Complaints procedure.
Saint Paul Legislative Code § 430.034
in effectSec. 430.034. - Complaints procedure.
Every company shall comply with such customer service standards as the city may adopt from time to time, whether by regulation pursuant to this ordinance, or by ordinance or resolution. At a minimum, every company shall satisfy the following standards, unless its franchise provides otherwise.
(a) Local office; telephone access; hours; requirements; records. During the term of the franchise, and any renewal thereof, each company shall maintain within the city a local business office or offices for the purpose of receiving and resolving all complaints regarding the quality of service, equipment malfunctions, billings disputes and similar matters. The office must be reachable by a local, toll-free telephone call, and each company shall provide the city with the name, address and telephone number of a person who will act as the company's agent to receive complaints regarding quality of service, equipment malfunctions, billings and similar matters. The local office shall be open to receive inquiries or complaints from subscribers during normal business hours, and in no event less than 9:00 a.m. to 5:00 p.m., Monday through Friday, excluding legal holidays. The company shall provide the means to accept complaint calls twenty-four (24) hours a day, seven (7) days a week. Inquiries and complaint calls shall be accepted by customer service representatives between 8:00 a.m. and 10:00 p.m., seven (7) days a week. Any service complaints from subscribers shall be investigated and acted upon within twenty-four (24) hours. Any service complaint shall be resolved within three (3) calendar days. Upon notification by a subscriber and verification by the company, the company shall credit a subscriber's account on a pro rata basis for loss of service exceeding four (4) hours within a twenty-four-hour period, or for a loss of service that exceeds forty-eight (48) hours within a thirty-day period, except as otherwise may be provided in the franchise. Each company shall keep a maintenance service log which will indicate the nature of each service complaint, the date and time it was received, the disposition of said complaint and the time and date thereof. This log shall be made available for periodic inspection by the city.
(b) Information concerning procedures, etc. As subscribers are connected or reconnected to the system, the company 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 employee or employees or agent to whom such inquiries or complaints are to be addressed, and furnish information concerning the city office responsible for administration of the franchise with the address and telephone number of the office.
(C.F. No. 98-277, § 1, 4-29-98)
Source: City of Saint Paul, Minnesota, City Charter, Legislative Code and Administrative Code (Municode Library, library.municode.com)URL: https://library.municode.com/mn/st._paul/codes/code_of_ordinances?nodeId=PTIILECO_TITXXXFRRE_CH430CACOSE_ARTIII430.03.ADRE_S430.034COPRFetched: 11/1/2026