5.117.070 Customer information.
A. Upon installation, at any time the customer may request, or upon its own initiative, the cable operator shall provide the following information in appropriate font sizes and type and in clear, concise written form:
1. Products and services offered by the cable operator, including its channel lineup;
2. The cable operator’s complete range of service options and the prices for these services;
3. These standards and any applicable amendments;
4. Instruction on the use of cable TV service and standard VCR hookups;
5. The cable operator’s billing, collection and disconnection policies;
6. Customer privacy requirements;
7. All applicable complaint procedures, including complaint forms, and the telephone numbers and mailing addresses of the cable operator and the FCC, and the contact information for the city (which contact information for the city shall be clearly and distinctly identified);
8. Use and availability of parental control/lock out devices;
9. Special services for customers with disabilities; and
10. Days, times of operation, and location of the service center(s).
B. Customers will be notified of any changes in rates, programming services or channel positions as soon as possible in writing. Notice must be given to customers a minimum of thirty days in advance of such change(s) if the change is within the control of the cable operator. The cable operator 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 the city on the transaction between the cable operator and the customer.
C. All officers, agents, and employees of the cable operator or its contractors or subcontractors who are in personal contact with customers shall wear on their outer clothing identification cards bearing their name and photograph. The cable operator shall account for all identification cards at all times. Every vehicle of the cable operator shall be visually identified to the public as working for the cable operator. Every vehicle of a subcontractor or contractor shall be labeled with the name of the contractor or subcontractor, and shall be further identified as contracting or subcontracting for the cable operator. All CSRs shall identify themselves orally to callers immediately following the greeting during each telephone contact with the public.
D. Each CSR, technician or employee of the cable operator in each contact with a customer shall state the estimated cost of the service, repair, or installation prior to delivery of the service or before any work is performed, and shall provide the customer with an oral statement of the total charges before terminating the telephone call or before leaving the location at which the work is to be performed. (Ord. 2609-02 § 3(E), 2002.)