Grantee shall maintain a toll free telephone number that may be answered by mechanical device, with the understanding that an employee or agent of the grantee shall personally return the call of the customer within no more than twenty four (24) hours of the initial call, and that the grantee shall respond to the complaint or service problem within no more than five (5) days from the initial call. The grantee shall keep and maintain a complaint log reflecting the name of the caller, the time of the initial call, the nature of the complaint or service problem, the date and time of the personal telephone response, and the date of the corrective action taken. This log shall upon reasonable notice be open for inspection by the city. In the event that the city clerk receives a written complaint about the service of the grantee, the city clerk shall provide the grantee with written notice of the complaint. The grantee shall provide all new customers with a written notice of the above described procedure and the telephone number or numbers, and shall annually, as part of the grantee's billing procedure, readvise the customers concerning the procedure and any changes that may have occurred. (Ord. 468, 6-10-2003)