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(11) Failure to Resolve Complaints. Grantee shall resolve a complaint within thirty <br /> (30) days in a manner deemed reasonable by the City under the terms of the Franchise. <br /> (12) Maintain a Complaint Phone Line. Grantee shall maintain a local or toll-free <br /> telephone Subscriber complaint line, available to its Subscribers twenty-four(24) hours per <br /> day, seven(7) days a week. <br /> (13) Notification of Complaint Procedure. Grantee shall have printed clearly and <br /> prominently on each Subscriber bill and in the customer service agreement provided for in <br /> Section(5),the twenty-four(24)hour Grantee phone number for Subscriber complaints. <br /> Additionally, Grantee shall provide information to customers concerning the procedures to <br /> follow when they are unsatisfied with measures taken by Grantee to remedy their complaint. <br /> This information will include the contact information for Grantee's corporate customer service <br /> department as provided in Grantee's Privacy Policy. <br /> (14) Subscriber Privacy. <br /> (a) To the extent required by Minn. Stat. §238.084 Subd. 1(s) Grantee shall <br /> comply with the following: No signals including signals of a Class IV Channel may <br /> be transmitted from a Subscriber terminal for purposes of monitoring individual <br /> viewing patterns or practices without the express written permission of the <br /> Subscriber. The request for permission must be contained in a separate document with <br /> a prominent statement that the Subscriber is authorizing the permission in full <br /> knowledge of its provisions. Such written permission shall be for a limited period of <br /> time not to exceed one (1)year which may be renewed at the option of the Subscriber. <br /> No penalty shall be invoked for a Subscriber's failure to provide or renew such <br /> permission. The permission shall be revocable at any time by the Subscriber without <br /> penalty of any kind whatsoever. <br /> (b) No information or data obtained by monitoring transmission of a signal <br /> from a Subscriber terminal, including but not limited to lists of the names and <br /> addresses of Subscribers or any lists that identify the viewing habits of Subscribers <br /> shall be sold or otherwise made available to any party other than to Grantee or its <br /> agents for Grantee's business use, and also to the Subscriber subject of that <br /> information, unless Grantee has received specific written permission from the <br /> Subscriber to make such data available. The request for permission must be contained <br /> in a separate document with a prominent statement that the Subscriber is authorizing <br /> the permission in full knowledge of its provisions. Such written permission shall be <br /> for a limited period of time not to exceed one (1)year which may be renewed at the <br /> option of the Subscriber. No penalty shall be invoked for a Subscriber's failure to <br /> provide or renew such permission. The permission shall be revocable at any time by <br /> the Subscriber without penalty of any kind whatsoever. <br /> (c) Written permission from the Subscriber shall not be required for the <br /> conducting of system wide or individually addressed electronic sweeps for the purpose <br /> of verifying System integrity or monitoring for the purpose of billing. Confidentiality <br /> of such information shall be subject to the provision set forth in subparagraph(b)of <br /> 40 <br /> 232860v1 <br />