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32 <br />Exhibit A <br />Customer Service Standards <br />1. Subscriber Privacy <br />1.1. In accordance with 47 U.S.C. § 551, the Grantee shall, no less than annually, provide a <br />privacy notice in the form of a separate written statement to Subscribers as required by <br />the provisions of the Act. <br />2. Employee Identification <br />2.1. When calling in person on Subscribers or other residents, all employees or authorized <br />representatives of the Grantee are required to display an employee identification card <br />with their name, photograph and signature, and a telephone number that can be used for <br />verification of the representative's capacity with the Grantee. The Grantee's vehicles <br />shall display the name of the cable company in easily distinguishable alpha- numeric <br />characters. The Grantee shall make a reasonable effort to cause its subcontractors' <br />vehicles to be identified in a like fashion. <br />3. Office and Telephone Availability <br />3.1. Knowledgeable, qualified company representatives will be available to respond to <br />customer telephone Monday through Friday during normal business hours. <br />Additionally, based on community needs, the Grantee will staff its telephones for <br />supplemental hours on weekdays and/or weekends. <br />3.2. Under normal operating conditions, telephone answer time by the Grantee's customer <br />service representatives, including wait time required to transfer the call, shall not exceed <br />thirty (30) seconds. This standard shall be met no less than ninety percent (90 %) of the <br />time measured on an annual basis. <br />3.3. Under normal operating conditions, the customer shall receive a busy signal less than <br />three percent of the total time that the Grantee's office is open for business. <br />3.4. Customer service center and bill payment locations operated by the Grantee shall be <br />open for transactions Monday through Friday during normal business hours. <br />Additionally, based on community needs, the Grantee shall schedule supplemental hours <br />on weekdays and/or weekends during which these centers shall be open. <br />3.5. The Grantee shall be responsible for adopting and implementing Subscriber complaint <br />procedures, and for advising Subscribers of the availability of these procedures. The <br />procedures shall be designed to resolve Subscriber complaints in a timely and <br />satisfactory manner; to develop sensitivity and responsiveness to Subscriber needs by the <br />Grantee and its management; and to improve the quality and dependability of services to <br />Subscribers by the Grantee. <br />3.6. Established complaint procedures shall include: specific provisions permitting <br />Subscriber repair or service complaints to be received by telephone twenty -four (24) <br />hours each day and seven (7) calendar days each week; permitting Subscriber repair <br />8/22/2003 <br />