1. Complaints to Grantee. Grantee shall establish written procedures for receiving, acting upon, and resolving subscriber complaints without intervention by the City. The procedures shall prescribe the manner in which a subscriber may submit a complaint, either orally or in writing. Grantee shall complete its investigation of a subscriber’s complaint within ten days after receiving the complaint, and grantee shall notify the subscriber of the results of the investigation and its proposed action or resolution, if any, within two business days. The grantee shall also notify the subscriber of the subscriber’s right to file a complaint with the City in the event the subscriber is dissatisfied with the grantee’s decision.
2. Complaints to City. A subscriber who is dissatisfied with grantee’s proposed decision shall be entitled to have the complaint reviewed by the City. The subscriber shall initiate the review by filing a written complaint, together with the grantee’s decision, if any, with the City, and by the City notifying the grantee of the filing. The subscriber shall make such filing and notification within 20 days of receipt of grantee’s decision or, if no grantee decision has been provided, within 30 days after filing the original complaint with grantee. The City may extend these time limits for reasonable cause.
3. Review by the City. The City shall determine, upon a review of a subscriber complaint and the grantee’s decision, if any, whether further action is warranted. In the event the City does not initiate further proceedings within 60 days of the filing of the complaint, the grantee’s proposed action or resolution shall be final. If the City decides to initiate further investigation, the City shall require the grantee and the subscriber to submit, within 15 days of notice thereof, a statement of the facts and arguments in support of their respective positions. The City shall issue a written decision within 15 days of receipt of the statements or, if a hearing is requested, within 30 days of the conclusion of the hearing, setting forth the basis of the decision.
4. Remedies for Violation. The City may, as a part of a subscriber complaint decision issued under the provisions of this chapter, impose civil penalties on the grantee, following written notice and 30 days to cure, following receipt of said notice. Upon grantee’s request, before imposition of such penalties, City shall schedule a public hearing at which grantee may present testimony and evidence and examine witnesses and the complainant.