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<br />(e) Subscriber Complaints and Disputes <br /> <br />(1) The Grantee must establish written procedures for receiving, <br />acting upon, and resolving subscriber complaints without <br />intervention by the City. The written procedures must <br />prescribe the manner in which a subscriber may submit a <br />complaint, either orally or in writing, specifying the <br />subscriber's grounds for dissatisfaction. The Grantee must <br />file a copy of these procedures with the City. These <br />procedures must include a requirement that the Grantee <br />respond in writing to any written complaint from a subscriber <br />within 10 days after receiving the complaint at the office <br />specified on the billing statement for receiving that <br />complaint, as provided for above in Section 15-258(c)(3). <br /> <br />(2) Upon request, and subject to applicable law protecting <br />subscriber privacy rights, the City has the right to review the <br />Grantee's response to subscriber complaints. <br /> <br />(3) All subscribers have the right to continue receiving service <br />so long as their financial and other obligations to the Grantee <br />are honored. If the Grantee elects to rebuild, modify, or sell <br />the system, or if the City gives notice of intent to terminate or <br />not to renew the franchise, the Grantee must act so as to <br />ensure that all subscribers receive service while the <br />franchise remains in force. <br /> <br />(4) Upon a change of control of the Grantee, or if a new <br />operator acquires the cable system, the original Grantee <br />must cooperate with the City, the new Grantee, or the new <br />operator in maintaining continuity of service to all <br />subscribers. During that transition period, the Grantee is <br />entitled to the revenues derived from its operation of the <br />cable system. <br /> <br />(f) Disconnection/Downgrades <br /> <br />(1) A subscriber may terminate service at any time, and the <br />Grantee must promptly comply with the subscriber's request <br />within seven days or at any later time requested by the <br />subscriber. No period of notice prior to voluntary termination <br />of service may be required of subscribers. Grantee will <br />impose no charges for the voluntary termination of service <br />unless a service call to the subscriber's premises is required <br /> <br />Ordinance No. NS-2682 <br />Page 7 of 13 <br />