Sec. 34-34. Complaint Resolution.
34-34.1.The Grantee or any subscriber may ask the City to interpret any part these Customer Service Standards and the interpretation, unless unreasonable, shall bind the Grantee and the subscriber in the resolution of any complaint.
34-34.2.The Grantee shall establish dear procedures for resolving complaints, involving at least the following elements:
34-34.2.1.A simple procedure for making complaints orally or in writing, consistent with these standards, and identification of a person responsible for resolving complaints.
34-34.2.2.Notice to subscribers that they may file any complaint with the City if not resolved to the subscriber’s satisfaction after thirty (30) days, and that the City may recommend a resolution.
34-34.2.3.The Grantee must provide its initial response to a complaint within five (5) days of its receipt and final written response to any unresolved complaint (other than a complaint about the carriage or the lack of carriage of a particular programming service or about the content of a programming service or about the level of any unregulated rate) within thirty (30) days of the date the complaint is made.
34-34.3.Nothing in this agreement shall limit the rights of a subscriber to initiate a court action to enforce these standards. This paragraph shall not be interpreted to limit the rights of the City to enforce the Customer Service Standards.