(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) Products and services offered;
(b) Prices and options for program- ming services and conditions of subscription to programming and other services;
(c) Installation and service main- tenance policies;
(d) Instructions on how to use the cable service;
(e) Channel positions programming carried on the system; and
(f) Billing and complaint procedures, including the address and telephone number of the local franchise authority’s cable office.
(2) Customers will be notified of any changes in rates, programming services or channel positions as soon as possible in writing. Notice must be given to subscribers a minimum of 30 days in advance of the changes if the change is within the control of the cable operator.
(3) In addition, the cable operator shall notify subscribers 30 days in advance of any significant changes in the other information required herein.
(4) Notwithstanding any other provision of Part 76 of the Rules of the Federal Communications Commission, 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.
(1) 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.
(2) In case of a billing dispute, the cable operator must respond to a written complaint from a subscriber within 30 days.
(3) The billing statement must show a specific due date not earlier than 15 days after the billing statement is mailed. If the cable operator bills subscribers in advance of the period in which service is rendered, a late fee or administrative fee may not be imposed before the due date of the month following the month services have been fully rendered.
(4) A subscriber shall not be charged a late fee or otherwise penalized for failure of the cable operator to timely or correctly bill or properly credit a timely payment.
(5) Upon request of an effected customer to the cable operator, the account of a subscriber shall be credited a prorated share of the monthly charge for service if a subscriber is without service or if service is interrupted for a period exceeding four hours within a 24-hour period, except where it can be documented that the interruption of service was caused by the subscriber or by equipment owned by the subscriber.
(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) Thirty days of 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.
(2002 Code, § 117.03) (Ord. 399, passed 11-10-1997) Penalty, see § 117.99