4.20.128.28 Subscriber to be advised in writing of specific services and procedures.

Before or concurrently with providing initial cable service to each subscriber, at least annually thereafter, and at any time upon request, a franchisee shall provide each subscriber with a copy of its written customer service standards and shall advise each subscriber in writing either in its written customer service standards or a current rate card, or otherwise, of:

   4.20.128.28.1.   The availability of the signal control device or parental control option (lock box) required by 47 U.S.C. 544(d)(2)(A) of the Communications Act of 1934 as amended;

   4.20.128.28.2.   All cable service offerings and options, the fees, charges, deposits, and associated terms and conditions which apply to all cable services then being distributed over the system which the subscriber may elect to receive, including, if available, an option for a subscriber to pay for cable services one year in advance and receive a substantial discount;

   4.20.128.28.3.   Procedures for ordering, changes in or termination of services, as well as franchisees obligation to provide subscribers with thirty (30) days prior written notice of any changes in such services, fees, charges, deposits, procedures, policies or associated arms and conditions, excluding temporary marketing and sales discounts on offers and adjustments in rates for pay-per view and similar per-event programming;

   4.20.128.28.4.   All refund and credit policies, including but not limited to subscriber's right to a credit or pro-rata refund of monthly subscription fees for any loss or interruption of cable service as described in this section, and to a refund of all fees, deposits or pro-rata payments to which the subscriber is entitled;

   4.20.128.28.5.   The franchisee's practices and procedures for protecting subscriber privacy as required by federal, state and local law or regulation, including, but not limited to, 47 U.C.C. 551, the ordinance codified in this title and the franchise agreement in the form of a separate, written statement to each subscriber which clearly and conspicuously informs the subscriber of his or her rights to privacy;

   4.20.128.28.6.   The franchisee's procedures for the receipt and resolution of subscriber complaints;

   4.20.128.28.7.   The address, telephone number and business hours of the franchisee's office in the franchise area to which complaints may be reported;

   4.20.128.28.8.   The responsibility of the cable administrator for assistance in resolving cable complaints, together with the cable administrator's address and normal business hours and the title and telephone number of the person designated to receive such complaints;

   4.20.128.28.9.   The regular meetings of the council or other meetings designated by the city that are open to the public; and

   4.20.128.28.10.   A general description of broadcast channel syndicated exclusivity, network non-duplication and sports blackout requirements which may affect subscribers' viewing of the franchisee's cable services.

   4.20.128.28.11.    The written materials required to be provided annually to subscribers under this section shall, at least forty-five (45) days before their mailing, be submitted for review and comment to the cable administrator for purposes of assuring compliance with the provisions of this section, the ordinance codified in this title, the franchise agreement and applicable provisions of federal or state law. The cable administrator shall provide comments concerning the form and content of such written materials within thirty (30) days following receipt of such materials from the franchisee; if the cable administrator fails to provide comments within such thirty (30) day period, the form and content of such materials shall be deemed satisfactory. The final form and content of such notice is within the franchisee's control, provided that the notice is otherwise consistent with the provisions of the ordinance codified in this title, the franchise agreement and applicable provisions of federal or state law.

   4.20.128.28.12.   The notice described in this section, and every other notice required under the ordinance codified in this title to be sent to all subscribers, shall either be included in the subscriber's monthly billing statement or provided separately, without inclusion with any other materials, by U.S. Mail or such other timely method of delivery as shall be appropriate. One copy of each such notice shall also be sent to the cable administrator. (Ord. 205 § 3, 2001)