(a) Format of a Subscriber's Bill. The bill shall be designed in such a way as to present the information contained therein clearly and comprehensibly to subscribers. The bill shall contain itemized charges for each category of service and piece of equipment for which a charge is imposed (including the late charges, if any), an explicit due date, the name and address of TWC, and the telephone number for TWC's office responsible for inquiries and billing. The bill shall state the billing period, amount of current billing and appropriate credits or past due balances, if any.
(b) Billing Procedures. TWC shall have a written description of billing and collection policies and procedures which shall, at a minimum, incorporate the provisions of this chapter. All bills shall be rendered monthly, unless otherwise authorized by the subsciber, or unless service was provided for less than one (1) month. TWC shall promptly credit any subscriber who has voluntarily interrupted cable service and/or returned equipment, but no later than the earlier of forty-five (45) days or the customer's next billing cycle, with a refund check or credit on his or her monthly bill for the period(s) during which service was voluntarily interrupted and/or equipment returned. TWC may charge any such subscriber a reconnection charge.
(c) Procedures for Collecting Late Bills and Discontinuance of Service.
(1) No bill shall be due less than twenty-eight (28) days from the date the statement is created by TWC. TWC will ensure that statements are promptly put in the mail after creations.
(2) A bill shall not be considered delinquent until at least forty-five (45) days have elapsed from the mailing of the bill to the Subscriber and payment has not been received by TWC, provided that no bill shall be mailed more than fifteen (15) days prior to the date Services covered by such bill commence, except in cases where a Subscriber requests advance billing.
(3) TWC shall not physically or electronically discontinue service for nonpayment of bills rendered for service until the subscriber is delinquent in payment for service and at least eight (8) days have elapsed after mailing to the subscriber a separate written notice of impending discontinuance (for which postage is paid by TWC), addressed to such person at the billing.
(4) Notice of Service discontinuance must clearly state the amount in arrears, reconnection charges if applicable, and the date by which such payment must be made, the location of the service center where such payment may be made and the telephone number for information as to where each payment center is located where such payment may be made. Such notice shall be written in English.
(5) Receipt of a subsequently dishonored negotiable instrument in response to a notice of discontinuance shall not constitute payment, and TWC shall not be required to issue an additional notice prior to discontinuance.
(d) Procedures for the Resolution of Billing Disputes.
(1) TWC shall have a written billing dispute resolution process which, at a minimum, incorporates the provisions of this chapter. The billing dispute resolution procedure shall be initiated once a subscriber contacts either TWC's department which handles billing questions or the City or its agent in writing, so long as such contact occurs within thirty (3) days from the date of receipt of the bill by the subscriber. If the subscriber contacts the City or ICRC, the City or ICRC shall notify TWC, by mail, by telephone or by electronic means, that the dispute resolution procedure has been initiated and TWC shall then contact the subscriber to discuss the dispute.
(2) TWC shall promptly undertake whatever review is necessary to resolve the dispute, and shall notify the subscriber of the results of the review as soon as it is completed, but in no case later than twenty (20) business days after receipt from the subscriber of the billing dispute, problem or complaint notification.
(3) TWC shall notify the subscriber in writing of its proposed resolution of the billing dispute.
(Ord. 1994-51. Passed 8-9-94.)