(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 30 days.
(C) Upon request by a subscriber, grantee shall provide credits or refunds to any subscriber whose service has been interrupted for four or more hours. All credits 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 30 days after the return of any grantee-supplied equipment.
(D) Grantee shall provide written information on each of the following areas at the time of the installation of service, at least annually to all subscribers, and at any time upon request:
(1) Products and services offered; and
(2) Prices and options for programming services and conditions of subscription to programming and other 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 and complaint procedures, including the address and telephone number of the grantor office designated for dealing with cable-related issues.
(E) Subscribers shall be notified of any changes in rates, programming services or channel positions as soon as possible using reasonable written means. Notice must be given to subscribers a minimum of 30 days in advance of such changes if the change is within the control of the grantee. In addition, grantee shall notify subscribers 30 days in advance of any significant changes in the information required in division (D) above.
(Ord. 912, passed 6-8-00)