(A) Notifications to subscribers.
(1) The 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) A list of the products and services offered;
(b) A list of the prices and options for programming services and all conditions of subscription to programming and other services;
(c) Installation and service maintenance policies;
(d) Instructions on how to use the cable service;
(e) A list of the channel positions of programming carried on the system; and
(f) A detailed statement regarding billing and complaint procedures, including the address and telephone number of the local franchise authority.
(2) Customers will be notified of any changes in rates, programming services, channel positions or any significant changes in the information required to be provided in division (A)(1) above as soon as possible 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. Notwithstanding, a cable operator shall not be required to provide prior notice of any rate change that is the result of a regulatory fee, franchise fee or any other fee, tax, assessment or charge of any kind imposed by any federal agency, state or franchising authority on the transaction between the operator and the subscriber.
(B) Billing. 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. In case of a billing dispute, the cable operator must respond to a written complaint from a subscriber within 30 days.
(C) Refunds. Refund checks will be issued promptly, but no later than either:
(1) The customer’s next billing cycle following resolution of the request or 30 days, whichever is earlier; or
(2) The return of the equipment supplied by the cable operator if service is terminated.
(D) Credits. Credits for service will be issued no later than the customer’s next billing cycle following the determination that a credit is warranted.
(2004 Code, § 117.38) (Ord. 98-225, passed 6-9-1998)