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first instance to the Company. If the customer feels the Company <br />has not addressed the complaint to the customer's satisfaction <br />within a reasonable period of time, the customer may address the <br />complaint to the Better Business Bureau or the Mayor's office. <br /> <br /> Such a complaint submitted to the Mayor shall be in writing <br /> and shall contain: (1) the name and address of the complainant; <br /> (2) the name of the cable system against which the complaint is <br /> made; and (3) complete statements of facts upon which the <br /> complaint is based. <br /> <br /> <a) Upon receipt of any informal complaint, the Mayor will <br />forward a copy to the system complained of or may take the <br />question up by correspondence with the system. Within such time <br />as may be prescribed by the Mayor, the system will be called upon <br />to satisfy the complaint or advise the Mayor of its refusal or <br />inability to do so. If the system satisfies the complaint, it <br />shall so notify the Mayor in accordance with the provisions of <br />Subparagraph (c) hereof. The Mayor will forward a copy of the <br />system's notice of satisfaction to the complainant. If the <br />system refuses or is unable to satisfy the complaint, it shall so <br />notify the Mayor, and the Mayor will forward a copy of such <br />notice to the complainant, with a statement of the procedure to <br />be followed to further prosecute the complaint. <br /> <br />(b) If a system satisfies any complaint brought to its <br />attention by the Mayor, a statement must be filed with the Mayor <br /> <br /> - 20 - <br /> <br /> <br />