Grantee shall provide written information on each of the following areas at the time of installation of service, and at least annually, to all subscribers and at any time upon request by any resident of the city:
(A) Products and services offered;
(B) Prices and options for programming services and conditions of subscription to programming and other services;
(C) Installation and service maintenance policies;
(D) Instructions on how to use the cable service;
(E) Cable channel positions and identification;
(F) Customer service telephone number and office hours;
(G) Billing and complaint procedures, including how to resolve subscriber billing disputes;
(H) Credit procedures;
(I) Employee identifications;
(J) Service call response time scheduling;
(K) Time allowed to pay outstanding bills;
(L) Grounds for termination of service;
(M) Steps grantee must take before disconnecting or terminating service, and the steps necessary to have service reconnected after involuntary termination;
(N) The subscriber's right to speak with a supervisor and, if none is then available, that a supervisor shall return the subscriber's call within one working day;
(O) The appropriate regulatory authority with whom to register a complaint, including any rate complaint, and how to contact such authority.
(P) Instructions on the channel compatibility problems that occur when using a set-top channel converter to view scrambled or encrypted programming, including that subscribers may not be able to use special features and functions of their TV receivers and videocassette recorders.
(Q) Instructions regarding the availability of remote control equipment from other sources, such as retail outlets, and a list of the models of remote control units currently available from retailers that arc compatible with grantee's converters.
(Ord. 4315, passed 11-12-96)