N.J. Admin. Code § 14:18-6.7 - Complaint recording and reporting
(a) Each cable
television company shall keep, for at least a period of three years beyond the
close of the calendar year of the report in (g) below, a record of all
complaints received at its offices, which shall include the name and address of
the customer, the date, the nature of the complaint, any corrective action
taken, and the final disposition of the complaint.
(b) Each cable television company shall seek,
collect and document consent from each customer for the release of personally
identifiable information, as defined by
N.J.S.A.
48:5A-55(d), to the Board
and to the Office, as follows:
1. Upon a new
request for service, the cable television company shall provide an initial
written notice seeking the customer consent required under this subsection.
Such consent shall be confirmed in writing;
2. At least once per calendar year, the cable
television company shall notify customers that the customer may provide the
consent required above. The notice may be given through a bill insert, bill
notice, direct first class mailing or through another manner if specifically
directed by the Board. This notice shall, at a minimum, provide the customer
with a method of responding to the cable television company so that consent can
be recorded and retained by the cable television company. The method of
response may be in either a physical or electronic format;
3. The cable television company shall obtain
the approval of the Office for the written initial and annual notices required
under this subsection prior to sending the notice to customers; and
4. A refusal on the part of a customer to
provide consent does not release the cable television company from the
requirements for recording, retaining and reporting all complaints received in
accordance with this section, except as provided in (d) and (e)
below.
(c) The cable
television company shall make all complaint records available at any time for
inspection by the staff of the Board or the Office.
(d) All complaint records available for
inspection, which involve a customer for whom the cable television company has
obtained release of personally identifiable information, shall contain said
personally identifiable information. If a complaint record involves a customer
for whom the cable television company has not obtained release of personally
identifiable information, the cable television company shall redact that
information prior to inspection under (c) above.
(e) The cable television company shall
provide copies of all complaint records to the staff of the Board or Office
upon request. All complaint records so provided, which involve a customer for
whom the cable television operator has obtained release of personally
identifiable information, shall contain said personally identifiable
information. If a complaint record involves a customer for whom the cable
television operator has not obtained release of personally identifiable
information, the cable television company shall redact that information prior
to providing the copy.
(f) The
Board may order a cable television company to utilize other methods, as
necessary, to:
1. Ensure that customers are
provided with adequate opportunity to provide consent for the release of
personally identifiable information to the Board and the Office;
and/or
2. Ensure that the Board
receives the information described under (a) above.
(g) Each cable television company shall
furnish to the Office annually, on or before January 31, a detailed report of
the number and character of complaints made by customers and communicated to
the cable television company during the previous year. This report shall be
submitted on a form prescribed by the Director, which shall use a uniform
reporting methodology and shall require information containing those matters as
the Office may from time to time prescribe.
(h) All reports submitted to the Office shall
comply with the State's Cable Subscriber Privacy Protection Act,
N.J.S.A.
48:5A-54 et seq. and the Federal Protection
of Subscriber Policy,
47 U.S.C. §
551.
(i) The Office shall forward copies of the
reports required under (g) above to the Governor and members of the Legislature
by the Office within 30 days of receipt of the reports.
Notes
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