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<br />C:- ' `Ttie GRANTEE'shall by the 1Oth'day folCowing the end'of each calendar <br />quarter provided the City, a summary of ali complaints receivEd the preceding <br />quarter. The summary shall contain the nature of complaints summarized by <br />category, the number of complaints and the description of the action taken. The City <br />agrees to consider any future request by GRANTEE to cease providing such summary <br />should circumstances justify such cessation. The GRANTEE shall by the 10th day <br />following the end of each quarter also provide the City a report of the number of times <br />the main distribution System has failed to provide service to five percent (5%) or more <br />subscribers including the duration of such downtime, probable cause, number <br />of homes affected and action taken. <br />D. The GRANTEE shall have available a supply of forms, number FCC329, <br />Cable Programming Service Rate Complaint Form or similar forms as revised and/or <br />re-numbered. The GRANTEE shall upon request, provide said forn to anyone <br />requesting such form at no cost to the requesting party. <br />E. The GRANTEE will maintain a local, toll-free or collect call telephone <br />access line which will be available to its subscribers 24 hours a day, 7 days a week. <br />Trained representatives of GRANTEE will be available to respond to customer <br />telephone inquires, 24 hours a day, 7 days a week. The GRANTEE shall maintain a <br />sufficient number of business telephone lines and personnel to assure that all <br />telephone inquires and complaints are handled promptly. The GRANTEE shall also <br />maintain staffing levels and support equipment sufficient to assure that under normal <br />operating conditions, telephone inquiries and complaints shall be answered within <br />thirty seconds (0:30) on average measured on a quarterly basis. The GRANTEE shall <br />insure that all telephone inquires are responded to on the same day of receipt, and <br />that all written inquires are responded to within thirty (30) calendar days of postmark <br />date, or ten (10) days from date of receipt, whichever is less. <br />" F. The GRANTEE shall maintain, at a minimum, office hours at the location <br />referred in A, above consistent with those hours listed herein: <br />MONDAY THROUGH FRIDAY: 8:30 a.m. 12:00 p.m. <br />9 :30 p.m <br />SATU RDAYS: <br />9:00 a.m. <br />5:00 p.m. <br />1:00 P.M. <br />G. The GRANTEE shall install service to all dwelling units entitled to service <br />and within the areas served by the System within five (5) calendar day for Standard <br />Installations. <br />19