(A) Unresolved complaints concerning the system or its operation or maintenance may be directed to the City Administrator.
(B) The procedure to handle complaints shall be as follows.
(1) Within 30 days from the occurrence of the facts and circumstances giving rise to a complaint or grievance, the complainant shall state his or her complaint or grievance to the grantee in writing. In the event such a complaint or grievance is received by the grantor, the same shall be forwarded to grantee in writing.
(2) Within five business days from the receipt by the grantee of a complaint from the grantor, the grantee shall state to complainant its intentions with respect to the complaint in writing.
(3) Unresolved complaints concerning the system or its operation or maintenance shall be directed to the city. The city shall promptly forward the complaint to the grantee or shall bring the question up by correspondence with the grantee. Within such time as may be reasonably prescribe by the city, the grantee shall resolve the complaint or advise the city of its refusal or inability to do so. When the grantee resolves the complaint, it shall so notify the city. If a complaint has not been resolved, the city may take any appropriate action authorized by this chapter.
(4) All subscribers shall be notified by the grantee of these complaint procedures in writing at the time of their initial installation and on the cable bills on an annual basis; provided that, the grantor provides similar notice on the government access channel.
(5) Nothing herein shall limit or alter the requirement or requirements contained in this chapter for customer service standards as contained in Exhibit “A” attached to the ordinance codified herein.
(6) The grantor shall be notified of action taken to resolve grievances or complaints.
(2011 Code, Ch. 43, Art. 5, § 6.5)