Compilation of Rules and Regulations of the State of Georgia Department 93 - CABLE AND VIDEO SERVICE COMPLAINTS

Here’s a summary of Department 93 – Cable and Video Service Complaints from the Georgia Compilation of Rules and Regulations, current through early June 2025:

📘 Chapter 93‑1: Rules of General Applicability

• Rule 93‑1‑.01 – Definitions

Clarifies key terms used throughout the chapter, including:

Cable service, video service, provider, subscriber, complaint, and affected local governing authority—the county or municipality overseeing service in its jurisdiction 

• Rule 93‑1‑.02 – Customer Service Standards

Providers must meet several service-quality metrics, modeled after the FCC’s standards:

24/7 access via toll-free or collect call lines.

Response time: ≤ 30 sec under normal conditions.

Busy signal: < 3% of calls.

Installations: ≤ 7 business days from order.

Service interruptions: must begin within 24 hrs of customer’s request.

Appointment windows: specific or within a 4‑hr block.

Late‑arrival communications and rescheduling protocols.

Billing credits/refunds: refunds by next cycle or within 30 days; credits next cycle (rules.sos.ga.gov).

• Rule 93‑1‑.03 – Complaint Resolution

Providers must establish and distribute written complaint resolution and refund policies:

Distribute protocols to local authorities and subscribers (initially, on request, and annually via billing) and notify stakeholders of any changes before they take effect.

Appoint a designated contact for complaints sent to the Secretary of State and local governments.

Upon receipt of a local authority–forwarded complaint:

Contact subscriber within 3 business days.

Resolve within 10 business days.

Provide a written resolution report to both subscriber and authority within 3 business days after the 10-day window.

Inform subscriber of right to pursue further review (regulations.justia.com).

• Rule 93‑1‑.04 – Credits and Refunds

Subscribers are entitled to specific credits or refunds in these situations:

Missed installations (initial or rescheduled): credit equal to installation charge, and if a second miss occurs, credit equivalent to three months’ basic service.

Service interruption not addressed within 24 hours: credit equal to cost of prior billing period.

Missed service appointment: $20 credit.

Improper terminations: free reconnection plus refund for the affected period.

Late credits/refunds: penalty equal to twice the owed amount (rules.sos.ga.gov).

• Rule 93‑1‑.05 – Billing Disputes

Providers may not impose late fees, penalties, or discontinue service for disputed billing items until the complaint process is complete .

🏛️ Administrative & Statutory Authority

These rules were filed Dec 7, 2007, and became effective Jan 1, 2008 (with periodic updates up to June 2025).

Adopted under authority of O.C.G.A. § 36‑76‑7

 

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