Signal Quality Complaint Resolution Procedures

Technical Complaint Resolution Notification

According to Section 76.1602 of the FCC Rules and Regulations, Green Hills is required to inform you that the following procedures are in effect to ensure any complaint concerning technical quality of video signal is promptly and efficiently resolved. Any unresolved complaint concerning the technical quality of video signal should be put in writing and sent to Green Hills Telephone Corporation, Attn: Customer Service, 7926 NE State Route M, PO Box 227, Breckenridge, MO 64625.

Complaints received concerning the technical quality of video signal will be logged on the same day of the receipt with the date, time, nature of complaint, name, address and telephone number of the customer.

A system specialist will analyze the complaint and make an initial assessment concerning the probable cause. A service technician will investigate these complaints within 24 to 48 hours of receipt depending on the need and Green Hills’ ability to access your premises. If the problem can be resolved without a service call, you will be advised of this immediately, and the resolution of the complaint will be noted in the complaint logbook.

All efforts will be made by Green Hills’ staff to resolve any complaints concerning the technical quality of service promptly and efficiently. Should the service technician fail to correct the problem, you may contact the Green Hills office at 644-5411 or 1-800-846-3426. The complaint will be reviewed and corrective action will be taken. If Green Hills is not able to take any further action to correct the problem, you will be promptly informed of our findings and the reason the problem cannot be corrected. Should you not be satisfied with the investigation and handling of a complaint, you may contact your local franchising authority.

Closed Caption Complaints

TV’s Closed captioning complaints may be directed to: Customer Service, Green Hills Communications, PO Box 227, Breckenridge, MO 64625; call 1-800-846-3426, fax to 660-644-5464, or e-mail to comments@greenhills.net.

Customer Information

The Federal Cable Communications Policy Act of 1984 contains certain provisions regarding the collection and disbursement of personally identifiable information by video television operators. In accordance with those provisions, this video system collects and maintains personally identifiable information concerning customers. That information includes, among other things, your name, address, phone number, billing records; service maintenance and repair records; premium service subscription information; marketing information and customer complaints.

Personally identifiable information is generally used for the normal business purpose of offering and rendering video television service and other services to you. Some persons have access to such information when necessary in connection with our business or when otherwise desirable. Access may be on a day-to-day basis. These people who have access include video system employees; video system sales agents; businesses which provide services to the video system, such as our accountants, billing and collection services, program and program guide providers where applicable; program services which will periodically audit subscription information and other business that seeks to use your name, address, etc. The video system will not maintain such information after it is no longer necessary for carrying on our business.

As a customer, you may review any personal information held by us which pertains to you if you give us a reasonable period of time to locate and, if necessary, prepare the information for review. Preparation is sometimes necessary to avoid disclosure of information relating to other customers. If you wish to review your personal information, please contact us by letter or telephone to arrange for a review. The review will be at our business office. You may request correction of any errors in personal information that we collect and maintain pertaining to you. Federal law prohibits collecting any personally identifiable information other than information necessary to carry on our business or to detect theft of service, unless you consent.

To the extent that we are permitted to collect personally identifiable information, we are permitted to disclose such information only to the extent necessary to conduct our business. In addition the law allows us to disclose your name and address for non-video service related mailing lists or other purposes unless you tell us you do not wish us to disclose it. Such disclosures of names and address may not be in a form that discloses the extent or type of any use you make of services we provide, nor may it disclose the nature of any transaction you make over the video system. If you do not wish to have your name and address disclosed even in limited situations described above, or if you wish to limit the circumstances in which we will disclose it, please obtain, fill out and return an opt out form from our local business office. We may not disclose personally identifiable information without your consent, unless we are required to do so by court order.

Any person aggrieved by an act of a video operator in violation of these federal limitations on the collection and disclosures of personally identifiable information may bring a civil action in a United States District Court to enforce the limitations.