§ 76.1602   Customer service—general information.

   (a) A cable franchise authority may enforce the customer service
   standards set forth in paragraph (b) of this section against cable
   operators. The franchise authority must provide affected cable
   operators 90 days written notice of its intent to enforce standards.

   (b) 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:

   (1) Products and services offered;

   (2) Prices and options for programming services and conditions of
   subscription to programming and other services;

   (3) Installation and service maintenance policies;

   (4) Instructions on how to use the cable service;

   (5) Channel positions of programming carried on the system; and

   (6) Billing and complaint procedures, including the address and
   telephone number of the local franchise authority's cable office.

   (7) Effective May 1, 2011, any assessed fees for rental of navigation
   devices and single and additional CableCARDs; and,

   (8) Effective May 1, 2011, if such provider includes equipment in the
   price of a bundled offer of one or more services, the fees reasonably
   allocable to:

   (i) The rental of single and additional CableCARDs; and

   (ii) The rental of operator-supplied navigation devices.

   (c) Subscribers shall be advised of the procedures for resolution of
   complaints about the quality of the television signal delivered by the
   cable system operator, including the address of the responsible officer
   of the local franchising authority.

   [ 65 FR 53617 , Sept. 5, 2000, as amended at  76 FR 40279 , July 8, 2011;
    83 FR 7631 , Feb. 22, 2018]

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