District of Columbia Administrative Code

324 FORMAL COMPLAINTS 324.1 A Formal Complaint shall be in writing, signed by the Complainant or legal counsel, and shall state facts necessary to state a claim upon which relief may be granted and the specific relief requested. The Complainant or legal counsel shall submit the C…

325 FORMAL HEARING PROCEDURES 325.1 A formal hearing shall, if appropriate, be scheduled within forty-five (45) Days of the filing of the Complaint answer. Except in special cases, hearings shall be held during business hours of the Commission. The Commission shall designate a he…

326 DECISION AND APPEALS 326.1 Within thirty (30) Days after the close of the record, the hearing officer shall issue a written decision which states the issues and makes findings of fact, conclusions of law, and his or her disposition of the matter. 326.2 When reviewing the matt…

327 CUSTOMER PROTECTION STANDARDS APPLICABLE TO ENERGY SUPPLIERS 327.1 This section sets forth billing, Deposit, Enrollment, Termination of Contract, supplier switching, advertising and minimum Contract standards that apply to Energy Suppliers, Marketers, Aggregators, and Consoli…

328 CUSTOMER PROTECTION STANDARDS APPLICABLE TO TELECOMMUNICATIONS SERVICE PROVIDERS 328.1 The purpose of the Telecommunications Service Provider Consumer Protection Standards is to establish uniform standards for billing, security deposits, Disconnections and reconnections of se…

398 WAIVER 398.1 The Commission may upon request, or on its own initiative after notice to the parties of its intention do so, waive any provision of this chapter for good cause. SOURCE: Final Rulemaking published at 55 DCR 10014 (September 26, 2008); as amended by Final Rulemaki…

399 DEFINITIONS 399.1 When used in this chapter, the following terms and phrases shall have the meaning ascribed: Account: A record capturing information related to the service(s) provided to a Customer or at a premise by a Utility, Energy Supplier or Telecommunications Service P…

3000 GENERAL PROVISIONS 3000.1 This chapter shall establish procedures to govern access to residential rental property by a cable television operator to install cable television facilities and equipment. 3000.2 Subject to the provisions of this chapter, a cable television operato…

3001 TIME 3001.1 In computing any period of time specified in this chapter, calendar days shall be counted. 3001.2 In computing any period of time specified in this chapter, the day of the act, event, or default from which the designated period of time begins to run shall not be …

3002 PROOF OF SERVICE 3002.1 Proof of service, stating the name and address of the person on whom service is made and the manner and date of service, may be shown by any of the following methods: (a) Written acknowledgement by the person served or by his or her representative; (b…

3003 NOTICE OF INSTALLATION OF CABLE FACILITIES 3003.1 Before installing cable television facilities or equipment or residential rental property, the cable operator shall serve written notice to the owner, or authorized agent of the property, of the cable operator's intent to ins…

3004 OWNER'S RESPONSE TO NOTICE OF INTENT TO INSTALL CABLE FACILITIES 3004.1 Within fifteen (15) days after serving the notice required by §3003, the owner or authorized agent of the property shall serve, by hand, or certified mail, on the cable television operator a written stat…

3005 FAILURE OF OWNER TO RESPOND TO NOTICE 3005.1 If the owner fails to respond within the fifteen (15) days required by § 3004.1, the cable television operator shall apply to the Office for approval to install cable television facilities. The application shall be verified by an …

3006 APPLICATION BY OWNER FOR COMPENSATION 3006.1 If an owner believes he or she is entitled to compensation in excess of one dollar ($1), the owner may file an application with the Office requesting a determination of the compensation. 3006.2 Applications for compensation shall …

3099 DEFINITIONS 3099.1 When used in this chapter, the following terms and phrases shall have the meaning ascribed: Cable Television Operator - a cable television company authorized to construct and operate a cable television system along the public ways in the District of Columb…

3100 POLICY AND APPLICATION 3100.1 This chapter defines the customer service standards by which cable television operators shall provide cable service to subscribers in the District of Columbia. 3100.2 This chapter 31 shall apply to an Open Video System operator. For the purposes…

3101 NOTICE 3101.1 In addition to notice required elsewhere in this chapter 31, a cable operator shall provide written notice to the Office of Cable Television ("OCT") and to all subscribers at least thirty (30) days prior to the effective date of any of the following: (a) A chan…

3102 SUBSCRIPTION INFORMATION 3102.1 A cable operator shall provide written information in a complete and comprehensible manner to all subscribers at least annually, at the time of installation of service, and upon request, in each of the following areas: (a) A listing and descri…

3103 EQUIPMENT PROVIDED BY A CABLE OPERATOR 3103.1 A cable operator shall make available necessary equipment for subscribers to utilize services provided by a cable operator, such as converters and remote control devices. A cable operator shall supply a parental control device up…

3104 CUSTOMER SERVICE CENTERS 3104.1 A cable operator shall maintain at least one (1) customer service center within the District of Columbia, accessible to the public, that can fully accommodate bill payments, return or exchange of equipment, subscriber complaints, and in-person…

