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<br />Grantee may also schedule service calls outside normal business hours for <br />the convenience of customers. Grantee shall use its best efforts to nor <br />cancel an appointment with a customer after the close of business on [he <br />business day prior to the scheduled appointment. If the installer or <br />technician is late and will not meet the specified appointment time. he/she <br />must use his/her best efforts to contact the customer and reschedule the <br />appointment at the sole convenience of the customer. Service call <br />appointments must be met in a manner consistent with FCC standards. <br /> <br />5. Subscriber Contracts. Grantee shall file with City any standard form Subscriber <br />contract utilized by Grantee. If no such written contract exists, Grantee shall file <br />with the City a document completely and concisely stating the length and terms of <br />the Subscriber contract offered to customers. The length and terms of any <br />Subscriber contract(s) shall be available for public inspection during normal <br />business hours. <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 <br />the basis of the number of days in the period for which service was rendered to [he <br />number of days in the 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 <br />Subscriber of an unpaid balance, the bill remains unpaid. Late Fees may not <br />exceed the actual costs to Grantee of late payment of bills and the servicing and <br />collecting of such accounts. <br /> <br />8. Office Policy. Grantee shall maintain a location in City or the Franchise territory <br />encompassing any joint regulatory body of which City is a Member for receiving <br />Subscriber inquiries and bill payments. The location must be staffed by a person <br />capable of receiving inquiries and bill payments. In addition, Grantee shall <br />maintain a local drop box for receiving Subscriber payments after hours. <br /> <br />SECTION 6. <br /> <br />ACCESS CHANNEL(S) PROVISIONS <br /> <br />I. Public. Educational and Government Access. <br /> <br />a. City or its designee is hereby designated to operate. administer, promote, <br />and manage access (public, education, and government programming) <br />(hereinafter "PEG access") programming on the Cable System. <br /> <br />b. Grantee shall dedicate 12 channel(s) for PEG access and community <br />programming use in accordance with the Proposal. All residential <br /> <br />16 <br />