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<br /> <br />232860v1 <br /> <br />39 <br />telephone number of the Grantee's customer service department. <br />Subscribers shall be advised of the procedures for resolution of complaints about the quality <br />of the television signal delivered by Grantee, including the address of the responsible officer <br />of the Grantee. Subscribers will be notified of any changes in rates, programming services or <br />Channel positions as soon as possible in writing. Notice must be given to Subscribers a <br />minimum of thirty (30) days in advance of such changes if the change is within the control of <br />Grantee. In addition, Grantee shall notify Subscribers thirty (30) days in advance of any <br />significant changes 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, <br />if the change is within the control of the Grantee, to both Subscribers and the City before <br />implementing any rate or Service change. Such notice shall state the precise amount of any <br />rate change and briefly explain in readily understandable fashion the cause of the rate change <br />(e.g., inflation, change in external costs or the addition/deletion of Channels). When the <br />change involves the addition or deletion of Channels, each Channel added or deleted must be <br />separately identified. For purposes of the carriage of digital broadcast signals, Grantee need <br />only identify for Subscribers, the television signal added and not whether that signal may be <br />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 <br />contract exists, Grantee shall file with the City a document completely and concisely stating <br />the length and terms of the Subscriber contract offered to customers. The length and terms of <br />any standard form Subscriber contract(s) shall be available for public inspection during <br />Normal Business Hours. A list of Grantee's current Subscriber rates and charges for Cable <br />Service shall be 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, <br />for twenty-four (24) or more consecutive hours, Grantee shall, upon request by the Subscriber, <br />credit such Subscriber pro rata for such interruption. For this purpose, every month will be <br />assumed to 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 <br />imposes upon a Subscriber for late payment of a bill. The City reserves the right to enforce <br />Grantee's compliance with all Applicable Laws to the maximum extent legally permissible. <br />(10) Customer Bills. Customer bills shall be designed in such a way as to present <br />the information contained therein clearly and comprehensibly to Customers, and in a way that <br />(A) is not misleading and (B) does not omit material information. Notwithstanding anything <br />to the contrary in Section (4), above, Grantee may, in its sole discretion, consolidate costs on <br />Customer bills as may otherwise be permitted by Section 622(c) of the Cable Act (47 U.S.C. <br />§542(c)). <br />104