(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) Grantee shall provide pro rata credits or refunds to subscribers whose service has been interrupted for two or more hours if the interruption was not caused by the subscriber, and grantee knows or should have known of such interruption.
(1) Credits or refunds shall automatically be provided by grantee on a pro rata basis to any subscriber(s) affected by interruption(s) of service for more than three hours due to actions or outages under the control of the grantee, exclusive of scheduled repairs, maintenance or franchise-required construction that grantee has provided advance written notice of to subscribers. In cases where advance written notice is provided to subscribers, the time period detailed in said notice shall not exceed six hours in any 24 hour period. In cases where said notice has been given to subscribers and the service interruption exceeds the period detailed in said notice, the provisions of this section shall apply.
(2) In the event grantee has improperly or inadvertently disconnected cable services to a subscriber, grantee shall provide for restoration without charge to subscriber as soon as possible, but no later than 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.
(3) 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 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;
(2) Prices and options for programming services and conditions of subscription to programming and other services;
(3) Installation and service maintenance policies;
(4) Instructions on how to use the cable service;
(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 in writing and in accordance with state and federal law. 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 § 114.012(D).
(Ord. 1048, passed 1-22-02)