A cable operator 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 time upon request:
(A) Products and services offered, itemizing the basic, premium and informational services offered, as well as the service tiers offered;
(B) Prices and options for programming services and conditions of subscription to programming and other services;
(C) Installation and service maintenance charges and policies;
(D) Instructions on how to use the cable service;
(E) Channel positions of programming carried on the system;
(F) Billing and complaint procedures, including:
(1) The address and telephone number of the cable operator’s local office;
(2) Payment due and delinquent dates;
(3) Amount or percentage of late charges, if any; and
(4) Resolution procedures for billing disputes, complaints and inquiries.
(G) The customer service hours and telephone number(s);
(H) The method of securing a voluntary disconnection;
(I) The extent of the credit/refund policy;
(J) The equipment use and return policy together with any required security deposits;
(K) The additional rights of blind, hearing-impaired or ambulatory impaired customers; and
(L) Notification of a subscriber’s ability to purchase or lease from the cable operator a lock box, parental control mechanism, or other device which will prohibit the viewing of a particular cable service during a period determined by the subscriber. Subscribers will be notified of any changes in rates, programming services, channel positions or service tiers 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 these changes if the change is within the control of the cable operator. In addition, the cable operator shall notify subscribers 30 days in advance of any significant changes in the other information required by this section.
(Prior Code, § 13.20.180) (Ord. 96-13.20, passed - -1996)