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\, .. <br />( d) Instructions on how to use the Cable Service; <br />( e) Channel positions of programming carried on the System; and <br />(f) Billing and complaint procedures, including the address and telephone <br />nwnber of the Grantee's customer service department. <br />Subscribers shall be advised of the procedures for resolution of complaints about the quality of <br />the television signal delivered by Grantee, including the address of the responsible officer of the <br />Grantee. Subscribers will be notified of any changes in rates, programming services or Channel <br />positions as soon as possible in writing. Notice must be given to Subscribers a minimum of <br />thirty (30) days in advance of such changes if the change is within the control of Grantee. In <br />addition, Grantee shall notify Subscribers thirty (30) days in advance of any significant changes <br />in the information required by this Section (5). <br />(6) Notice or Rate Programming Change. In addition to the requirement of this <br />subparagraph (f) regarding advance notification to Subscribers of any changes in rates, <br />programming services or Channel positions, Grantee shall give thirty (30) days written notice to <br />both Subscribers and the City before implementing any rate or Service change. Such notice shall <br />state the precise amount of any rate change and briefly explain in readily understandable fashion <br />the cause of the rate change (e.g., inflation, change in external costs or the addition/deletion of <br />Channels). When the change involves the addition or deletion of Channels, each Channel added <br />or deleted must be separately identified. For purposes of the carriage of digital broadcast signals, <br />Grantee need only identify for Subscribers, the television signal added and not whether that <br />signal may be multiplexed during certain dayparts. <br />(7) Subscriber Contracts. Grantee shall, upon written request, provide the City with <br />any standard form residential Subscriber contract utilized by Grantee. If no such written contract <br />exists, Grantee shall file with the City a document completely and concisely stating the length <br />and terms of the Subscriber contract offered to customers. The length and terms of any standard <br />form Subscriber contract(s) shall be available for public inspection during Normal Business <br />Hours. A list of Grantee's current Subscriber rates and charges for Cable Service shall be <br />maintained on file with City and shall be available for public inspection. <br />(8) Refund Policy. If a Subscriber's Cable Service is interrupted or discontinued, for <br />twenty-four (24) or more consecutive hours, Grantee shall, upon request by the Subscriber, credit <br />such Subscriber pro rata for such interruption. For this purpose, every month will be assumed to <br />have thirty (30) days. <br />(9) Late Fees. Grantee shall comply with all applicable state and federal laws with <br />respect to any assessment, charge, cost, fee or sum, however characterized, that Grantee imposes <br />upon a Subscriber for late payment of a bill. The City reserves the right to enforce Grantee 's <br />compliance with all Applicable Laws to the maximum extent legally permissible. <br />(I 0) Customer Bills. Customer bills shall be designed in such a way as to present the <br />information contained therein clearly and comprehensibly to Customers, and in a way that (A) is <br />not misleading and (B) does not omit material information. Notwithstanding anything to the <br />171276v2 D-3 <br />113