Service calls and complaint procedures.

Charlotte City Code § 6-168

in effect

Sec. 6-168. - Service calls and complaint procedures. (a) The cable communications company shall establish, operate and maintain in the city a business office and maintenance and repair facility for the purpose of receiving inquiries, requests and complaints concerning all aspects of the construction, installation, operation and maintenance of the cable communications system and for the payment of subscribers' service charges. (b) The grantee shall have a listed, locally staffed telephone number for service calls, and such telephone service shall be available 24 hours a day, seven days a week. (c) The grantee shall respond to and resolve subscribers' complaints or requests for service in connection with repairs and maintenance and malfunctions of system facilities. The grantee shall respond as quickly as possible to such complaints and requests. Complaints or requests which may pose a potential health and safety hazard will be responded to immediately. In connection with billing complaints, the grantee shall respond within seven business days. (d) The grantee shall prepare and file with the city copies of all of its rules and regulations in connection with the handling of inquiries, requests and complaints. The grantee shall, by appropriate means, such as a card or brochure, furnish information concerning the procedures for making inquiries or complaints, including the name, address and local telephone number of the office or agent to whom such inquiries or complaints are to be addressed, and furnish information concerning the city office responsible for the administration of the franchise, including, but not limited to, the address and telephone number of such office. (e) The grantee shall keep full records in connection with all complaints and requests in the nature of complaints in connection with the system. Such records shall identify the person contacting the grantee and the person responding on behalf of the grantee, the subject matter of the contact, the date and time it was received, the resolution of the matter in question or the action taken by the grantee in connection with the contact, and the date and time thereof, and such other information as may be deemed pertinent by the grantee. These records shall be made available for periodic inspection by the city after 48 hours' notice to the grantee. (f) The grantee shall service or replace without charge all equipment provided by it to the subscriber; provided, however, the grantee may charge a subscriber for service to or replacement of any equipment damaged directly or indirectly by a subscriber. (g) The city may review and monitor unresolved customer complaints. (h) If any subscriber is interrupted for 24 or more consecutive hours due to causes within the grantee's control, the grantee shall provide a prorated rebate of monthly fees to the affected subscriber upon the subscriber's request. (Code 1985, § 6-83; Ord. No. 8194, § 1, 12-19-2016; Ord. No. 8195, § 1, 12-21-2016)

Source: City of Charlotte, Code of Ordinances and City Charter (Municode Library, library.municode.com)URL: https://library.municode.com/nc/charlotte/codes/code_of_ordinances?nodeId=PTIICOOR_CH6BUTR_ARTIICACO_DIV6SE_S6-168SECACOPRFetched: 10/27/2026