A. The cable operator shall be permitted to resolve citizen complaints prior to action or involvement by the city.

B. If a complaint is not resolved by the cable operator to the citizen’s satisfaction, the city may intervene. In addition, where a pattern of, or unremedied, noncompliance with the customer service standards (“standards”) is identified, the city may choose to follow the procedures contained in this chapter. If the noncompliance is not addressed to the satisfaction of the city, monetary or other sanctions may be imposed to encourage compliance.

C. These standards are intended to be of general application; however, the cable operator shall be relieved of any obligations hereunder if it is unable to perform due to circumstances beyond its reasonable control, such as natural disasters. The cable operator may, and is encouraged, to exceed these standards for the benefit of its customers and such shall be considered performance for the purposes of these standards. (Ord. 2609-02 § 1, 2002.)