2000 039 Ordinance - Laserfiche WebLink

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ORDINANCE NO. 2000- PAG E 7 (2) The cable operator shall not sell or otherwise make available customer lists or other personally identifiable customer information without prior written customer consent, except as otherwise permitted by the franchise or applicable law. The cable operator is permitted to disclose such information if such disclosure is necessary to render, or conduct, a legitimate business activity related to a cable service or other service provided by the cable operator to its customers. (f) Billing. (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 case of a billing dispute, the cable operator must respond to a written complaint from a subscriber. within 30 days. (3) Refunds. Refund checks will be issued promptly, but no later than either: A. The customer's next billing cycle following resolution of the request or 30 days, whichever is earlier, or B. The return of the equipment supplied by the cable operator if service is terminated. (4) Credits. Credits for service will be issued no later than the customer's next billing cycle following the determination that a credit is warranted. (g) Complaint procedures. (1) Any verbal, telephonic or written complaint relating to the quality or continuity of service shall be attended to within a normal service interval. In the event that such complaints are not responded to or service is not restored to the levels required by the FCC or by the terms of this chapter during said normal service interval, the subscriber shall be entitled to a rebate of his or her monthly service charge or an item of comparable value, whichever is greater, for the missed appointment. This provision shall not apply if such delay is occasioned because of an Act of God, strike, national emergency or any other circumstance beyond the control of the cable operator. Similarly, this provision shall not apply to service requests or complaints pertaining to television set malfunction or other breakdown not related .to the operation of the cable television system. The Village Complaint Officer, provided for in subsection (g)(3) hereof, shall be responsible for invoking said penalty upon receiving written subscriber complaint. The Complaint Officer shall hold