26 Del. Admin. Code § 5002-4.0

Current through Register Vol. 28, No. 5, November 1, 2024

Section 5002-4.0 - Communications Between Cable Operators and Cable Subscribers

4.1 Notifications to subscribers:

4.1.1 The cable operator shall provide written information on each of the following areas at the time of installation of service, at least annually to all subscribers, and at any time upon request:

4.1.1.1 products and services offered;

4.1.1.2 prices and options for programming services and conditions of subscription to programming and other services;

4.1.1.3 installation and service maintenance policies;

4.1.1.4 instructions on how to use the cable service;

4.1.1.5 channel positions of programming carried on the system; and,

4.1.1.6 billing, complaint, and refund procedures, including the address and telephone number of the local franchising authority (Delaware Public Service Commission).

4.1.2 Customers will be notified of any changes in rates, programming services, or channel positions as soon as possible through announcements on the cable system and in writing. Notice must be given to subscribers 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 subscribers thirty (30) days in advance of any significant changes in the other information required by the preceding paragraph.

4.2 Billing:

4.2.1 Bills will be clear, concise and understandable. Bills must 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.

4.2.2 In case of a billing dispute, the cable operator must respond to a written complaint from a subscriber within thirty (30) days.

4.3 Refunds:

4.3.1 Refund checks will be issued promptly, but no later than either:

(a) the customer's next billing cycle following resolution of the request or thirty (30) days, whichever is earlier, or

(b) within the next billing cycle or thirty (30) days of the return of the equipment supplied by the cable operator if service is terminated.

4.4 Credits:

Credits for service will be issued no later than the customer's next billing cycle following the determination that a credit is warranted.

26 Del. Admin. Code § 5002-4.0