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15 <br /> <br />time under normal operating conditions, measured on a quarterly basis. Under normal <br />operating conditions, the customer will receive a busy signal less than three (3) percent of <br />the time. Grantee shall respond to written complaints forwarded by the City or its <br />designee with copy to City or its designee within thirty (30) days. <br /> <br />c. Subject to Grantee’s obligations pursuant to law regarding privacy of <br />certain information, Grantee shall prepare and maintain written records of all complaints <br />received from City and the resolution of such complaints, including the date of such <br />resolution. Grantee shall provide City with a written summary of such complaints and <br />their resolution upon request of City. As to Subscriber complaints, Grantee shall comply <br />with FCC record-keeping regulations, and make the results of such record-keeping <br />available to City upon request, subject to customer privacy obligations. <br /> <br />d. Subscriber requests for repairs shall be commenced and best efforts shall <br />be used complete repairs within thirty-six (36) hours of the request or as otherwise <br />scheduled with the customer unless conditions beyond the control of Grantee prevent <br />such performance. Grantee may schedule appointments for Installations and other <br />service calls either at a specific time or, at a maximum, during a four hour time block <br />during normal business hours. Grantee may also schedule service calls outside normal <br />business hours for the convenience of customers. Grantee shall use its best efforts to not <br />cancel an appointment with a customer after the close of business on the business day <br />prior to the scheduled appointment. If the installer or technician is late and will not meet <br />the specified appointment time, he/she must use his/her best efforts to contact the <br />customer and reschedule the appointment at the sole convenience of the customer. <br />Service call appointments must be met in a manner consistent with FCC standards. <br /> <br />5. Subscriber Contracts. Grantee shall file with City or provide an electronic link to <br />any standard form Subscriber contract utilized by Grantee. If no such written contract exists, <br />Grantee shall file with the City a document completely and concisely stating the length and terms <br />of the Subscriber contract offered to customers. The length and terms of any Subscriber <br />contract(s) shall be available for public inspection during normal business hours or made <br />available electronically online. <br /> <br />6. Refund Policy. In the event a Subscriber establishes or terminates service and <br />receives less than a full month's service, Grantee shall prorate the monthly rate on the basis of <br />the number of days in the period for which service was rendered to the number of days in the <br />billing. <br /> <br />7. Late Fees. Fees for the late payment of bills shall not be assessed until after the <br />service has been fully provided and, as of the due date of the bill notifying Subscriber of an <br />unpaid balance, the bill remains unpaid. Late Fees shall be nondiscriminatory, consistent with <br />federal and state laws, including consumer protection laws, and uniform with respect to late fees <br />commonly charged in other jurisdictions in the Twin Cities. <br /> <br />8. Office Policy. Grantee shall maintain a convenient location in or around a <br />reasonable distance of the City or the Franchise territory encompassing any joint regulatory body