Mass. Gen. Laws ch. 166A, § 10: Complaints as to operation of system, procedure; licensees' reports as to complaints received and disposition

Section 10. Complaints by any person as to the operation of any CATV system may be filed in writing with the department or with the issuing authority, each of which shall within ten days forward copies of such complaints to the other. The issuing authority and the department shall be notified by the licensee on forms to be prescribed by the department not less than annually, of the complaints of subscribers received during the reporting period and the manner in which they have been met, including the time required to make any necessary repairs or adjustments.