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(A) (1) The grantee shall provide written information on each of the following areas at the time of installation of service, at least annually to all subscribers, and at any other time upon request:
(a) Products and services offered;
(b) Prices and options for programming services and conditions of subscriptions to programming and other services;
(c) Installation and service maintenance policies;
(d) Instructions on how to use the cable service;
(e) Channel positions of programming carried on the system; and
(f) Billing and complaint procedures, including address and telephone number of the city government's cable office.
(2) Customers will be notified of any changes in rates, programming services, or channel positions as soon as possible through announcements on the cable system and in writing. Notice must be given to subscribers a minimum of 30 days in advance of such changes if the change is within the control of the grantee. In addition, the grantee shall notify subscribers 30 days in advance of any significant changes in the other information required by the preceding division.
(B) (1) Bills will be clear, concise, and understandable. Bills must be fully itemized, with itemizations including, but not limited to, basic and premium service charges and equipment charges. Bills will also clearly delineate all activity during the billing period, including optional charges, rebates, and credits.
(2) In case of a billing dispute, the grantee must respond to a written complaint from a subscriber within 30 days.
(C) Refund checks will be issued promptly, but no later than either:
(1) The customer's next billing cycle following resolution of the request or 45 days whichever is earlier; or
(2) The return of the equipment supplied by the grantee if service is terminated.
(D) Credits for service will be issued no later than the customer's next billing cycle following the determination that a credit is warranted.
(1980 Code, § 118.113) (Ord. 1996-4, passed 4-9-1996)