NRS711.620. Customer service: Compliance with certain federal requirements; duties of video service providers and local governments; procedure regarding subscriber complaints.

      1.  A video service provider:

      (a) Shall comply with the provisions of 47 C.F.R. §§ 76.309, 76.1601 to 76.1604, inclusive, and 76.1618 to 76.1622, inclusive, as adopted and as may be amended by the Federal Communications Commission, with regard to the standards governing the quality of video service and customer service; and

      (b) May not be required to comply with more stringent or different customer service obligations than those set forth in paragraph (a).

      2.  To facilitate the resolution of complaints regarding video service made by subscribers:

      (a) A video service provider shall establish and maintain a customer service department and provide each subscriber with instructions for:

             (1) Contacting the customer service department if the subscriber has a complaint regarding video service; and

             (2) Contacting the local government if the video service provider does not resolve the complaint to the satisfaction of the subscriber.

Ê The video service provider shall provide such instructions to the subscriber in each bill and in any service-related notice or other direct correspondence which the video service provider sends to the subscriber and which is related to that subscriber’s video service. For the purposes of this paragraph, “service-related notice or other direct correspondence” does not include general advertising, marketing, promotional or public service materials that the video service provider sends to other subscribers or the public generally.

      (b) Each local government which is located in a county whose population is 25,000 or more and which collects a franchise fee pursuant to NRS 711.670 shall establish a process to:

             (1) Make available to the public a list of video service providers authorized to provide video service within the jurisdiction of the local government;

             (2) Respond to inquiries from subscribers and disseminate information to those subscribers regarding the standards governing the quality of video service and customer service prescribed by subsection 1 and the procedures available to subscribers to resolve complaints with such video service providers;

             (3) Coordinate the resolution of subscriber complaints with the customer service departments of such video service providers;

             (4) Facilitate access by subscribers to procedures to seek corrective action or other redress from such video service providers for alleged violations of the customer service standards prescribed by subsection 1; and

             (5) Maintain a record of the number and general subject matter of subscriber complaints against each such video service provider. The record must contain a separate listing for each such video provider and must be made available for public inspection.

      3.  Before a local government may take the action permitted by subsection 4 against a video service provider regarding a complaint from a subscriber:

      (a) The subscriber must provide notice of the complaint to the video service provider by contacting the customer service department of the video service provider; and

      (b) The video service provider must be given a period of not less than 10 business days after the date on which it receives the notice from the subscriber to resolve the complaint to the satisfaction of the subscriber.

      4.  If a local government has reasonable cause to believe that a video service provider has committed persistent or repeated violations of the customer service obligations that apply to the video service provider pursuant to this section, the local government may file a written complaint with the Bureau of Consumer Protection in the Office of the Attorney General pursuant to NRS 711.850.

      (Added to NRS by 2007, 1361)