Agmt00 RCN Telecom Services (now Astound)

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.�..�, 0 a,�� 9.3 Billing and Information Standards (a) Subscriber bills shall be clear, concise and understandable. Bills shall be fully itemized, with itemizations including, but not limited to, basic and premium service charges and equipment charges. Bills shall also clearly delineate all activity during the billing period, including optional charges, rebates and credits. (b) In case of a billing dispute, the Grantee shall respond to a written complaint from a Subscriber within thirty (30) days. (c) Grantee shall automatically provide credits or refunds to such Subscribers whose service has been interrupted for twenty four (24) consecutive hours or more, and upon request to Subscribers whose service has been interrupted for two (2) or more hours, not necessarily consecutive, within any twenty-four (24) day. Credits or refunds shall automatically be provided by Grantee on a pro rata basis to any Subscriber(s) affected by interruption(s) of service for more than two (2) hours due to actions or outages under the control of the Grantee, exclusive of scheduled repairs, maintenance or Franchise-required construction that Grantee has provided advance written notice of to Subscribers. In cases where advance written notice is provided to Subscribers, the time period detailed in said notice shall not exceed four (4) hours in any twenty-four (24) hour period. In cases where said notice has been given to Subscribers and the service interruption exceeds the period detailed in said notice, the provisions of this Section shall apply. In the event Grantee has improperly or inadvertently disconnected Cable Services to a Subscriber, Grantee shall provide for restoration without charge to Subscriber as soon as possible, but no later than within two (2) days of discovery 48 sh/RWC/Council AGMT-382 FXS/fs 08/02/00