Sec. 34-26. Notices.
34-26.1.The Grantee must provide to each subscriber: (1) prior to initiation of service; (2) upon reconnection or at time of installation; (3) at least annually; and (4) at any time upon request; written information on each of the following areas:
34-26.1.1.Products and services offered;
34-26.1.2.Prices and options for programming services and conditions of subscription to programming and other services;
34-26.1.3.Installation and service maintenance policies, including the procedures for scheduling a service call;
34-26.1.4.Instructions on how to use the cable service and the converter;
34-26.1.5.Instructions on how to interact cable and the subscriber’s VCR
34-26.1.6.A current channel card listing all the channels offered on the system;
34-26.1.7.Billing and complaint procedures, including the name or title of the person responsible for resolving complaints;
34-26.1.8.Subscriber termination policies;
34-26.1.9.A notice of subscriber privacy rights as required by federal law;
34-26.1.10.Federal theft of service law,
34-26.1.11.The cable system’s office hours and local phone number;
34-26.1.12.The telephone number of the City office responsible for administering the Franchise, along with a statement that the office can be called to register a complaint if the subscriber is dissatisfied with the actions taken by the Grantee;
34-26.1.13.The cable system’s policies on deposits; and
34-26.1.14.The subscriber right to obtain a parental control device.
34-26.1.15.Outage refund policy.
34-26.2.On an annual basis, the Grantee shall publish in a daily newspaper of general circulation in Monterey a notice containing the following information: the cable system’s office hours and local phone number; the name or title of the person responsible for resolving complaints; the telephone number of the City office responsible for administering the Franchise and dealing with complaints from subscribers who are dissatisfied with actions take by the Grantee; the current channel card listing all the channels offered on the system and the price of all services being offered by the cable system; and the right of subscribers to obtain a parental control device. The notice shall be published twice in two consecutive weeks and shall be an easily readable display advertisement style of at least one-quarter page in size.
34-26.3.Subscribers will be notified of any changes in rates, programming services or channel positions as soon as possible through announcements on the cable system and in writing. Notice must be given to subscribers a minimum of thirty (30) days in advance of such changes. In addition, Grantee shall notify subscribers a minimum of thirty (30) days in advance of any significant changes in the other information required by Section 34-26.1 above.
34-26.4.Subscriber bills will be dear, 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 dearly delineate all activity during the billing period, including optional charges, rebates and credits.
34-26.5.All Grantee promotional material shall dearly and accurately disclose the price and conditions under which the service will be provided.
34-26.6.The Grantee shall maintain a public file containing all annual notices provided to subscribers under these customer service standards. A separate file shall also be maintained containing a copy of promotional material submitted to subscribers for a period of two years.