(A) Notification to subscribers.

(1) The grantee shall provide written information on each of the following areas at the time of installation of service, at least annually to all subscribers, and at any time upon request:

(a) Products and services offered;

(b) Prices and options for programming services and conditions of subscription to programming and other services;
 
(c) Installation and service maintenance policies;

(d) Instructions on how to use the cable service and non-cable service;

(e) Channel positions of programming carried on the system;

(f) Billing and complaint procedures, including the address and telephone number of the government's cable communications officer;

(g) A description of the grantee’s policies concerning credits for outages and reception problems, consistent with these consumer protection standards; and

(h) The local and toll-free numbers for the grantee's subscriber service telephone system.

(2) Customers will be notified of any change in rates, programming services or channel positions as soon as possible through announcements on the cable system and in writing using any reasonable means at the grantee's sole discretion. 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, the grantee shall notify subscribers 30 days in advance of any significant changes in other information required.

(1) Bills will be clear, concise and understandable. Bills must be fully itemized, with itemizations including, but not limited to, basic and premium service charges and equipment charges. Bills will also clearly delineate all activity during the billing period, including optional charges, rebates and credits.

(2) In cases of a billing dispute, the grantee must respond to a written complaint from a subscriber within 30 days.

(3) The grantee shall not assess a late fee on subscribers' bills which are paid within 30 days of the due date.

(1) The customer's next billing cycle following resolution of the request or 30 days, whichever is earlier,

(2) The return of the equipment supplied by the grantee if service is terminated.

(1) Credits for service will be issued no later than the customer's next billing cycle following the determination that a credit is warranted.
 
(2) When the use of service or equipment furnished by the grantee is interrupted due to any cause other than the negligence or willful act of the subscriber or the failure of equipment provided by the subscriber, a pro rata adjustment of the fixed monthly charges involved will be allowed, upon the request of the subscriber, for the service and equipment rendered useless and inoperative by reason of the interruption during the time the interruption continues in excess of four  hours from the time it is reported to or detected by the grantee. For purpose of this section, every month is considered to have 30 days.
(Ord. 940.7A, passed - - )

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