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5.10.1.1 instructions on how to use the Cable Service; <br />5.10.1.2 billing and complaint procedures, and written instructions for <br />placing a service call, filing a complaint or requesting an <br />adjustment (including when a Subscriber is entitled to refunds for <br />outages and how to obtain them); <br />5.10.1.3 a schedule of rates and charges, channel positions and a description <br />of products and services offered; <br />5.10.1.4 prices and options for programming services and conditions of <br />subscription to programming and other services; and <br />5.10.1.5 a description of the Grantee's installation and service maintenance <br />policies, Subscriber privacy rights, internet/Cable Modem policies <br />and privacy rights (only at installation of such service), delinquent <br />Subscriber disconnect and reconnect procedures and any other of <br />its policies applicable to Subscribers. <br />5.10.2 Copies of materials specified in the preceding subsection shall be provided to the <br />City and the Commission upon request. <br />5.10.3 All Grantee promotional materials, announcements and advertising of Cable <br />Service to Subscribers and the general public, where price information is listed in <br />any manner, shall be clear, concise, accurate and understandable. <br />5.11. Exclusive Contracts and Anticompetitive Acts Prohibited. <br />5.11.1 The Grantee may not require a residential Subscriber to enter into an exclusive <br />contract as a condition of providing or continuing Cable Service. <br />5.11.2 The Grantee shall not engage in acts prohibited by federal or State law that have <br />the purpose or effect of limiting competition for the provision of Cable Service in <br />the City. <br />5.12. Office Availability and Drop Boxes. <br />5.12.1 The Grantee shall install, maintain and operate, throughout the term of this <br />Franchise, a single drop box in the North Metro Franchise Area at a location <br />agreed upon by the Commission and the Grantee. Additional drop boxes may be <br />installed at other locations. The purpose of the drop box(es) shall be to receive <br />Subscriber payments. Drop boxes shall be emptied at least once a day, Monday <br />through Friday, with the exception of legal holidays, and payments shall be posted <br />to Subscribers' accounts within forty-eight (48) hours of pick-up. Subscribers <br />shall not be charged a late fee or otherwise penalized for any failure by the <br />30 <br />