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Title 47 — Telegraphs, Telephones, and RadiotelegraphsRelease 119-73

§552 Consumer protection and customer service

Title 47 › Chapter CHAPTER 5— - WIRE OR RADIO COMMUNICATION › Subchapter SUBCHAPTER V–A— - CABLE COMMUNICATIONS › Part Part IV— - Miscellaneous Provisions › § 552

Last updated Apr 6, 2026|Official source

Summary

Local franchising authorities (the local government that gives a cable company permission to operate) can set and enforce customer service rules for cable companies. They can also require schedules and performance rules for construction work by the cable company. The Federal Communications Commission had to create, within 180 days of October 5, 1992, basic customer service standards. Those must cover office hours and phone access; installations, outages, and service calls; and how the company communicates with subscribers, including bills and refunds. Cable companies may notify customers of service or rate changes by any reasonable written method. They do not have to give advance notice when a rate change is caused by a regulatory fee, franchise fee, or any fee, tax, assessment, or charge imposed by a Federal agency, State, or franchising authority. States and franchising authorities may adopt or keep stronger consumer protection or higher customer service rules than the FCC standards.

Full Legal Text

Title 47, §552

Telegraphs, Telephones, and Radiotelegraphs — Source: USLM XML via OLRC

(a)A franchising authority may establish and enforce—
(1)customer service requirements of the cable operator; and
(2)construction schedules and other construction-related requirements, including construction-related performance requirements, of the cable operator.
(b)The Commission shall, within 180 days of October 5, 1992, establish standards by which cable operators may fulfill their customer service requirements. Such standards shall include, at a minimum, requirements governing—
(1)cable system office hours and telephone availability;
(2)installations, outages, and service calls; and
(3)communications between the cable operator and the subscriber (including standards governing bills and refunds).
(c)A cable operator may provide notice of service and rate changes to subscribers using any reasonable written means at its sole discretion. Notwithstanding section 543(b)(6) of this title or any other provision of this chapter, a cable operator shall not be required to provide prior notice of any rate change that is the result of a regulatory fee, franchise fee, or any other fee, tax, assessment, or charge of any kind imposed by any Federal agency, State, or franchising authority on the transaction between the operator and the subscriber.
(d)(1)Nothing in this subchapter shall be construed to prohibit any State or any franchising authority from enacting or enforcing any consumer protection law, to the extent not specifically preempted by this subchapter.
(2)Nothing in this section shall be construed to preclude a franchising authority and a cable operator from agreeing to customer service requirements that exceed the standards established by the Commission under subsection (b). Nothing in this subchapter shall be construed to prevent the establishment or enforcement of any municipal law or regulation, or any State law, concerning customer service that imposes customer service requirements that exceed the standards set by the Commission under this section, or that addresses matters not addressed by the standards set by the Commission under this section.

Legislative History

Notes & Related Subsidiaries

Editorial Notes

References in Text

This chapter, referred to in subsec. (c), was in the original “this Act”, meaning act June 19, 1934, ch. 652, 48 Stat. 1064, known as the Communications Act of 1934, which is classified principally to this chapter. For complete classification of this Act to the Code, see section 609 of this title and Tables.

Amendments

1996—Subsecs. (c), (d). Pub. L. 104–104 added subsec. (c) and redesignated former subsec. (c) as (d). 1992—Pub. L. 102–385 amended section generally. Prior to amendment, section read as follows: “(a) A franchising authority may require, as part of a franchise (including a franchise renewal, subject to section 546 of this title), provisions for

Enforcement

of— “(1) customer service requirements of the cable operator; and “(2)

Construction

schedules and other

Construction

-related requirements of the cable operator. “(b) A franchising authority may enforce any provision, contained in any franchise, relating to requirements described in paragraph (1) or (2) of subsection (a) of this section, to the extent not inconsistent with this subchapter. “(c) Nothing in this subchapter shall be construed to prohibit any State or any franchising authority from enacting or enforcing any consumer protection law, to the extent not inconsistent with this subchapter.”

Statutory Notes and Related Subsidiaries

Effective Date

of 1992 AmendmentAmendment by Pub. L. 102–385 effective 60 days after Oct. 5, 1992, see section 28 of Pub. L. 102–385, set out as a note under section 325 of this title.

Effective Date

Section effective 60 days after Oct. 30, 1984, except where otherwise expressly provided, see section 9(a) of Pub. L. 98–549, set out as a note under section 521 of this title.

Reference

Citations & Metadata

Citation

47 U.S.C. § 552

Title 47 — Telegraphs, Telephones, and Radiotelegraphs

Last Updated

Apr 6, 2026

Release point: 119-73