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10 <br />density. Such refunds shall not be due to requesting parties after, two (2) years <br />from the date of completion of a Cable Service extension. <br />Section 6. Customer Service Standards <br />A. Grantee agrees to operate its Cable System in a manner consistent with the FCC <br />Customer Service Standards. <br />B. When calling in person on Customers or other residents, all employees or <br />authorized representatives of the Grantee are required to display an employee <br />identification card with their name and photograph that can be used for <br />verification of the representative's relationship with the Grantee. The Grantee's <br />vehicles shall display the name or identity of the cable company. The Grantee <br />shall make a reasonable effort to cause its subcontractors' vehicles to be identified <br />in a like fashion. <br />C. The Grantee shall be responsible for adopting and implementing Customer <br />complaint procedures, and for advising Customers of the availability of these <br />procedures. The procedures shall be designed to resolve Customer complaints in <br />a timely satisfactory manner; to develop sensitivity and responsiveness to <br />Customer needs by the Grantee and its management; and to improve the quality <br />and dependability of services to Customers by the Grantee. <br />D. The Grantee shall render efficient service, make repairs promptly and interrupt <br />service only for good cause and for the shortest time possible. Franchise wide <br />planned interruptions not within the midnight to 6:00 A.M. period, insofar as <br />possible, shall be preceded by notice to Customers,. <br />E. Grantee shall upon customer request credit the Customer's accounts for verifiable <br />outages within its control of twenty-four (24) hours or more for the levels of <br />service affected by such outage. Credits for outages will be issued no later than <br />the Customers next billing cycle following the determination that a credit is <br />warranted. <br />Section 7. Customer Privacy <br />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 Customers as required by the <br />provisions of the Act. <br />Section 8. Compensation, Auditing and Other Payments <br />A. The Grantee shall pay the Grantor throughout the teen of this Franchise, as <br />compensation, an annual Franchise Fee of five percent (5%) of the Grantee's <br />Gross Revenues.