Chapter 93-1 RULES OF GENERAL APPLICABILITY
|(1)||"Affected local governing authority" means any municipal governing authority when any part of such municipality is located within the service area and any county governing authority when any part of the unincorporated area of such county is located within the service area.|
|(2)||"Cable service" means the one-way transmission to subscribers of video programming or other programming service and subscriber interaction, if any, which is required for the selection or use of such video programming or other programming service. Cable service shall not include any video programming provided by a provider of commercial mobile service as defined in 47 U.S.C. Section 332(d) or video programming provided as part of and via a service that enable users to access content, information, e-mail, or other services offered over the public Internet.|
|(3)|| "Cable service
provider" means any person or group of persons through a state franchise:
|(4)||"Complaint" means any written or oral communication by a subscriber to an affected local governing authority expressing dissatisfaction with any non-programming aspect of the provider's cable or video service. Complaints shall not include expressions of dissatisfaction with non-cable or non-video products or services that may be bundled with cable services or video services.|
|(5)||"Provider" means a cable service provider or video service provider.|
|(6)||"Subscriber" means any person or entity lawfully receiving video service from a video service provider or cable service from a cable service provider.|
|(7)||"Video service" means the provision of video programming through wireline facilities located at least in part in the public rights of way without regard to delivery technology, including Internet protocol technology. This term shall not include any video programming provided by a provider of commercial mobile service as defined in 47 U.S.C. Section 332(d) or video programming provided as part of and via a service that enables users to access content, information, e-mail, or other services offered over the public Internet.|
|(8)||"Video service provider" means an entity providing video service through a state franchise. This term shall not include a cable service provider.|
A cable service provider or video service provider shall be subject to the following customer service standards, as set forth in 47 C.F.R. 76.309(c):
|(1)|| Cable System Office Hours and Telephone
|(2)|| Installations, Outages and Service Calls.
Under normal operating conditions, each of the following four standards will be met no less than ninety five (95) percent of the time measured on a quarterly basis:
|(3)|| Communications Between Cable Operators
and Cable Subscribers.
|(2)|| Provider Resolution Process.
|(3)|| Complaint Review by Affected Local
|(1)||In the event that the provider fails to begin installation of service within the scheduled time period, unless otherwise excused, the subscriber is entitled to a credit equal to the charge for a standard installation. The appointment for a subsequent installation shall be rescheduled for a specific time window that is convenient to the subscriber. In the event that the provider fails to begin installation of service during the time period set for the subsequent appointment, the subscriber shall be entitled to an additional credit in an amount equal to the regular, monthly recurring cost of three months basic cable or video service.|
|(2)||Excluding conditions beyond the control of the provider, in the event that a service interruption occurs and restoration has not begun within twenty-four (24) hours after the provider receives a repair request from the subscriber for repair service, the subscriber is entitled to a credit in an amount equal to the amount that the subscriber was billed for cable or video service during the preceding billing period.|
|(3)||In the event that the provider fails to arrive to correct any outage or make any requested repair at the stated time period, unless otherwise excused, the subscriber is entitled to a $20.00 credit.|
|(4)||In the event that improper termination of service occurs, the subscriber is entitled to a free reconnection of the service that was improperly terminated and a credit in an amount equal to all charges that were billed to such subscriber for the period the subscriber did not have service.|
|(5)||In the event that the provider owes the subscriber a refund or credit and fails to deliver the refund or credit within the time frame set forth in Rule 93-1-.02(3), the provider shall refund or credit to the subscriber an amount equal to twice the amount of the actual refund or credit that was due to the subscriber.|
A provider shall not assess a late charge, penalty or interest on a billing statement or discontinue a subscriber's service solely due to non-payment of the disputed portion of a bill during the pendency of the complaint resolution process provided for in these rules.