§ 18-64. Billing practices; information and procedures.

(a)

Bills to subscribers will be clear, concise and understandable. Bills to subscribers must be fully itemized, with itemizations including, but not limited to, basic and premium service charges and equipment charges. Bills to subscribers will also clearly delineate all activity during the billing period, including optional charges, rebates and credits.

(b)

Licensee shall bill all subscribers to its cable system in a uniform manner, regardless of subscriber's level of service. A licensee may offer bulk billing service, but shall not require bulk billing service as a condition of providing service. In no case shall any subscriber be billed for services in excess of 30 days prior to receipt of such service. Payment shall be due no sooner than the 15th day of each billing period, and the due date shall be listed on each bill. Bills shall be mailed no later than the first day of the billing period. No late fee shall be charged until seven days after service for which the bill has been issued has been rendered.

(c)

In case of a billing dispute, the licensee must respond to a written complaint from a subscriber within 30 days. The licensee shall follow a written internal appeal or dispute resolution procedures for resolution of billing disputes. A current copy of the procedures shall be provided to the town manager and shall be kept on file in the town clerk's office.

(d)

Any subscriber shall be entitled, upon request, oral or written, to licensee to a refund equal to one day's service for each subscriber's service interruption: (1) for each continuous 24-hour period or (2) a period of two or more hours of any four days within a monthly billing period.

(e)

Refunds and credits shall be issued promptly, as follows:

(1)

Payment deposits shall be refunded after 12 months of satisfactory customer payments.

(2)

Billing refunds and credits shall be issued no later than the next billing cycle following correction of the error or 30 days following the determination that a refund or credit is warranted, whichever is earlier; or

(3)

Equipment deposits shall be refunded within seven days after the equipment supplied by licensee is returned to the licensee.

(4)

Service credits will be issued no later than the subscriber's next billing cycle following the determination that a credit is warranted.

(Ord. No. 1137, § I, 12-15-98; Ord. No. 2523, § I , 2-19-15)