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• <br /> • <br /> SECTION 4. COMPLAINT PROCEDURE <br /> A. Complaints to the Cable Operator <br /> 1. The Cable Operator shall establish written procedures for receiving, acting upon, and <br /> resolving Complaints without intervention by the City (except where necessary) and shall <br /> publicize such procedures through printed documents at the Cable Operator's sole expense. <br /> 2. Said written procedures shall describe a simple process by which any Customer may submit <br /> a Complaint by telephone or in writing to the Cable Operator regarding a disputed matter, or <br /> an alleged violation of any provision of these Standards or any terms or conditions of the <br /> Customer's contract with the Cable Operator, or reasonable business practices. <br /> 3. Within fifteen (15) calendar days after receiving a Complaint, the Cable Operator shall <br /> notify the Customer of the results of its investigation and its proposed action or credit. <br /> 4. The Cable Operator shall also notify the Customer of the Customer's right to file a <br /> Complaint with the City in the event the Customer is dissatisfied with the Cable Operator's <br /> decision, and shall explain the necessary procedures for filing such Complaint with the City. <br /> 5. The Cable Operator's Complaint procedures shall be filed with the City. <br /> B. Security Fund <br /> 1. The Security Fund (letter of credit), if any, shall be in the amount as specified in the <br /> franchise. <br /> 2. The Security Fund, if any, shall in part serve as security for the performance by the Cable <br /> Operator of all its obligations under these Standards. <br /> 3. The rights reserved to the City in this Section are in addition to all other rights of the City, <br /> whether reserved by the franchise or authorized by law, and no action, proceeding or <br /> exercise of a right with respect to same shall in any way affect, or diminish, any other right <br /> the City may otherwise have. <br /> C. Complaints to the City <br /> 1. Any Customer who is dissatisfied with any proposed disposition of a Complaint by a Cable <br /> Operator or who has not received a decision within the fifteen(15)calendar day period shall <br /> be entitled to have the Complaint reviewed by the City. <br /> 2. The Customer may initiate the review by filing a written request together with the Cable <br /> Operator's written decision, if any,with the City Clerk. <br /> Page 9 of 12 <br />