§ 16-29. Complaints.

(a)

Any complaints received by the franchise holder before 12:00 noon shall be responded to and, if feasible, resolved before 5:00 p.m. of the same day. Complaints received after 12:00 noon shall be responded to and, if feasible, resolved before 12:00 noon of the following day. The requirements in this paragraph do not apply on Saturdays, Sundays, and legal holidays.

(b)

If the director notifies a franchise holder about a customer complaint or a deficiency in the franchise holder's operations, the franchise holder shall provide the director with a written response within three (3) business days after receiving the director's notice. The franchise holder's response shall identify the steps that have been taken to address the complaint or deficiency.

(Ord. No. 07-35, § 1 (§ 16-21), 12-12-2007)