A cable operator shall comply with the following customer service requirements:
(A) A cable operator shall comply with the customer service standards as provided for in the FCC regulations, as may be amended from time to time. This section shall be considered as notice to cable operators of the city's election to enforce those standards.
(B) A cable operator shall (i) maintain a customer service facility within the boundaries of the city staffed by customer service representatives that have the capacity to accept payment, adjust bills, respond to repair, installation, reconnection, disconnection, or other service calls; distribute or receive converter boxes, remote control units, or other equipment related to the provision of cable or video service; or (ii) provide customers with bill payment facilities through retail, financial, or other commercial institutions located within the boundaries of the city; or (iii) provide an address, toll-free telephone number or electronic address to accept bill payments and correspondence, and provide secure collection boxes for the receipt of bill payments and the return of equipment, provided that if a cable operator provides secure collection boxes, it shall provide a printed receipt when items are deposited; or (iv) provide an address, toll-free telephone number or electronic address to accept bill payments and correspondence, and provide a method for customers to return equipment to the cable operator at no cost to the customer.
(C) A cable operator shall maintain a toll-free telephone number and a phone service operated such that complaints and requests for repairs or adjustments may be received at any time.
(D) A cable operator shall comply with all federal and state laws and regulations concerning special service requirements for disabled, sight or hearing impaired or ambulatory impaired subscribers.
(E) A cable operator shall furnish each subscriber at the time service is installed, written instructions that clearly set forth information concerning the procedures for making inquiries or complaints, including the cable operator's name, address and local or toll-free telephone number. To the extent required by applicable law, a cable operator shall give the city 30 days' prior notice of any rate increases, channel lineup or other substantive service changes.
(F) A cable operator shall abide by any, and all, subscriber privacy rules or regulations under federal or state law.
(Ord. 4016, § 1, 12-17-2019)