(A) A franchisee shall provide, in writing, to each subscriber at the time cable service is installed, and at least annually thereafter, the following information:
(1) Products and services offered;
(2) Prices and options for programming services and conditions of subscription to programming and other services;
(3) Installation and service maintenance policies;
(4) Instructions on how to use the cable service;
(5) Channel positions of programming carried on the system;
(6) Billing and complaint procedures, including the address and telephone number of the local franchise authority’s cable office; and
(7) Refund and credit procedures.
(B) Upon request, copies of the materials specified in the preceding subsection shall be provided to the village. The franchisee shall provide all subscribers and the village at least 30 days’ notice of any significant changes in the information required to be provided by this section. The notice shall be in writing and by announcement on the system. The franchisee may provide notice of service and rate changes to subscribers using any reasonable written means at its sole discretion. The franchisee need not 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 franchisee and the subscriber.
(C) All franchisee promotional materials, announcements and advertising of residential cable service to subscribers and the general public, where price information is listed in any manner, shall clearly and accurately disclose price terms. In the case of pay-per-view or pay-per-event programming, all promotional materials must clearly and accurately disclose price terms and in the case of telephone orders, a franchisee shall take appropriate steps to ensure that the customer service representative clearly and accurately disclose price terms to potential customers in advance of taking the order.
(D) Each franchisee shall maintain a public file containing all notices provided to subscribers under these customer service standards, as well as all written promotional offers made to subscribers.
(`92 Code, § 8-1-83) (Ord. 96-19, passed 10-2-96)