Customer information and notices.
Reno Administrative Code § 5.90.1018
in effectSec. 5.90.1018. - Customer information and notices.
(a) Notices and information required to be provided by the Cable Operator to customers. Upon installation, at least annually thereafter, and at any time the Subscriber may request, the Cable Operator shall provide all of the following information, in clear, concise written form:
(1) Products and services offered by the Cable Operator;
(2) The channel positions of programming carried on the cable system;
(3) Prices and options of services and conditions of subscription to services;
(4) The Cable Operator's billing, collection, installation, service, maintenance, credit for outages, and disconnection policies;
(5) Subscriber privacy policies;
(6) Billing and complaint procedures including complaint forms, the location of local Service Centers, telephone numbers, FAX numbers, E-mail addresses, and mailing addresses of the Cable Operator, the FCC, and the City to whom the complaints should be addressed;
(7) Instruction on the use of cable TV services;
(8) The availability of parental control devices;
(9) Special services available for Subscribers with disabilities.
(b) Upon installation and at any time the Subscriber may request, the Cable Operator shall provide the following information at no charge, in clear, concise written form:
(1) Instructions for hookup and use of common consumer electronic equipment including, but not limited to:
a. Standard television hookups;
b. Standard VCR hookups;
c. Standard DVD hookups;
d. Standard Video Game hookups;
e. Standard Picture-in-Picture hookups.
(2) Instructions for hookups and use of all equipment provided by the Cable Operator including, but not limited to:
a. Digital converters;
b. Remote control devices;
c. A/B switches;
d. Parental control/lock out devices;
e. Any other devices that the Cable Operator provides for Subscriber use.
(c) Copies of customer service standards. At any time the Subscriber may request, the Cable Operator shall provide a copy of this article and any other applicable customer service standards;
(d) Notice of changes in rates, programming, or channel positions required 30 days in advance. The Cable Operator shall provide Subscribers with written notification of any change in rates, programming, or channel positions, at least 30 days before the effective date of change.
(e) Copies of customer notices must be provided to City. Copies of all Subscriber notices specified in subsections 5.90.1018(a), (b) and (d) shall be provided concurrently or preferably, in advance, to the City Clerk by mail, delivery service, fax, or electronic mail.
(f) Identification required for certain cable operator employees and vehicles. All officers, agents, and employees of the Cable Operator or its contractors or subcontractors who are in personal contact with cable Subscribers shall wear on their outer clothing identification cards bearing their name and photograph. The Cable Operator shall account for all identification cards at all times. Every vehicle of the Cable Operator shall be clearly visually identified to the public as working for the Cable Operator. Every vehicle of a subcontractor or contractor shall be labeled with the name of the contractor and further identified as contracting or subcontracting for the Cable Operator.
(g) Notice of cost estimate to be provided by Cable Operator prior to providing work or service. Each Customer Service Representative, technician, agent, or employee of the Cable Operator in each contact with a Subscriber shall state the estimated cost of the service, repair, or installation orally prior to delivery of the service or before any work is performed, and shall provide the Subscriber with an oral statement of the total charges before terminating the telephone call or before leaving the location at which the work was performed.
(Ord. No. 5565, § 1, 4-21-04)
Source: City of Reno, Nevada, Administrative Code, City Charter and Annexation and Land Development Code (Municode Library, library.municode.com)URL: https://library.municode.com/nv/reno/codes/administrative_code?nodeId=PT2READCO_TIT5PRLIPEFR_CH5.90FR_ARTIXMACATEOR_S5.90.1018CUINNOFetched: 11/1/2026