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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