such complaints.
(c) Time Period for the Resolution of Complaints. Except where another time period is required by any other provision of this chapter, TWC shall make its best efforts to resolve, as soon as practicable and in no event later than ten (10) business days, all complaints after they are received by TWC. Within five (5) business days of receiving a written complaint from a subscriber or potential subscriber or a complaint forwarded to the grantee by the City Manager or its agent, TWC shall notify the person who made the complaint, either by telephone or in writing, that the complaint has been received and that TWC will make its best efforts to resolve such complaint within ten (10) business days of receipt of such complaint by TWC.
(d) Referral of Complaints from the City or Agent to TWC.
(1) If the City or its agent is contacted directly about a complaint concerning TWC, the City or its agent shall notify TWC.
(2) Within ten (10) business days after being notified about the complaint, TWC shall issue to the City and its agent a report thoroughly detailing TWC’s investigation of the complaint, describing TWC’s findings with respect to the complaint, explaining any corrective steps which TWC is taking and indicating that the person who registered the complaint has been notified of the resolution. TWC’s obligation to provide such a report may be satisfied by the submission to the City and its agent of a copy of TWC’s letter to the subscriber, provided that TWC shall provide additional information at the reasonable request of the City and its agent.
(Ord. 1994-51. Passed 8-9-94.)