§ 8-169. Complaint procedure.

(a)

Each grantee shall maintain a business office in the county for the purpose of receiving complaints regarding the lack of service (including that for which advance payments were made under section 8-128), the quality of service, equipment malfunctions and similar matters, which office shall be open during regular business hours. Each grantee shall provide reasonable means to accept complaint calls on a twenty-four-hour basis. All service complaints shall be investigated and acted upon promptly. A subscriber's account shall be adjusted for loss or lack of service on a per-day basis for loss or lack of service in excess of forty-eight (48) hours. Each grantee shall keep a complaint record indicating the nature of each complaint, the date received, the disposition of the complaint and the date. This record shall be made available for inspection by the county upon request.

(b)

Each grantee shall furnish appropriate information to its subscribers concerning the procedures for making inquiries or complaints, including the address and local telephone number of both the grantee's representative and the county official to whom such inquiries or complaints are to be directed.

(c)

A complaint may be submitted to the chief executive containing the name and address of the complainant, the name of the grantee against which the complaint is made and a statement of facts upon which the complaint is based. The chief executive shall forward a copy to the grantee or may take the question up by correspondence with the grantee. Within such time as is prescribed by the chief executive, the grantee shall satisfy the complaint or advise the chief executive of its refusal or inability to do so. If the grantee satisfied the complaint, it shall so notify the chief executive. The chief executive will forward a copy of the notice of satisfaction to the complainant. If the system refuses or is unable to satisfy the complaint, it shall so notify the chief executive, and the chief executive will forward a copy of this notice to the complainant, with a statement of the procedure to be followed to further prosecute the complaint.

(d)

If a grantee satisfied any complaint brought to its attention by the chief executive, a statement must be filed with the chief executive setting forth when and how the complainant has been satisfied. When a complaint has not been satisfied, the complainant may file a complaint with the board of commissioners within six (6) months from the date of the notice from the chief executive. The board of commissioners may take such action with regard to the complaint as it considers appropriate. If no complaint is filed with the board of commissioners within the six-month period, the complainant will be deemed to have abandoned.

(Code 1976, § 7-6085)