(1) 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 in accordance with FCC regulations. 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 cable operator. In addition, the grantee shall notify subscribers at least 30 days in advance of any significant changes in other information required to be disclosed to subscribers.
(2) Bills shall be clear, concise, and understandable. Bills must be fully itemized with itemizations including, but not being limited to, basic and premium service charges and equipment charges. Bills shall clearly delineate all activity during the billing period, including operational charges, rebates, and credits. In case of a billing dispute, a grantee must respond to a written complaint from a subscriber within ten days.
(3) Refund checks shall be issued promptly, but not later than:
the customer's next billing cycle following resolution of the request if possible, but in any instance, no later than within 30 days; or
upon the return of the equipment supplied by the cable operator if service is terminated.
(4) Credits will be issued no later than the customer's next billing cycle following the determination that a credit is warranted.
(Ord. No. 2801, § 3, 2-25-99)