753.06 COMPLAINT PROCEDURE.
(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 operator’s business or operation of the system.
(b) Complaint Resolution Process. The operator shall have a complaint resolution process in writing which shall, at a minimum, incorporate the provisions of this chapter. In connection with this section, the operator shall have a standardized form in use for such complaints.
(c) Time Period for Resolution of Complaints. Except where another time period is required by any other provision of this chapter, the operator shall make its best efforts to resolve, as soon as practicable and in no event later than ten business days, all complaints after they are received by the operator. Within five business days of receiving a written complaint from a subscriber or potential subscriber or a complaint forwarded to the operator by the Safety-Service Director or his agent, the operator shall notify the person who made the complaint, either by telephone or in writing, that the complaint has been received and that the operator shall make its best efforts to resolve such complaint within ten business days of receipt of such complaint by the operator.
(d) Referral of Complaints from City or Agent to Operator.
(1) If the City or its agent is contacted directly about a complaint concerning the operator, the City or its agent shall notify the operator.
(2) Within ten business days after being notified about the complaint, the operator shall issue to the City and its agent a report thoroughly detailing operator’s investigation of the complaint, describing operator’s findings with respect to the complaint, explaining any corrective steps which operator is taking and indicating that the person who registered the complaint has been notified of the resolution. The operator’s obligation to provide such a report may be satisfied by the submission to the City and its agent of a copy of the operator’s letter to the subscriber, provided that the operator shall provide additional information at the reasonable request of the City and its agent.
(Ord. 95-29. Passed 3-28-95.)