Seattle Municipal Code, Chapter 21.60

21.60.820††††††† Customer service

21.60.820†††† Customer service.




E.†††††††††††††† Customer Information.

††††††††††††††††† Upon (1) installation; (2) annually; and (3) at any time the Customer requests, the Cable Operator shall provide the following information, in clear, concise written form:

††††††††††††††††† Products and services offered by the Cable Operator, including its channel lineup. Thirty (30) days prior to the Cable Operator changing its channel lineup, the Cable Operator shall provide subscribers with the revised channel lineup;

††††††††††††††††† The Cable Operatorís prices and options for programming services, conditions of subscription to programming and Other Services, and policies concerning changes in services offered, notification of changes, disconnection and service downgrades. Thirty (30) days prior to the Cable Operator changing any of the above, the Cable Operator shall provide subscribers with the changes;

††††††††††††††††† These Standards, with Schedule A, and any other applicable Customer service standards. A written copy of these Standards or a summary approved by the City shall be provided to Customers at installation and annually; an on-line version shall be considered acceptable annual dissemination of the standards to cable modem Internet Customers;

††††††††††††††††† Installation and service maintenance policies, including the Customerís responsibilities for equipment;

††††††††††††††††† Instruction on the use of cable TV service, remote control and on standard VCR hookups;

††††††††††††††††† Instruction on the use of interactive television if provided by the cable operator;

††††††††††††††††† Instruction on the use of cable modem service;

††††††††††††††††† Billing and complaint procedures, including the address and telephone number of the Cable Operatorís offices, the Cable Operatorís policies on deposits and credit balances, returned check charges, refunds for disruption of service or poor reception, and telephone numbers and descriptions of services of the FCC and the Cityís Office of Cable Communications;

††††††††††††††††† Policies concerning protection of Customer privacy. The Cable Operator shall include a postage paid self-addressed mail back postcard for opt-out purposes;

††††††††††††††††† Use and availability of parental control/lock out device;

††††††††††††††††† Special services for Customers with disabilities including any other discounts required by the franchises;

††††††††††††††††† Days, hours of operation, and locations of the service centers;

††††††††††††††††† A sample of all notices provided to the Customer shall be filed (by fax acceptable) concurrently with the City;

††††††††††††††††† The Cable Operator shall provide Customers with written notification of any changes in programming, services or channel positions as soon as possible in writing and, when it becomes technologically feasible, through announcements on the Cable System. Customers shall be given a description of the changes, their options for changing services they receive, phone number for questions and effective date. Notice must be given to Customers a minimum of thirty (30) days in advance of such changes if the change is within the control of the Cable Operator. In addition, the Cable Operator shall notify Customers thirty (30) days in advance of any significant changes in the other information required by the preceding subsection. Channel lineup changes that result from Cable Operatorís rebuild of its Cable System are exempt from the thirty (30) day notice requirement;

††††††††††††††††† All officers, agents, and employees of the Cable Operator, its contractors and subcontractors who are in personal contact with Customers shall have visible 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 used for providing services to Customers shall be clearly visually identified to the public as working for the Cable Operator. All CSRs shall identify themselves orally to callers immediately following the greeting during each telephone contact with the public. Officers, agents,í and employees of the Cable Operator, its contractors and subcontractors shall identifying themselves to the Customer when making a service call or installation;

††††††††††††††††† All CSRs, technicians and employees of the Cable Operator in every contact with a Customer shall state the estimated cost of the service, repair, or installation orally 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 was performed;

††††††††††††††††† All promotional materials advertising cable services shall accurately disclose price terms. For non-automated orders, the CSRs shall make clear the price of pay-per-view and pay-per-event programming before an order is taken. The Cable Operator shall distribute promotional material in multi-unit buildings only with the approval of the building owner. The Cable Operator shall not condition the provision of Cable Services on the receipt of such approval;

††††††††††††††††† The Cable Operator shall not charge Customers for any services they have not affirmatively requested; provided that, this subsection shall not prevent a Cable Operator from adding programming to an existing tier.

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