Customer service standards.
North Las Vegas Municipal Code § 8.20.340
in effect8.20.340 - Customer service standards.
The following customer service standards shall apply to each exclusive franchisee:
A. The exclusive franchisee shall be required to implement a complaint resolution procedure to handle all complaints received by either the City or the franchisee. The complaint resolution procedure shall include the following:
1. The exclusive franchisee shall be required to record all complaints and if possible resolve them within forty-eight (48) hours of their receipt.
2. If the exclusive franchisee cannot resolve a complaint within forty-eight (48) hours of its receipt, the exclusive franchisee shall within that period, provide the City with a written report detailing why resolution could not be reached within that period, the actions that will be taken to resolve the complaint and the timeline to reach a resolution of the complaint.
B. If the City is not satisfied with the exclusive franchisee's proposed resolution of a complaint, the City Manager, or his or her designee, shall have the authority to direct the exclusive franchisee to resolve the complaint in a manner that is satisfactory to the City.
C. Upon request, the exclusive franchisee shall provide the City with a written monthly report, in a form satisfactory to the City, summarizing the complaints received by the exclusive franchisee and the resolutions thereof for the preceding month.
(Ord. No. 2587, § 1, 9-21-2011)
Source: City of North Las Vegas, Nevada, Municipal Code and City Charter (Municode Library, library.municode.com)URL: https://library.municode.com/nv/north_las_vegas/codes/code_of_ordinances?nodeId=TIT8HESA_CH8.20SOWAMA_8.20.340CUSESTFetched: 11/1/2026