§ 1. Policy

(a)

The Cable Operator shall be permitted to first resolve citizen complaints without delay and interference from the Franchising Authority.

(b)

Where a given complaint is not addressed by the Cable Operator to the citizen's satisfaction, the Franchising Authority may intervene, if requested to do so by the citizen. In addition, if after written notice and a fifteen-day opportunity thereafter to cure is provided to the Grantee, the Grantee has failed to cure the complaint, the Franchising Authority may prescribe a cure which complies with the Grantee's Franchise and its rights under applicable law, and establish a thirty-day deadline for implementation of the cure. If the noncompliance is not cured within thirty (30) days, monetary sanctions may be imposed pursuant to the Grantee's Franchise to encourage compliance.

(c)

These Standards are intended to be of general application; however, the Cable Operator shall be relieved of any obligations hereunder if it is unable to perform due to a region-wide natural emergency or in the event of force majeure affecting a significant portion of the Franchise Area. The Cable Operator is free to exceed these Standards to the benefit of its Customers, and such shall be considered performance for the purposes of these Standards. (Ord. 2-2002 Exh. A §1)