§ 38-27. Complaint procedure.

(a)

Century shall maintain a business office and telephone listing in the Milwaukee Metropolitan Area for the purpose of receiving inquiries and complaints from its customers and the general public. Century shall investigate all complaints within 48 hours of their receipt and shall in good faith attempt to resolve them within 48 hours after notice. Century shall maintain records of written complaints including action taken thereon for a period of two years and shall keep such records in the local business office. Century shall make the records available to the board upon request.

(b)

In the event of the failure by Century to resolve complaints, the board may review complaints, other than those relating to program content.

(c)

In all brochures and other written material, Century shall state the fact that a complaint procedure has been established, and state the mailing address and telephone number of the office handling inquiries and complaints.

(d)

When there have been similar written complaints made or where there exists reliable evidence which, in the judgment of the town, the board shall have the right and authority after presenting Century with such written complaints or other reliable evidence, to represent that Century test, analyze and report on the performance of the system at the expense of Century. Such test shall be made and the reports of such test shall be delivered to the town no later than 30 days after the town board formally notifies Century. Such report shall include the following information: what system component was tested; the equipment used and procedures employed in said testing; the results of such tests; and the method in which complaints were resolved.

(e)

Except where otherwise required by applicable law, the term "complaint" as used herein will mean a subscriber contact or inquiry regarding Century's service or picture quality and requiring some follow-up or investigation and resolution by a customer service representative or the cable television system's technical staff. Complaints will not include those contacts or inquiries by subscribers which are resolved on the telephone with the subscriber at the time of the contract or inquiry or those contacts or inquiries regarding programming or rates.

(Prior Code, § 9-1-9)