3105 TRAINING OF EMPLOYEES 3105.1 A cable operator shall operate its customer service center, train its employees, and maintain its telephone lines so that subscribers' complaints are resolved quickly, professionally, and politely. 3105.2 All employees of a cable operator who com…

3106 TELEPHONE STANDARDS 3106.1 A cable operator shall have toll-free and local telephone access numbers that shall be answered twenty-four (24) hours per day, seven (7) days per week for receiving all customer service and billing inquiries. 3106.2 A cable operator shall make ava…

3107 BILLING 3107.1 A cable operator's subscriber bill shall present information clearly, comprehensibly, concisely, and accurately. 3107.2 Each bill shall contain an itemized account of all charges and fees. Bills shall also include: (a) The date on which payment is due from a s…

3108 APPOINTMENTS, INSTALLATION AND REPAIR 3108.1 Upon a request for a cable-related service that requires access to the subscriber's premises, a cable operator shall either offer a specific time or "appointment window" time block of not more than four (4) hours for the selection…

3109 INSTALLATION 3109.1 A cable operator shall complete a requested standard installation and installation of other additional services, including requests for additional outlets, service upgrades, or other connections (for example digital service or cable modem), within seven (…

3110 INTERRUPTION OF SERVICE 3110.1 A cable operator shall exercise its best efforts to limit a scheduled interruption of cable service to the shortest period of time, to the greatest extent possible. 3110.2 Except in emergencies or for interruptions of five (5) minutes or less, …

3111 REPAIR; OUTAGE AND RECEPTION PROBLEMS 3111.1 A cable operator shall have technicians on call twenty-four (24) hours per day, seven (7) days per week, including legal holidays, to address and repair system outages and other service problems. 3111.2 A cable operator shall main…

3112 SUBSCRIBER COMPLAINTS 3112.1 A cable operator shall work diligently to resolve subscriber complaints and shall cooperate with OCT's customer service efforts. 3112.2 A cable operator shall establish clear, written procedures for addressing complaints, whether the complaints a…

3113 DISCONNECTION AND TERMINATION OF SERVICE 3113.1 A subscriber may at any time request a disconnection of service. A cable operator shall disconnect service at no charge to the subscriber, except that the subscriber may be obligated to pay an outstanding account balance. 3113.…

3114 SPANISH-SPEAKING CUSTOMERS 3114.1 A cable operator shall use its best efforts to make all customer services and obligations required pursuant to this chapter 31 available in both English and Spanish. Customer service centers of a cable operator shall be equipped to provide b…

3115 REPORTS 3115.1 Consistent with a cable operator's applicable franchise agreement and applicable law, a cable operator shall provide a monthly report to OCT to measure the performance of the cable operator under this chapter 31. The report shall cover the following areas: tel…

3116 TREATMENT OF PROPERTY 3116.1 If a cable operator activity causes damage to private property, the cable operator shall reimburse the property owner for the cost of the damage or shall replace the damaged property. 3116.2 Consistent with the applicable franchise agreement, a c…

3117 CREDITS 3117.1 If a credit to a subscriber is required pursuant to this chapter 31 or an applicable franchise agreement, the cable operator shall provide the credit to the affected subscriber's account within thirty (30) days after the determination that the subscriber is en…

3118 NO DISCRIMINATION 3118.1 Except to the extent otherwise permitted by applicable law (and after receiving the District's approval, to the extent the District is exercising such authority pursuant to applicable law), a cable operator shall not discriminate among subscribers wi…

3119 RESERVED SOURCE: Final Rulemaking published at 49 DCR 6797 (July 19, 2002).

3120 RESERVED SOURCE: Final Rulemaking published at 49 DCR 6797 (July 19, 2002).

3121 RESERVED SOURCE: Final Rulemaking published at 49 DCR 6797 (July 19, 2002).

3122 RESERVED SOURCE: Final Rulemaking published at 49 DCR 6797 (July 19, 2002).

3123 RESERVED SOURCE: Final Rulemaking published at 49 DCR 6797 (July 19, 2002).

3124 RESERVED SOURCE: Final Rulemaking published at 49 DCR 6797 (July 19, 2002).

3125 RESERVED SOURCE: Final Rulemaking published at 49 DCR 6797 (July 19, 2002).

3126 RESERVED SOURCE: Final Rulemaking published at 49 DCR 6797 (July 19, 2002).

3127 RESERVED SOURCE: Final Rulemaking published at 49 DCR 6797 (July 19, 2002).

3128 RESERVED SOURCE: Final Rulemaking published at 49 DCR 6797 (July 19, 2002).

3129 RESERVED SOURCE: Final Rulemaking published at 49 DCR 6797 (July 19, 2002).

3130 RESERVED SOURCE: Final Rulemaking published at 49 DCR 6797 (July 19, 2002).

3131 RESERVED SOURCE: Final Rulemaking published at 49 DCR 6797 (July 19, 2002).

3132 RESERVED SOURCE: Final Rulemaking published at 49 DCR 6797 (July 19, 2002).

3133 RESERVED SOURCE: Final Rulemaking published at 49 DCR 6797 (July 19, 2002).

3134 RESERVED SOURCE: Final Rulemaking published at 49 DCR 6797 (July 19, 2002).