If a subscriber states that he or she is unsatisfied with the response of a customer service representative, or asks to speak with a customer service supervisor or any qualified supervisor, the matter shall be immediately referred to a qualified supervisor for resolution. If no customer service supervisor or other qualified supervisor is available, the customer service representative must record the pertinent information and a qualified supervisor shall return the telephone call as promptly as possible, but in no event later than one business day. If that call does not achieve contact with the subscriber, the supervisor must utilize reasonable efforts to do so including, without limitation, calling periodically, leaving a telephone message or writing the subscriber to give a direct dial or extension number to reach the supervisor directly. If a subscriber remains dissatisfied with the resolution of his or her complaint following review by a qualified supervisor, the subscriber shall be referred to the manager or director of customer service for final resolution. The manager or director of customer service shall provide the customer with a follow up written response detailing the corrective measures taken by the franchisee within seven days of the customer’s initial call or complaint, a copy of which shall be sent to the cable administrator. For any such call or complaint which the manager or director of customer service fails to provide a written response within the time limit allowed, the franchisee shall automatically credit the complaining customer’s account in the amount of ten dollars ($10.00) on the next billing cycle. (Ord. 205 § 3, 2001)