16.1 Complaint Policy. Each Cable Operator shall promulgate within one hundred twenty (120) days a written policy statement setting forth the procedure for reporting and resolving Subscriber complaints and shall furnish a copy thereof to each new Subscriber and to Grantor, and thereafter, annually, to Grantor and all Subscribers. Such notice shall comply in all respects with the Cable Act, FCC Regulations, Maine law and this Ordinance.
16.2 Cable Operator Response. Each Cable Operator shall receive Subscriber complaints at its business office serving Grantor and shall handle all such complaints promptly but in no event later than as set forth below.
16.3 Billing Complaints. In the case of a billing complaint, the Cable Operator shall respond to the complainant by no later than five (5) business days following receipt of the complaint.
16.4 Service Complaints. In the case of a service complaint not requesting repair or adjustment, the Cable Operator shall respond to complainant within five (5) business days following receipt of the complaint.