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E. Cable Services Information <br />1. At any time a customer or prospective customer may request, a Cable Operator shall provide <br />the following information, in clear, concise written form, easily accessible and located on Cable <br />Operator's website (and in Spanish, when requested by the customer): <br />a. Products and services offered by the Cable Operator, including its channel lineup; <br />b. The Cable Operator's complete range of service options and the prices for these <br />services; <br />c. The Cable Operator's billing, collection and disconnection policies; <br />d. Privacy rights of customers; <br />e. All applicable complaint procedures, including complaint forms and the telephone <br />numbers and mailing addresses of the Cable Operator, and the FCC; <br />f. Use and availability of parental control/lock out device; <br />g. Special services for customers with disabilities; <br />h. Days, times of operation, and locations of the service centers; <br />2. At a Customer's request, a Cable Operator shall make available either a complete copy of <br />these Standards and any other applicable customer service standards, or a summary of these <br />Standards, in a format to be approved by CCUA and the Franchising Authority, which shall <br />include at a minimum, the URL address of a website containing these Standards in their entirety; <br />provided however, that if the CCUA or Franchising Authority does not maintain a website with a <br />complete copy of these Standards, a Cable Operator shall be under no obligation to do so; <br />If acceptable to a customer, Cable Operator may fulfill customer requests for any of the <br />information listed in this Section by making the requested information available electronically, <br />such as on a website or by electronic mail. <br />3. Upon written request, a Cable Operator shall meet annually with the Franchising Authority to <br />review the format of the Cable Operator's bills to customers. Whenever the Cable Operator <br />makes substantial changes to its billing format, it will contact the Franchising Authority at least <br />thirty (30) days prior to the time such changes are to be effective, in order to inform the <br />Franchising Authority of such changes. <br />4. Copies of notices provided to the customer in accordance with subsection 5.22.050.E.5 shall <br />be filed (by fax or email acceptable) concurrently with the Franchising Authority and the CCUA. <br />5. A Cable Operator shall provide customers with written notification of any change in rates for <br />nondiscretionary cable services, and for service tier changes that result in a deletion of <br />Ordinance No. 1686, Series 2015 <br />Page 12 of 21 <br />