§ 4.16.08. Information provided by grantee to subscribers.

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: products and services offered; prices and options for programming services and conditions of subscription to programming and other services; installation and services maintenance policies; instructions on how to use the cable service; channel positions of programming carried on the system; and billing and complaint procedures, including the address and telephone number of the local franchise authority's cable office.

Customers will be notified of any changes in rates, programming services or channel positions thirty (30) days in advance of such changes if the change is within the control of the grantee. In addition, the grantee shall notify subscribers thirty (30) days in advance of any significant changes in the other information required by the preceding paragraph. Notwithstanding any other provision of part 76, grantee shall not be required to provide prior notice of any rate change that is the result of a regulatory fee, franchise fee, or any other fee, tax, assessment, or charge of any kind imposed by any federal agency, state, or franchising authority on the transaction between the grantee and the subscriber.

Bills will be clear, concise and understandable. Bills will be itemized, with itemizations including 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. In case of a billing dispute, the grantee must respond to a written complaint from a subscriber within thirty (30) days.

Refund checks will be issued promptly, but no later than either: the customer's next billing cycle following resolution of the request or sixty (60) days, or the return of the equipment supplied by the grantee if service is terminated.

Credits for services will be issued no later than the customer's next billing cycle following the determination that a credit is warranted.

( Ord. No. 99-13, § 8 )