Arkansas Code
Subchapter 2 - Arkansas Video Service Act
§ 23-19-208. Customer service standards

(a) A video service provider shall comply with the customer service requirements under 47 C.F.R. § 76.309(c), as it existed on January 1, 2013.
(b)
(1) A video service provider shall maintain a local or toll-free number for customer service contact.
(2)
(A) A video service provider shall implement an informal process for handling political subdivision or customer inquiries, billing issues, service issues, and other complaints.
(B) If an issue is not resolved through the informal process under subdivision (b)(2)(A) of this section, a political subdivision may request a confidential, nonbinding mediation with the video service provider, with the costs of the mediation to be shared equally between the political subdivision and the video service provider.


(c)
(1) A video service provider shall notify customers in writing of a change in rates, programming services, or channel positions as soon as possible.
(2) Written notice shall be given to subscribers at least thirty (30) days in advance of the change if the change is within the control of the video service provider.

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