Ontario Municipal Code Art. 4 Registration of Video Providers Not Using the Public Rights-of-Way

Pursuant to Cal. Gov't Code § 53088.2, all video providers that are operating in the City on the effective date of this article, or that intend to operate in the City after the effective date of this article, and are not required under applicable law to operate under a license, lease, or similar written agreement with the City, must register with the City. The registration form must include or be accompanied by the following:

(1) The video provider's name, address, and local telephone numbers.

(2) The names of the officers of the video provider.

(3) A copy of the video provider's written policies and procedures relating to customer service standards and the handling of customer complaints, as required by Cal. Gov't Code §§ 53054 et seq. These customer service standards must include, without limitation, standards regarding the following:

(i) Installation, disconnection, service and repair obligations, employee identification, and service call response time and scheduling.

(ii) Customer telephone and office hours.

(iii) Procedures for billing, charges, refunds, and credits.

(iv) Procedures for termination of service.

(v) Notice of the deletion of a programming service, the changing of channel assignments, or an increase in rates.

(vi) Complaint procedures and procedures for bill dispute resolution.

(vii) The video provider's written acknowledgement of its obligation under Cal. Gov't Code § 53055.1 to provide to new customers a notice describing the customer service standards specified above in subparagraphs (A) through (F) at the time of installation or when service is initiated. The notice must also include, in addition to all of the information described above in subparagraphs (A) through (F), all of the following:

(A) A listing of the services offered by the video provider that clearly describes all levels of service and the rates for each level of service.

(B) The telephone number or numbers through which customers may subscribe to, change, or terminate service, request customer service, or seek general or billing information.

(C) A description of the rights and remedies that the video provider may make available to its customers if the video provider does not materially meet its customer service standards.

(viii) The video provider's written commitment to distribute annually to its employees and customers, and to the City, a notice describing the customer service standards specified above in subparagraphs (A) through (F). This annual notice must include the report of the video provider on its performance in meeting its customer service standards, as required by Cal. Gov't Code § 53055.2.

(4) Unless a video provider is exempt under federal law from its payment, a registration fee in an amount established by resolution of the City Council to cover the reasonable costs incurred by the City in reviewing and processing the registration form.

(5) In addition to the registration fee specified above in subsection (4), the written commitment of the video provider to pay to the City, when due, all costs and expenses reasonably incurred by the City in resolving any disputes between the video provider and its subscribers, which dispute resolution is mandated by Cal. Gov't Code § 53088.2(o).

(§ 1, Ord. 2833, eff. August 5, 2006)