The procedure to handle complaints and grievances with respect to the quality of the services rendered by the cable operator, equipment malfunctions and other similar matters pertaining to the cable television system of the cable operator shall be as follows:
1. Filing of Complaint. Within thirty (30) days after the occurrence of the facts and circumstances giving rise to a complaint or grievance, and not thereafter, the complainant shall state the complaint or grievance to the cable operator in writing. In the event that a complaint or grievance is received by the City, the City shall forward such complaint or grievance to the cable operator in writing.
2. Response by Cable Operator. Within five (5) days after the receipt of a complaint or grievance by the cable operator, the cable operator shall state to the complainant its intentions with respect to the complaint or grievance in writing.
3. Arbitration. In the event that the complaint or grievance is not resolved to the satisfaction of the complainant within fifteen (15) days after the receipt thereof by the cable operator, the complaint or grievance shall be settled by arbitration. Such arbitration shall be before three disinterested arbitrators, one named by the complainant, one named by the cable operator, and one named by the two thus chosen. The decision of the arbitrators shall be conclusive and shall be enforced in accordance with the laws of the State of Iowa.
On or before the tenth day of each calendar month, the cable operator shall file a report in writing with the City stating the date and substance of each complaint or grievance received by it during the preceding calendar month, the date and nature of the action taken by the cable operator with respect thereto, and, if still pending, the status thereof.