Chapter 10.19 Complaint Procedures
Complaints regarding the quality of service, equipment, malfunctions, and similar matters shall first be directed to the Grantee’s office. Should the Grantee fail to satisfy a complaint, it may then be directed to the Finance Officer for investigation. In response to a complaint, the Grantee shall be afforded a reasonable opportunity to present written statements of its position. The Finance Officer shall attempt to resolve the complaints, but, if this cannot be achieved, he/she shall submit a recommendation to the City Council, recommending that:
1) the complaint be dismissed, or
2) correction action be taken by the Grantee.
Appeal from the Council’s action may be made to the appropriate judicial or administrative forum.