(a) Contents of Complaint. Complaint against the utility shall be made first to the utility. The complaint need not be in any particular form; however, the complaint must be in writing and state the substance of the complaint or dispute and request the City take specific action to resolve the matter.

(b) Appeal Procedure. If the person filing a complaint under subsection (a) of this section is not satisfied with the disposition of this complaint, he/she may appeal to the City Manager. If the person still feels he/she has not received a satisfactory resolution with their complaint, he/she may file a written complaint with the City Council setting out in specific detail the basis of the complaint, the section of this tariff violated and proposed solution. The City Council may, at its sole discretion, allow the complainant to make an oral presentation at a regular meeting of the Council. [Res. 94-10, 1994. Code 1979 SU § 11.0.]