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(1) An MCS provider is required to develop a comprehensive complaint/inquiry resolution policy that is consistent with the rules and regulations outlined in this Chapter.

(2) An MCS provider’s complaint/inquiry resolution policy shall be reduced to writing, and such policy shall be available upon request, to any person. In any event, a subscriber shall receive notice of such policy in the method that is prescribed by this Chapter.

(3) The Mayor shall establish a neutral, third-party appeal process, to handle complaints/ inquiries that are not satisfactorily resolved at the MCS provider level.

(4) At the conclusion of the appeal process described in Subsection (3) of this Section, any party dissatisfied with the result thereof shall be entitled to a hearing pursuant to the provisions of Chapter 3.06, Provo City Code.

(5) An MCS provider’s complaint/inquiry resolution policy shall contain at least the following minimal standards:

(a) the initial response to a complaint/ inquiry shall occur no later than twenty-four (24) hours after receipt of the complaint/inquiry;

(b) every attempt will be made to resolve the complaint/inquiry within seventy-two (72) hours after receipt of the complaint/inquiry;

(c) complaints/inquiries that fall into the category of service inquiries shall abide by the procedure set forth in this Chapter;

(d) informing subscribers of the credit/refund policy which is consistent with this chapter, and any applicable State regulations; and

(e) informing subscribers of the billing disputes policy which is consistent with this chapter, and any applicable State regulations.

(Enacted 1990-55)