6.22.280 Notice of Customer’s and MCS Provider’s Rights and Responsibilities with Respect to the Provision of Multi-Channel Service; Minimum Contents

6.22.280 Notice of Customer’s and MCS Provider’s Rights and Responsibilities with Respect to the Provision of Multi-Channel Service; Minimum Contents.

(1) At the time an MCS provider is required to furnish an initial or annual “Notice,” such “Notice” shall contain, at a minimum, the following:

(a) an up-to-date listing of the specific multi-channel services provided--clearly indicating and isolating the standard or basic, premium, and informational services offered, as well as the service tiers or service clusters offered;

(b) notification of a subscriber’s ability to purchase or lease, from the MCS provider, a lock box, parental control mechanism, or other device which will prohibit the viewing of a particular multi-channel service during a period selected by the subscriber.

(d) a comprehensive listing and explanation of all rates and charges (including rates for standard or basic and premium channels/services, particular service tiers or service clusters, current discount or promotional fees, installation charges, and security deposits, if any);

(e) if service clustering is available, then a description and explanation of any penalties, credits, restrictions, upcoming (within sixty (60) days of the “Notice”) service clustering changes or differing alignments, or other pertinent information;

(f) a comprehensive listing and explanation of all billing options available;

(g) the customer service office hours and telephone number(s) in a manner consistent with the specific policy set forth in this Chapter;

(h) the billing practices of an MCS provider in a manner consistent with the specific policy set forth in this Chapter;

(i) the specific customer complaint/inquiry resolution policy that is adopted and followed by an MCS provider and which is consistent with the parameters set forth in this Chapter;

(j) if applicable, and permitted, the rules and regulations for using any facilities, including a studio or mobile van of an MCS provider;

(k) the method of securing a voluntary disconnection in a manner consistent with the specific policy set forth in this Chapter;

(l) the extent of the credit/refund policy in a manner consistent with the specific policy set forth in this Chapter;

(m) the equipment use and return policy together with any required security deposits in a manner consistent with the specific policy set forth in this Chapter; and

(n) the additional rights of blind, hearing-impaired or wheelchair customers in a manner consistent with the specific policy set forth in this Chapter;

(o) installation and service maintenance policies;

(p) instructions on how to use the service;

(q) channel positions of programming carried on the cable system; and

(r) the location of the MCS provider’s local customer service office.

(2) The “Notice” shall be written in plain, simple to understand English. The “Notice” shall contain no fine print, and any exclusions or caveats shall be clearly indicated as such in the “Notice.”

(3) The “Notice” may be delivered to a subscriber via an insert in the subscriber’s periodic invoice, or through a special mailing, or over an MCS channel clearly designated for the dissemination of such information.