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<br />activity during the billing period, including optional charges, <br />rebates, and credits. <br /> <br />(2) The first billing to a subscriber after a new installation or <br />service change must be prorated based upon when the new <br />or changed service commenced. Subscribers must not be <br />charged a late fee or otherwise penalized for any failure <br />attributable to the Grantee, including the failure to timely or <br />correctly bill the subscriber. <br /> <br />(3) In case of a billing dispute, the Grantee must respond in <br />writing to a written complaint from a subscriber within 10 <br />days after receiving the complaint at the office specified on <br />the billing statement for receiving that complaint. <br /> <br />(4) Upon request by a subscriber, credits or refunds must be <br />provided by Grantee to subscribers who experience an <br />outage, interruption, or disconnection of service of four or <br />more consecutive hours, provided that such loss of service is <br />neither caused by the subscriber nor attributable to <br />scheduled repairs, maintenance, or construction in <br />circumstances where Grantee has provided advance written <br />notice to a subscriber, and the loss of service does not <br />exceed the time period specified by Grantee. For <br />subscribers terminating service, credits or refunds must be <br />issued promptly, but no later than 30 days after the return of <br />any Grantee-supplied equipment. <br /> <br />(5) The Grantee must provide written information on each of the <br />following matters at the time of the installation of service, at <br />least annually to all subscribers, and at any time upon <br />request: <br /> <br />a. Products and services offered. <br /> <br />b. Prices and options for programming services and <br />conditions of subscription to programming and other <br />services. <br /> <br />c. Installation and service maintenance policies. <br /> <br />d. Instructions on the use of the cable service. <br /> <br />e. Channel positions of programming carried on the <br />system. <br /> <br />Ordinance No. NS-XXX <br />Page 5 of 13 <br /> <br />11A-5 <br />