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35 <br />and City shall comply with all Applicable Law governing confidential, privileged or <br />proprietary rights to such documents. <br /> <br />(b) In addition, Grantee and its Affiliates, City and Commission shall, within ten (10) <br />Days of any communication to or from any judicial or regulatory agency regarding any <br />alleged or actual violation of this Franchise, City regulation or other requirement relating <br />to the System, use its best efforts to provide the other party a copy of the communication, <br />whether or not specifically requested to do so. <br /> <br />SECTION 14 CUSTOMER SERVICE POLICIES <br /> <br />14.1 Response to Customers and Cooperation with City and Commission. Grantee shall <br />promptly respond to all requests for service, repair, installation and information from Subscribers. <br />Grantee acknowledges the City’s interest in the prompt resolution of all cable complaints and shall <br />work in close cooperation with the City to resolve complaints. Grantee shall provide the <br />Commission and the City with the name, address and telephone number of an office that will act <br />as the Grantee’s agent to receive complaints, regarding quality of service, equipment malfunctions, <br />billings, and similar matters. Grantee will maintain an “escalated complaint process” to address <br />unresolved complaints from Subscribers. A team of specifically identified employees of Grantee <br />shall be available to the City and the Commission via email and telephone for reporting issues. <br />These specifically identified employees of Grantee will have the ability to take actions to resolve <br />Subscriber complaints relating to billing, property or service restoration, technical appointments, <br />or any other Subscriber matters when necessary. Grantee will follow-up with the City or the <br />Commission in writing by email (and by phone when necessary) with a summary of the results of <br />the complaint(s). <br /> <br />14.2 Customer Service Agreement and Written Information. Grantee shall provide to <br />Subscribers access to their service agreement and the following information if not included in the <br />service agreement: <br /> <br />(a) Services to be provided and rates for such services. <br /> <br />(b) Billing procedures. <br /> <br />(c) Service termination procedure. <br /> <br />(d) Change in service notifications. <br /> <br />(e) Converter/Subscriber terminal equipment policy. <br /> <br />(f) How complaints are handled including Grantee’s procedure for investigation and <br />resolution of Subscriber complaints. <br /> <br />(g) The name, address, and phone number of the Person identified by the City as <br />responsible for handling cable questions and complaints for the City. This information <br />shall be prominently displayed and Grantee shall submit the information to the City for <br />review and approval as to its content and placement on Subscriber billing statements. A