CABLE TV COMPLAINTS

Commission staff will investigate complaints regarding construction, installation, customer service, billings, etc., and work with the cable company toward resolution.  Complaint advice is also available to subscribers of non-cable television video providers, including satellite, master antenna, and direct broadcast.

Your inquiries and concerns to the Commission are important input which help Commission staff monitor the performance of cable companies. Since the Commission does not have direct access to cable company records or operations, many issues are only brought to the Commission's attention by cable subscribers.

How to Submit a Complaint

• Complaints are accepted by telephone, fax, mail, in person, and e-mail.
• Written Complaints may be required for complicated or on-going issues.
• Commission staff is available Monday - Friday.
  

The Complaint Process

• Complaint resolution computerized tracking.
• Weekly reminders about your pending concerns to the cable company.
• Cable company is required to respond directly to you for resolution (giving you an opportunity to argue and negotiate on your behalf for appropriate resolution with a cable company administrative or management staff).
• Cable company response is required within 10 business days (actual resolution may be longer).
• If you are still unsatisfied after the cable company’s response, call the Commission staff to discuss the details and possible additional action.
  

Regulations Covering Cable

Federal Code, court decisions, and local government ordinance and regulations provide various guidelines and requirements for cable television operators. Additionally, many areas of their business practices and policies are not regulated. Thus, direct action by the Commission can be varied. However, even in areas where no regulations exist, Commission staff is committed to assist you in obtaining a response or resolution whenever possible.

Sacramento Customer Service Regulations

The Commission adopted Cable Television Customer Service Regulations on March 7, 1991, and revised them on March 5, 1992.  These regulations set standards on office and telephone availability; installation, disconnects, and appointments; service outages, refunds, and credits; bills, billings, deposits, and disconnections; notices and identification; logs and reporting; enforcement; and remedies.  You may obtain a copy of the regulations by contacting the Commission.