HomeMy WebLinkAboutMiscellaneousquent in payment for cable television ser-
vice, and
(2) At least five (5) days have elapsed
after written notice of disconnect has been
personally served upon the subscriber or
(3) At least eight (8) days have elapsed
after mailing written notice of disconnect to
the subscriber; or
(4) At least five (5) days have elapsed
after subscriber has either signed for or
refused a notice of disconnect.
The notice of disconnection must clearly
state the amount owed, the total amount
required to be paid to avoid disconnection
and the date and place where such payment
must be made.
Disconnection of service for nonpayment
may not occur on a Sunday, public holiday
or a day when the local office of the com-
pany is not open for business. Receipt of a
"bad" check by the company in response to
a notice of disconnect does not constitute
payment, and a company need not give
further notice of disconnection.
A reconnect charge may not be imposed
solely because a subscriber was previously
delinquent with his/her account.
CREDIT FOR SERVICE
OUTAGE
Every cable television company shall give
credit for every service outage not caused
by a subscriber in excess of 24 continuous
hours to any subscriber who applies for it
either by written or oral notice. The 24-hour
period shall commence at the time the cable
television company first becomes aware of
the outage.
The credit must be pro -rated by multiply-
ing the applicable monthly service rate by a
fraction whose numerator equals the num-
ber of days (or portion thereof) of the outage
and whose denominator equals the number
of days in month of outage. In no case shall
the refund be less than 24 hours credit. For
example: a service outage of three (3) days
in April would entitle the subscriber to a
refund of 3/30th's or 1/10 of the monthly bill.
The company is responsible for every
outage and must provide credit to each
affected subscriber who applies for it within
90 days of an outage.
ADVANCE BILLING
Every cable television company shall
notify its subscribers of any advance billing
options available. A subscriber, upon re-
quest, shall be given the option of paying
monthly. Use of coupon books for remit-
tance of monthly payments shall satisfy the
monthly payment option request.- If such
coupon books are used by the company, no
other bills for service are required to be sent
out by the cable television company.
COMPLAINT TELEPHONE
NUMBERS
(518) 474-2212
TOLL-FREE
1 (800) 342-3330
For the Hearing Impaired call the
COMMISSION'S TELECOMMUNICATION'S DEVICE
FOR THE DEAF (TDD)
on the Commission's Toll -Free Number
CONSUMER
RIGHTS
REGARDING
CABLE
TELEVISION
SERVICE
New York State Commission
on Cable Television
Empire State Plaza
21st Floor, Tower Building
Albany, N.Y.12223
1-800-342-3330
518-474-2212
COMPLAINTS
When you have a cable television problem,
...FIRST...contact your cable operator and
report the problem,...THEN...if your con-
cerns have not been resolved—contact your
local government. If that doesn't work, call
the New York State Commission on Cable
Television at 1-800-342-3330. (Capital
District call 518-474-2212) or write to:
Complaints Investigator; New York State
Commission on Cable Television, Empire
State Plaza, Tower Building, 21st Floor,
Albany, New York 12223.
Your cable television company is required
to let you know at least once a year, of its
complaints procedures. This must also be
done at the time of your initial subscription
or upon reconnection of service. Your cable
television company additionally must ad-
vise you of the fact that any unresolved
complaint may be referred to the Com-
mission.
TROUBLE CALLS
Any trouble call should be responded to
on the day it is received by the company, but
in no event shall the response be later than
the following business day. The cable
television company must maintain a toll-
free telephone number, available to all
subscribers for those who wish to obtain
information or to report a service problem.
BILLING PRACTICES
Every cable television company must
notify its subscribers, in writing of its billing
practices and payment requirements. The
notice must describe or define, as a mini-
mum: billing procedures (including pay-
ments necessary to avoid discontinuance of
service and payment due dates), late
charges, advance billing options billing
disputes and credit given for service out-
ages. This notice must be given:
(1) To new subscribers, at the time of
initial installation.
(2) To all subscribers whenever there is a
change in the compahy's billing practices or
payment requirements.
Copies of the company's billing practices
and requirements must be filed with the
Commission and available at the company's
local office upon request by a subscriber.
LATE CHARGES AND
COLLECTION CHARGES
A collection charge is a fee or charge
imposed upon a subscriber by a cable
television company for its effort at collect-
ing or attempting to collect an overdue bill
by personal visits at a subscriber's home or
place of business. A late charge is a charge
which is added to a cable television sub-
scriber's account or bill for nonpayment of a
previously due account.
When permitted by the franchise, any late
charge must be itemized on the subscriber's
bill or if a coupon book is used on the notice
of delinquent payment.
A reasonable collection charge can be
added to a subscriber's bill, when a sub-
scriber pays the amount of money in arrears
in lieu of disconnection of service. Such
collection charge must be in compliance
with Commission regulations.
BILLING DISPUTES
Every company must allow thirty (30)
days from the date of receipt of the bill for a
subscriber to register a billing dispute
before an account may be considered
delinquent. A subscriber must remit the
undisputed portion of his/her bill and be
responsible for undisputed portions of
current and future bills pending resolution
of the dispute.
Cable television service cannot be dis-
connected solely for nonpayment of the
portion of the bill in dispute during investi-
gation of the complaint.
A subscriber must be notified of the
results of the investigation within twenty
(20) working days of filing the complaint.
If a dispute is not resolved within thirty
(30) days after it was received, the subscrib-
er may refer it to the Commission. If the
subscriber is not happy with the resolution
and does not file a complaint with the
Commission within thirty (30) days of the
company's reply, the company may initiate
service disconnection procedures as appro-
priate in accordance with Commission
rules.
DISCONNECTION
OF SERVICE
A subscriber is not considered delinquent
in payment until at least thirty (30) days after
the due date of the bill and payment has not
been received by the Company.
The procedure for service disconnection
for nonpayment of bills must include the
following:
(1) Subscriber must be in fact be delin-
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