West Virginia Code 24D-1-19 – Recording of subscriber complaints
(a) Every cable operator shall keep a record or log of all complaints received regarding quality of service, rates, programming, equipment malfunctions, billing procedure, employee relations with customers and similar matters as may be prescribed by the commission. The records shall be maintained for a period of two years.
Terms Used In West Virginia Code 24D-1-19
- Cable operator: means any person or group of persons: (A) Who provides cable service over a cable system and directly or through one or more affiliates owns a significant interest in the cable system. See West Virginia Code 24D-1-2
- Complaint: A written statement by the plaintiff stating the wrongs allegedly committed by the defendant.
- Franchising authority: means a municipality, a county commission or the Public Service Commission empowered by federal, state or local law to grant a cable franchise. See West Virginia Code 24D-1-2
(b) The record or log shall contain the following information for each complaint received:
(1) Date, time, nature of complaint;
(2) Name, address, telephone number of complainant;
(3) Investigation of complaint; and
(4) Manner and time of resolution of complaint.
(c) Consistent with the subscriber privacy provisions contained in 47 U.S.C. § 551 as the same is in effect on the effective date of this chapter, every cable operator shall make the logs or records, or both, of such complaints available to any authorized agent of the commission and the franchising authority, upon request during normal business hours for on-site review.