A. Any customer who is dissatisfied with any proposed disposition of a complaint by a cable operator or who has not received a decision within the fifteen calendar day period shall be entitled to have the complaint reviewed by the city.

B. The customer may initiate the review by filing a written request together with the cable operator’s written decision, if any, with the city clerk.

C. The customer shall make such filing within twenty days of receipt of the cable operator’s decision or, if no decision has been provided, within thirty days after filing the original complaint with the cable operator.

D. If the city decides that further information is warranted, the city shall require the cable operator and the customer to submit, within ten days of notice thereof, a written statement of the facts and arguments in support of their respective positions.

E. The cable operator and the customer shall produce any additional information, including any reports from the cable operator, which the city may deem necessary to an understanding and determination of the complaint.

F. The city shall issue a determination within thirty days after examining the materials submitted, setting forth its basis for the determination.

G. The city may extend this thirty-day time limit for reasonable cause and may intercede and attempt to negotiate an informal resolution.

H. If the city determines that the complaint is valid and that the cable operator did not provide the complaining customer with the proper solution and/or credit, the city may reverse any decision of the cable operator in the matter and/or require the cable operator to grant a solution in accordance with the cable operator’s credit/refund policy for the alleged violation, or as otherwise mutually agreed upon by the cable operator and the city. (Ord. 2609-02 § 4(C), 2002.)