Sec. 16-331j. Video service provider offerings, charges, privacy policy, billing and billing disputes.
Sec. 16-331j. Video service provider offerings, charges, privacy policy, billing
and billing disputes. (a) At the time of initial subscription, and annually thereafter, or
upon request, each certified competitive video service provider shall provide subscribers
with a description of (1) the video service offerings and current rates, (2) the provider's
credit policies, including any finance charges or late payment charges, and (3) the provider's billing practices and complaint procedures.
(b) Consistent with the provisions of 47 USC 551, at the time of entering into an
agreement to provide video service to a subscriber, a certified competitive video service
provider shall inform the subscriber of the provider's practices regarding the collection
and use of personally identifiable customer information, including (1) the type of information collected, (2) the purposes for which it is used, (3) the extent and manner in
which it is shared with unaffiliated third parties for purposes of enabling delivery of
video service, and (4) the procedures in place to ensure the subscriber's right to privacy.
A certified competitive video service provider shall not disclose personally identifiable
customer information other than anonymous or aggregate data to unaffiliated third parties for their own marketing purposes without the consent of the subscriber.
(c) A certified competitive video service provider shall implement an informal process for handling Department of Public Utility Control and customer inquiries, billing
issues, service issues and other complaints. In the event an issue is not resolved through
such informal process, a customer may request of the department a confidential, nonbinding mediation with the competitive video service provider, and a designated member
of the department staff shall serve as the mediator. If the mediation is unsuccessful,
the customer may file a formal complaint with the department. The department's sole
jurisdiction over the complaint is to determine if the certified competitive video service
provider is in compliance with sections 16-331f to 16-331n, inclusive. If the provider
is found to be in noncompliance, the department shall order the certified competitive
video service provider to cure such noncompliance within a reasonable period of time.
Failure to comply may subject the certified competitive video service provider to civil
penalties and revocation of the certificate, as provided in section 16-331o.
(d) A certified competitive video service provider shall comply with the customer
service requirements of 47 CFR 76.309(c) for its video services. A company issued a
certificate of video franchise authority shall not be subject to any other state law or
regulation or department order to the extent it imposes customer service requirements
in excess of or more stringent than 47 CFR 76.309(c).
(P.A. 07-253, S. 7.)