§ 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)  Effective  July 1, 1993, 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]

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