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(B) Customers will oe r.ocifieri c: any cnances rn races, <br />procramminc services cr channel pcsicions as scon as pcssrc:.e <br />chroucn announcerencs on the cable system and in writing. Notice <br />must be given to subscribers a mini.mum or tnirty (30) days i.n <br />acvance or suc.n changes ir the change is within the control or <br />tne cade cperator. ’in addition, the cable ccerator jnall notify <br />sucscribers thirty (30 days in advance of a.ny sipnirleant <br />Changes in the otner inrormat .on requirec by the preceding <br />paragraph. <br />(ii) Billi.ng- <br />(.\) Bills will be clear, concise and understancable. Bills <br />must be fully itemirec, with ite.'nications i.ncluding, out .not <br />li.mited to, basic a.nd pre.mium. service c.narges and ecuipment <br />Charges. Bills will also clearly delineate all activity during <br />t.ne oilling period, i.ncludi.ng optional c.narges, recates a.nd <br />(3) In case of a billing dispute, the cable operator .must <br />respond to a written complaint from a subscriber within thirty <br />(30) days. <br />(ill) Refunds- Refund checks will be issued promptly, but <br />.no later than either- <br />(A) the customer's ne-xt billing cycle followi.hc resolution <br />of the request or thirty (30) days, whichever is earlier, or <br />(3) The retur.n of the equipment supplied by the cable <br />operator if service is terminated. <br />(iv) Credits- Credits for service will be issued no later <br />than the customer's ne.xt balling cycle following the <br />determination t.hat a credit is warranted. <br />(4) Definitions- <br />(i) Normal Business .Hours- The term "normal business hours" <br />means those hours during which .most similar businesses i.n the <br />community are open to serve customers. In ail cases, "normal <br />business hours"'must include some evening hours at least one <br />nig'uc per week and/or some weekend hours. <br />(ii) Normal Operating Condition.^- The term "nor.mal <br />operating conditions" means those service conditions which are <br />within the control of the cable operator. Those co.nditions which <br />are not within the control of the cable operator include, but are <br />not limited to, natural disasters, civil disturbances, power <br />outages, telephone network outages, and severe or unusual weather <br />conditions. Those conditions which are ordinarily within the <br />control of the cabiC cperator i.nclude, but are not limited to. <br />0