§ 27-37. Subscriber complaint procedure.

(a)

All franchise operators shall establish procedures for receiving, acting upon and resolving subscriber complaints which shall comply at least with all FCC requirements and the provisions of this article.

(b)

Such procedures shall be filed with the City Manager or designee, who is hereby made the designated City official under FCC requirements to administer the City's internal complaint procedures. Notice of the complaint procedures shall be furnished by the operator to its subscribers, including credit procedures for loss of service. The notice shall be given at the time of initial subscription to the system by the subscriber.

(c)

All franchise operators shall maintain a local telephone with a listed number to receive subscriber complaints by at least an answering service or machine to record complaints on a 24-hour basis. The franchise operator shall promptly respond to such complaints, including those made in writing.

(d)

The franchise operator shall maintain all written complaints made by subscribers and the action taken by the operator in response. Such records shall be maintained for a period of three years and shall be made available to the City for inspection.

(e)

Any continuous total outage of a subscriber's service not attributable to the subscriber or his or her equipment which lasts at least 24 hours or more shall be credited for the outage pro rata by the franchise operator for the subscriber's billing if requested by the subscriber. Such credit shall be applied to the subscriber's next billing statement.

(Ord. No. 00-20, § 1, 3-14-00)