1. Operating Policies. As subscribers are connected or reconnected to the cable system, and at least annually, and at any time upon request, and when grantee’s procedures change, under normal operating conditions, the grantee shall provide each subscriber with written information concerning products and services offered, prices and options for programming services and conditions of subscription to programming and other services, installation and service maintenance policies, instructions on how to use the cable services, channel positions of programming carried on the system, the procedures for billing and making inquiries or complaints (including the name, address, and local telephone number of the employee or employees or agent to whom such inquiries or complaints are to be addressed) and also furnish information concerning the City office responsible for administration of the franchise including the name and telephone number of the office. The notice shall also indicate grantee’s business hours, legal holidays, and procedures for responding to inquiries after normal business hours. The grantee shall provide all subscribers and the City written notice no less than 30 days prior to any proposed change in these policies.
2. A grantee, under normal operation conditions, shall provide all subscribers and the City with notice of any change in rates, programming services, or channel positions at least 30 days prior to the changes using any reasonable written means at its sole discretion. A grantee is not 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 imposed by a Federal agency, State, or City on the transaction between the grantee and subscribers.
3. Billing. Bills shall be clear, concise, and understandable and shall include the grantee’s toll-free or collect telephone number. Bills shall be fully itemized, with itemizations, including (but not limited to) basic and premium service charges and equipment charges. Bills shall also clearly delineate all activity during the billing period, including optional charges, rebates, and credits. In case of a billing dispute, the grantee shall respond to a written complaint from a subscriber within 30 days. Refund checks will be issued promptly, and no later than either (i) the customer’s next billing cycle following resolution of the request or 30 days, whichever is earlier, or (ii) the return of the equipment supplied by the grantee if service is terminated. Credits for service shall be issued no later than the customer’s next billing cycle following the determination that a credit is warranted.
4. Copies to City. Copies of all notices provided to subscribers shall be filed concurrently with the City.