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respond to all written complaints from Subscribers within (30) days of receipt of <br />the complaint. <br />5.6 Subscriber Contracts. <br />The Grantee shall file with the Commission any standard form Subscriber contract <br />utilized by Grantee. If no such written contract exists, the Grantee shall file with the <br />Commission a document completely and concisely stating the length and terms of the <br />Subscriber contract offered to customers. The length and terms of any Subscriber <br />contract(s) shall be available for public inspection during the hours of 9:00 a.m. to 5:00 <br />p.m., Monday through Friday. <br />5.7 Service Credit. <br />5.7.1 In the event a Subscriber establishes or terminates service and receives less than a <br />full month's service, Grantee shall prorate the monthly rate on the basis of the <br />number of days in the period for which service was rendered to the number of <br />days in the billing cycle. <br />5.7.2 If, for any reason, Service is interrupted for a total period of more than twenty- <br />four (24) hours in any thirty (30) day period, Subscribers shall, upon request, be <br />credited pro rata for such interruption. <br />5.8 Refunds or Credits. <br />5.8.1 Any refund checks shall be issued promptly, but not later than either: <br />5.8.1.1 the Subscriber's next billing cycle following resolution of the request <br />or thirty (30) days, whichever is earlier; or <br />5.8.1.2 the return of the equipment supplied by the Grantee if Service is <br />terminated. <br />5.8.2 Any credits for Service shall be issued no later than the Subscriber's next billing <br />cycle following the determination that a credit is warranted. <br />5.9 Late Fees. <br />Fees for the late payment of bills shall not be assessed until after the Service has been <br />fully provided. Late fee amounts on file with the Commission shall not be adjusted by <br />the Grantee without the Commission's prior approval. <br />5.10 Notice to Subscribers. <br />5.10.1 The Grantee shall provide each Subscriber at the time Cable Service is installed, <br />and at least every twelve (12) months thereafter, the following materials: <br />29 <br />