As subscribers are connected or reconnected to the cable television system, and at least once annually thereafter, the licensee shall provide each subscriber with written information concerning the following:
(a) Inquiries and Complaints. The licensee shall provide written information concerning procedures for making inquiries or complaints, including the name, address, and local telephone number of the licensee’s employee(s) or agent(s) to whom such inquiries or complaints are to be addressed, and also furnish information concerning the department’s responsibility for administration of the license, including the Director’s name and the department’s telephone number and address. The notice shall also indicate the licensee’s business hours, and procedures for responding to inquiries after normal business hours or during legal holidays that the licensee’s office is not open. The licensee shall provide all subscribers and the Director written notice not less than 30 days prior to any proposed change in these policies.
(b) Billing and Refund Procedures. A listing of all services, packages, and rates available at the time, including billing options and dispute procedures, refund procedures, and licensee policies with respect to disconnection and reconnection services and charges shall be provided each subscriber. If the licensee has elected to utilize line item charges for license fees, copyright, and other fees as permitted under § 634 of Cable Act, any such listings, whether written or oral, shall disclose to the subscriber the total charges associated with receiving cable services. Any designation of license fees as a separate line item on the statement shall use the term “license fee.” Prior to the issuance of any such notices, a copy shall be submitted to the Director for review and approval.
(c) Lock Boxes. Licensee shall provide notice of the availability of any devices required by Federal, State, or local law such as, but not limited to, parental lock box device and/or switching device (“A/B” switch), and any fees or charges associated with receiving such devices.
(d) Subscriber Privacy Rights. A separate written notice containing the information regarding protection of subscriber privacy rights as specified in § 631 of the Cable Act.
(e) Disconnect Notice. at least ten days in advance of any discontinuance of service to subscriber for nonpayment, the licensee shall provide the subscriber with a separate written notice. The notice shall contain the date, time and place at which payment must be made in order to prevent disconnection of service. In the event licensee has improperly or inadvertently disconnected cable services to a subscriber, the licensee shall provide for restoration without charge to the subscriber within not more than one business day of the discovery of the disconnection.
(f) Forwarding of Notices. The notices required above (other than notices required under § 42.0542) may be included in the mailing of the subscriber’s billing statement.
(g) Copies to County. Sample copies of all notices provided to subscribers shall be filed annually with the Department.
(Ord. 1281, passed - -1966; Am. Ord. 2053, passed - -1976; Am. Ord. 2667, passed - -1982; Am. Ord. 2754, passed - -1983; Am. Ord. 3440, passed - -1991)