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<br />f. Billing and complaint procedures, including the <br />address and telephone number of the City's office <br />designated for dealing with cable related issues. <br /> <br />g. Consumer protection and service standards and <br />penalties for noncompliance. <br /> <br />(6) Subscribers must be notified of any changes in rates, <br />programming services, or channel positions as soon as <br />possible through announcements on the cable system and in <br />writing. Notice must be given to subscribers a minimum of <br />30 days in advance of those changes if the change is within <br />the control of the Grantee. In addition, Grantee will <br />endeavor to notify the City of those changes at least five <br />working days before subscribers are notified. <br /> <br />(7) The Grantee must maintain a public file containing all notices <br />provided to subscribers under these consumer protection <br />and service standards and all published promotional offers <br />made by Grantee to subscribers. These documents must be <br />maintained for a minimum period of two years. <br /> <br />(d) Verification of Compliance with Standards <br /> <br />(1) Upon 30 days prior written notice, the City may require the <br />Grantee to provide a written report demonstrating its <br />compliance with any of the consumer service standards <br />specified in this section. The Grantee must provide sufficient <br />documentation to enable the City to verify compliance. <br /> <br />(2) A repeated and verifiable pattern of noncompliance with the <br />consumer protection and service standards of this section, <br />after the Grantee's receipt of written notice and an <br />opportunity to cure, may be deemed a material breach of the <br />franchise agreement. <br /> <br />(3) With regard to the Grantee's telephone response obligations <br />set forth above in subparagraphs a, b, and c of Section 15- <br />258(a)(1), if the City gives written notice to Grantee that <br />Grantee is in violation of any of these obligations, then upon <br />City's request the Grantee must submit summary information <br />on either a monthly or a quarterly basis until such time as <br />Grantee has demonstrated compliance for two consecutive <br />calendar quarters. <br /> <br />Ordinance No. NS-2682 <br />Page 6 of 13 <br />