Common use of Complaints to a Cable Operator Clause in Contracts

Complaints to a Cable Operator. 1. A Cable Operator shall establish written procedures for receiving, acting upon, and resolving customer complaints, and crediting customer accounts and shall have such procedures printed and disseminated at the Cable Operator's sole expense, consistent with Section III.E.1.e of these Standards. 2. Said written procedures shall prescribe a simple manner in which any customer may submit a complaint by telephone or in writing to a Cable Operator that it has violated any provision of these Customer Service Standards, any terms or conditions of the customer's contract with the Cable Operator, or reasonable business practices. If a representative of the Franchising Authority notifies the Cable Operator of a customer complaint that has not previously been made by the customer to the Cable Operator, the complaint shall be deemed to have been made by the customer as of the date of the Franchising Authority’s notice to the Cable Operator. 3. At the conclusion of the Cable Operator's investigation of a customer complaint, but in no more than ten (10) calendar days after receiving the complaint, the Cable Operator shall notify the customer of the results of its investigation and its proposed action or credit. 4. A Cable Operator shall also notify the customer of the customer's right to file a complaint with the Franchising Authority in the event the customer is dissatisfied with the Cable Operator's decision, and shall thoroughly explain the necessary procedures for filing such complaint with the Franchising Authority. 5. A Cable Operator shall immediately report all customer Escalated complaints that it does not find valid to the Franchising Authority. 6. A Cable Operator's complaint procedures shall be filed with the Franchising Authority prior to implementation.

Complaints to a Cable Operator. 1. A Cable Operator shall establish written procedures for receiving, acting upon, and resolving customer Customer complaints, and crediting customer Customer accounts and shall have such procedures printed and disseminated at the Cable Operator's sole expense, consistent with Section III.E.1.e of these Standards. 2. Said written procedures shall prescribe a simple manner in which any customer Customer may submit a complaint by telephone or in writing to a Cable Operator that it has violated any provision of these Customer Service Standards, any terms or conditions of the customerCustomer's contract with the Cable Operator, or reasonable business practices. If a representative of the Franchising Authority notifies the Cable Operator of a customer Customer complaint that has not previously been made by the customer Customer to the Cable Operator, the complaint shall be deemed to have been made by the customer Customer as of the date of the Franchising Authority’s notice to the Cable Operator. 3. At the conclusion of the Cable Operator's investigation of a customer Customer complaint, but in no more than ten (10) calendar days after receiving the complaint, the Cable Operator shall notify the customer Customer of the results of its investigation and its proposed action or credit. 4. A Cable Operator shall also notify the customer Customer in writing of the customerCustomer's right to file a complaint with the Franchising Authority in the event the customer Customer is dissatisfied with the Cable Operator's decision, and shall thoroughly explain the necessary procedures and time limitations for filing such complaint with the Franchising Authority. The written notification shall be in an easily readable font. 5. A Cable Operator shall immediately report all customer Customer Escalated complaints that it does not find valid to the Franchising Authority. 6. A Cable Operator's complaint procedures shall be filed with the Franchising Authority prior to implementation.