Complaint Procedures
San Diego Municipal Code § 73.0109
in effect§73.0109 Complaint Procedures
(a) The grantee shall keep a record of all complaints from subscribers. The record shall identify the subscriber and his address, the location and date of the complaint, and a technician’s report on the disposition of the complaint including the following items, as applicable.
(1) Carrier levels at the service drop terminal.
(2) Carrier levels and carrier to noise ratio at the customer’s receiving outlet. (Note: since interruption of service to other customers must be avoided, it is recognized these noise measurements may not be entirely accurate.)
(3) If the complaint is caused by defects in customer’s TV set, including inadequate shielding or grounding, explain.
(4) If the complaint involves direct pick–up, describe tests to determine whether there is leakage into the cable system. A code reference to the test procedure used is acceptable if the procedure instruction is on file in the cable television office records and the City Communications and Electrical Division’s records.
(5) Make and model and effectiveness of the antenna switch installed, if any.
(6) If the complaint involves visible crosshatch or herringbone interference, describe fully, including probable causes and corrective steps. (Note: such interference also may be present on signals received directly without cable.)
(7) Visual check for cross–modulation (without interrupting service to customers.)
(8) Check for problems originating at the head–end.
(9) Other relevant remarks, including corrective action taken.
(b) Upon request of the City Manager, grantee shall, within ten (10) days after receiving such request, send a written report to Manager with respect to any complaint. Such report shall provide a full explanation of the investigation, findings, and corrective steps taken. When the complaint concerns technical performance, such report shall include the items in subsection (a) of Section 73.0109, as applicable.
(c) The grantee shall acknowledge complainants’ requests for repair or adjustments promptly, but in no event longer than 16 hours after notice.
(d) The grantee shall commence all repairs and adjustments within 72 hours after notice and complete all repairs or adjustments promptly, but in no event longer than 7 days after notice, except for unavoidable delays, without fault and beyond control of the grantee (financial inability excepted).
(e) The grantee shall limit failure to a minimum by locating and correcting malfunctions promptly, but in no event longer than 24 hours after notice, except for unavoidable delays, without fault and beyond control of the grantee (financial inability excepted).
(Amended 1–17–1984 by O–16114 N.S.)
(Editors note: Title added 8–9–1988.)
Source: City of San Diego Office of the City Clerk, San Diego Municipal Code and City Charter (docs.sandiego.gov PDFs)URL: https://docs.sandiego.gov/municode/MuniCodeChapter07/Ch07Art03Division01.pdf#page=10Fetched: 10/28/2026