A. The cable operator shall establish written procedures for receiving, acting upon, and resolving complaints without intervention by the city (except where necessary) and shall publicize such procedures through printed documents at the cable operator’s sole expense.

B. Said written procedures shall describe a simple process by which any customer may submit a complaint by telephone or in writing to the cable operator regarding a disputed matter, or an alleged violation of any provision of these standards or any terms or conditions of the customer’s contract with the cable operator, or reasonable business practices.

C. Within fifteen calendar days after receiving a complaint, the cable operator shall notify the customer of the results of its investigation and its proposed action or credit.

D. The cable operator shall also notify the customer of the customer’s right to file a complaint with the city in the event the customer is dissatisfied with the cable operator’s decision, and shall explain the necessary procedures for filing such complaint with the city.

E. The cable operator’s complaint procedures shall be filed with the city. (Ord. 2609-02 § 4(A), 2002.)