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<br />single Channel to which Subscribers are directed. The City shall indemnify Grantee for <br />City's use of a Cable System for emergency messages. <br /> <br />SECTION 7. CONSUMER PROTECTION AND CUSTOMER SERVICE STANDARDS <br /> <br />Section 7.1 Regulation of Cable Service Rates. <br /> <br />The City may regulate rates for the provision of Cable Service to the extent allowed <br />under federal or state law(s). A Grantee must file a list of current Subscriber rates and <br />charges with the City, which lists will be maintained on file with City and will be available <br />for public inspection. A Grantee must give the City and Subscribers written notice of <br />any change in a Cable Service rate or charge no less than thirty (30) days prior to the <br />effective date of the change. <br /> <br />Section 7.2 Sales Procedures. <br /> <br />A Grantee may not exercise deceptive sales procedures that violate state laws when <br />marketing any of its Cable Services within City. A Grantee may conduct marketing <br />consistent with local ordinances and other applicable laws and regulations. <br /> <br />Section 7.3 Telephone Inquiries and Complaints. <br /> <br />a. A Grantee must maintain local, toll-free or collect call telephone access lines <br />which will be available to its Subscribers 24 hours a day, seven days a week. A <br />Grantee must comply with the FCC's customer service standards, a current copy of <br />which is attached hereto. <br /> <br />Section 7.4 Complaint and Other Service Records. <br /> <br />a. Upon written request by the City, and subject to a Grantee's obligation to <br />maintain the privacy of certain information, a Grantee must prepare and maintain <br />written records of all written complaints received and the resolution of such complaints, <br />including the date of such resolution. <br />b. Written complaint records must be on file at the office of a Grantee. Upon <br />written request by the City, a Grantee must provide the City with a written summary of <br />such complaints and their resolution and in a form mutually agreeable to the City and <br />Grantee. <br /> <br />c. Upon written request by the City, a Grantee must provide detai'ed compliance <br />reports on a quarterly basis with respect to the objectively measurable service <br />standards required in this Section. A Grantee will not be required to acquire equipment <br />or perform surveys to measure compliance with the telephone answeiring standards <br />contained in this Section unless a historical record of complaints indicates a failure to <br />comply. <br /> <br />Section 7.5 Subscriber Contracts. <br /> <br />RJV-25720Ivl <br />SH255-1 <br /> <br />9 <br />