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(a) A video service provider shall comply with the customer service requirements under 47 C.F.R. § 76.309(c), as it existed on January 1, 2013.
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(b)
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(1) A video service provider shall maintain a local or toll-free number for customer service contact.
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(2)
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(A) A video service provider shall implement an informal process for handling political subdivision or customer inquiries, billing issues, service issues, and other complaints.
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(B) If an issue is not resolved through the informal process under subdivision (b)(2)(A) of this section, a political subdivision may request a confidential, nonbinding mediation with the video service provider, with the costs of the mediation to be shared equally between the political subdivision and the video service provider.
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(c)
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(1) A video service provider shall notify customers in writing of a change in rates, programming services, or channel positions as soon as possible.
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(2) Written notice shall be given to subscribers at least thirty (30) days in advance of the change if the change is within the control of the video service provider.
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