(A) Within 90 days of receipt by the cable operator of written notice from the franchising authority of the franchising authority’s intention to monitor and enforce the customer service standards adopted by the FCC, the cable operator shall comply with said standards.
(B) The cable operator shall establish clear written procedures for resolving all subscriber complaints.
(C) The cable operator shall provide the subscriber with a written response to a complaint within ten days of its receipt. Such response shall include the results of its inquiry into the subject matter of the complaint, its conclusions based on the inquiry, and its decision in response to the complaint.
(D) If the franchising authority is contacted directly about a subscriber complaint, it shall notify the cable operator in writing. When the cable operator receives such notification, the time period for the cable operator to respond as required above shall commence.
(E) Any subscriber who, in good faith, disputes all or part of any bill sent by the cable operator has the option of withholding the disputed amount, without a late fee and without the initiation of collection procedures or disconnection, until the cable operator has investigated the dispute in good faith and has made a determination that the amount is owed provided that:
(1) The subscriber provides a written complaint to the cable operator in a timely fashion and includes identifying information;
(2) The subscriber pays all undisputed charges; and
(3) The subscriber cooperates in determining the appropriateness of the charges in dispute.
(F) The cable operator shall maintain monthly subscriber complaint records for a minimum of 36 months, which records shall contain the date each complaint is received, the name and address of the affected subscriber, a description of the complaint, the date of resolution of the complaint and a description of the resolution. A copy of such records shall be furnished each month to the franchising authority and otherwise upon request by the franchising authority.
(G) Any failure of the cable operator to comply with a requirement of this subchapter, shall be a violation of this subchapter.
(Ord. 132, passed 11-22-2005) Penalty, see § 110.99