Video/Cable Complaints

I occasionally receive calls regarding the quality of a resident's cable access.  Some calls involve billing; others are about outages; and others are about content.  Cascade Township is the franchise holder for the cable companies operating in the Township (at least those with wires on poles or undrground).  However, the Township does not have much pull to get those complaints resolved.  However, there is a department at the state level that can help you to get a complaint resolved.

The Michigan Public Service Commission (MPSC) is charged with the responsibility to handle complaints regarding cable complaints.  They ask that you follow the steps below if you have a complaint about your service:

1.  Contact  your video/cable provider and attempt to resolve your dispute.  Here the Township can help, as we have contacts that have been very willing to help resolve issues when the 'normal' channels are not working.  If your issue is not quickly resolved by calling the local or "800" number, give me a call - I will try to help.

2.  If you are dissatisfied with the provider's response to your complaint, you may file an informal complaint with the MPSC.  The phone number to call is:  1-800-292-9555.  Or you may contact the MPSC by email (www.michigan.gov/mpsc) or in writing at:  MPSC, Service Quality Division, Attn.:  Video Franchising, 6545 Mercantile Way, P. O. Box 30221, Lansing, Michigan 48909.  It will take a couple of weeks for the MPSC to review and act on your complaint.

3.  If the issue is still not resolved, then you can file a Formal Complaint and request a hearing (Note - The MPSC will require that you completed steps 1 & 2 before taking your formal complaint).  To file a formal complaint, send the MPSC a letter of complaint that explains the problem and the failure for it to be resolved informally.  The letter must contain your name, address and telephone number;  The name and adress of the provider with whom there is a disagreement; The location/address of the disputed action; The times and dates giving rise to the dispute; and, a description of exactly what happened - dates, who was contacted, what was said, and what resolution (including costs) you are trying to achieve.  You should note what section of the State law pertaining to cable companies is being violated (go online to the Michigan Public Acts, # 480 of 2006 to view a copy of the law). 

The MPSC will investigate the complaint and attempt to bring it to a resolution.  If they cannot resolve it, they will inject mediation to the issue.  At this level, things can really get complicated with parties hiring lawyers and formal hearings and such.  If you get to this step, you may find it easier to hire a lawyer rather than trying to manipulate the system alone.

Lastly, if you have a complaint about video providers not covered by state statutes (for example - satellite companies) contact the Federal Communications Commission (1-888-225-5322 or fcc.gov) to submit your complaint.          

Good luck - may you never have a problem!!