6.22.290 Billing Practices.
(1) Bills will be clear, concise and understandable. Bills shall 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) Within the “Notice” that is required by this Chapter, customers shall be informed of at least the following practices of an MCS provider:
(a) billing procedures (including payments necessary to avoid discontinuance of service);
(b) payment due and delinquent dates;
(c) amount or percentage of late charges, if any;
(d) advance billing options;
(e) resolution procedures for billing disputes, complaints, and inquiries;
(f) refund policy for service interruptions, substandard signal quality, or uncontracted service;
(g) current service rates in a detailed and understandable format;
(h) procedure and amount of charges for installation or relocation of an MCS provider’s facilities and/or equipment;
(i) current schedule and explanation for any billed charges or other non-regularly occurring fees invoice to subscribers;
(j) any lower-income or fixed-income rates together with any qualifications to obtain such rates; and
(k) any promotional rates, including discount rates, and incentive rates.
(3) Whenever there is a change in an MCS provider’s billing practices or payment requirements, all subscribers must be notified in writing at least twenty (20) days before such billing practices or payment requirements become effective.
(4) In any case where a subscriber requests a cancellation or reduction of service within thirty (30) days of the effective date of an increase in rates or charges for such service, the liability of the subscriber for service received after the effective date of such changes until the cancellation or reduction of service, shall be determined in accordance with the rates or charges in effect prior to such change.
(5) In case of a billing dispute, the MCS provider shall respond to a complaint from a Subscriber within thirty (30) days from receipt of the complaint. Refund checks shall be issued promptly, but no later than either:
(a) the Subscriber’s next billing cycle following resolution of the request or thirty (30) days, whichever is earlier, or
(b) the return of the equipment supplied by the MCS provider if service is terminated.
(6) Credits for service will be issued no later than the Subscriber’s next billing cycle following the determination that a credit is warranted. For purposes of this Section, the following definitions shall apply:
(a) “Normal Operating Conditions” means those service conditions which are within the control of the MCS provider. Those conditions which are not within the control of the MCS provider include, but are not limited to, natural disasters, civil disturbances, power outages, telephone network outages, and severe or unusual weather conditions. Those conditions which are ordinarily within the control of the MCS provider include, but are not limited to, special promotions, pay-per-view events, rate increases, regular peak or seasonal demand periods, and maintenance or upgrade of the Cable System.
(b) “Service Interruption” means the loss of picture or sound on one or more channels.