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34 <br />6. Rate or Channel Changes <br />6.1. Customers shall be notified in writing a minimum of thirty (30) calendar days in advance <br />of any rate or channel change. <br />7. Statements <br />7.1. Subscriber billing statements shall be clear, concise and understandable. Such <br />statements shall reflect all services and fees in an itemized fashion. <br />8. Refunds and Credits <br />8.1. Refund checks shall be issued promptly, but no later than the earlier of thirty (30) <br />calendar days or the customer's next billing cycle following the resolution of the request <br />or, if service was terminated thirty (30) calendar days from the date of the return of the <br />equipment supplied by the cable company. <br />8.2. The Grantee shall provide outage credit to Subscribers in accordance with the following <br />policy. <br />8.3. Upon notification, should the Grantee fail to correct a service outage problem - within its <br />control - within 24 hours after having receipt of such notice, The Grantee shall credit <br />1 /30th of the monthly charge for the affected service for each 24 -hour period or fraction <br />thereof following the first twenty -four (24) hour period during which the Subscriber <br />experiences service outage. Subscriber must advise the Grantee of the duration of the <br />service interruption for which credit is sought in order to receive such credit. Reasonable <br />Notice for the purpose of this provision shall mean written, telephonic (voice), facsimile <br />or e-mail communication to the Grantee. <br />9. Late Fees <br />9.1. Late fees shall not be assessed earlier than thirty (3 0) calendar days past the billing cycle <br />due date. <br />10. Complaint —Appeals <br />10.1. Upon notification by a Subscriber of an unresolved complaint, the Assistant County <br />Manager shall determine the facts of the complaint by obtaining information from <br />the Subscriber and the Grantee and shall act to resolve the complaint in a manner <br />consistent with the Grantor's authority. <br />8/22/2003 <br />