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39 <br />control of Grantee. For the purpose of this Section a “Service change” shall not include channel <br />additions or moves that do not impact rates. Such notice shall state the precise amount of any rate <br />change and briefly explain in readily understandable fashion the cause of the rate change. When <br />the change involves the deletion of Channels, each Channel deleted must be separately identified. <br /> <br />14.11 Subscriber Contracts. Grantee shall, upon written request, provide the Commission 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 and <br />terms of the Subscriber contract offered to customers. Grantee shall provide City a list of Grantee’s <br />current Subscriber rates and charges for Cable Service and a current Channel line-up showing all <br />Channels available in the City. Grantee shall also provide on a monthly basis a copy of a sample <br />Subscriber Bill to the Commission. <br /> <br />14.12 Refund Policy. If a Subscriber’s Cable Service is interrupted or discontinued, without <br />cause, for twenty-four (24) or more consecutive hours, Grantee shall, upon request by the <br />Subscriber, credit such Subscriber pro rata for such interruption. For this purpose, every month <br />will be assumed to have thirty (30) Days. <br /> <br />14.13 Late Fees. Grantee shall comply with all applicable state and federal laws with respect to <br />any assessment, charge, cost, fee or sum, however characterized, that Grantee imposes upon a <br />Subscriber for late payment of a bill. The City reserves the right to enforce Grantee’s compliance <br />with all Applicable Laws to the maximum extent legally permissible. <br /> <br />14.14 Disputes. All Subscribers and members of the general public may direct complaints, <br />regarding Grantee’s Service or performance to the chief administrative officer of the City or the <br />chief administrative officer’s designee, which may be a board or a commission of the City. <br /> <br />14.15 Subscriber Bills. Subscriber bills shall be designed in such a way as to present the <br />information contained therein clearly and comprehensibly to Subscribers, and in a way that (A) is <br />not misleading and (B) does not omit material information. Grantee may, in its sole discretion, <br />consolidate costs on Subscriber bills as may otherwise be permitted by Section 622(c) of the Cable <br />Act (47 U.S.C. § 542(c)). <br /> <br />14.16 Failure to Resolve Complaints. Grantee shall resolve a complaint within thirty (30) Days <br />in a manner deemed reasonable by the City under the terms of the Franchise. <br /> <br />14.17 Notification of Complaint Procedure. Grantee shall have printed clearly and prominently <br />on each Subscriber bill and in the customer service agreement provided for in Section 14.2, the <br />twenty-four (24) hour Grantee phone number for Subscriber complaints. Additionally, Grantee <br />shall provide information to customers concerning the procedures to follow when they are <br />unsatisfied with measures taken by Grantee to remedy their complaint. This information will <br />include the phone number of the City office or Person designated to handle complaints. <br />Additionally, Grantee shall state that complaints should be made to Grantee prior to contacting the <br />City. <br /> <br />14.18 Subscriber Privacy.