A. Subscriber bills shall be clear, concise and understandable. 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.
B. In case of a billing dispute, the grantee shall respond to a written complaint from a subscriber within thirty days.
C. Upon request, grantee shall provide credits or refunds to subscribers whose cable service has been interrupted for two or more consecutive hours for interruption(s) not caused by the affected subscriber(s).
The minimum credit or refund issued, pursuant to this section shall be equal to one day's charge for cable service for the affected subscriber.
In the event grantee has improperly or inadvertently disconnected cable services to a subscriber, grantee shall provide for restoration without charge to subscriber within two days of discovery of disconnection. Grantee shall credit or provide refunds to any subscriber improperly or inadvertently disconnected from receiving cable services for the period of time without cable service.
All credits or refunds for service shall be issued no later than the customer's next billing cycle following the determination that a credit is warranted. For subscribers terminating service, refunds shall be issued promptly, but no later than thirty days after the return of any grantee supplied equipment.
D. Grantee shall provide written information on each of the following areas (i) at the time of the installation of cable service, (ii) at least annually to all subscribers, and (iii) at any time upon request:
1. Cable services offered; and.
2. Prices and options for programming services and conditions of subscription to programming and other cable services; and
3. Installation and service maintenance policies; and
4. Instructions on how to use the cable service; and
5. Channel positions of programming carried on the system; and
6. Billing procedures, including an explanation of how to read monthly cable bill; and
7. Complaint procedures, including the address and telephone number of both the grantor office designated for dealing with cable-related issues and the grantee's local office hours and local phone number, and
8. Policies and procedures for credits and refunds outlined in (c) above; and
9. Subscriber termination policies;
10. Subscriber privacy rights as required by federal law.
E. Subscribers shall be notified of any changes in rates, programming services or channel positions as soon as possible in writing and in accordance with state and federal law. Notice must be given to subscribers a minimum of thirty days in advance of such changes if the change is within the control of the grantee. In addition, grantee shall notify subscribers thirty days in advance of any significant changes in the information required in Section 13.18.210(d) above. (Ord. 02-101 § 8 (part), 2002)