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<br />f. <br /> <br />g. <br /> <br />In the event Grantee has improperly or inadvertently disconnected Cable <br />Services to a Subscriber, Grantee shall provide for restoration without <br />charge to Subscriber as soon as possible, but no later than within two (2) <br />days of discovery of disconnection. Grantee shall credit or provide refunds <br />to any Subscriber improperly or inadvertently disconnected from receiving <br />Cable Services for the period of time without Cable Service. <br /> <br />All credits or refunds for Service shall be issued no later than the <br />customer's next billing cycle following the determination that a credit is <br />warranted. For Subscribers terminating Service, refunds shall be issued <br />promptly, but no later than thirty (30) days after the return of any Grantee- <br />supplied equipment. <br /> <br />Verification of Compliance with Standards <br /> <br />1. <br /> <br />Grantee shall, upon request, provide City, within thirty (30) days of the <br />end of each quarter with a report, in a form acceptable to the City and <br />specific to the call center serving the City, regarding Grantee's compliance <br />with each of the standards required in Section 5.4(a-e) of this Franchise. <br /> <br />11. <br /> <br />A repeated or verifiable pattern of noncompliance with the consumer <br />protection standards above, after Grantee's receipt of due notice and a <br />reasonable opportunity to cure, shall be deemed a material breach of this <br />Franchise. <br /> <br />111. <br /> <br />Grantee shall take necessary steps to ensure that adequate telephone lines <br />and/or staffing are available to permit Grantee to satisfy its obligations <br />under this Franchise. Consideration shall be given for periods of <br />promotional activities or outages. The monthly billing period shall be <br />considered as a normal, daily activity for purposes of determining the <br />availability of adequate telephone lines and/or staffing. <br /> <br />Subscriber Complaints and Disputes <br /> <br />1. <br /> <br />Grantee shall establish written procedures for receiving, acting upon and <br />resolving Subscriber complaints without intervention by the City. The <br />written procedures shall prescribe the manner in which a Subscriber may <br />submit a complaint either orally or in writing specifying the Subscriber's <br />grounds for dissatisfaction. Grantee shall provide a copy of these <br />procedures with City upon City's request. The written procedures shall <br />include a requirement that Grantee respond to any written complaint from <br />a Subscriber within thirty (30) days of receipt. <br /> <br />11. <br /> <br />Upon prior written request, City shall have the right to review Grantee's <br />response to any Subscriber generated complaints referenced to the City in <br /> <br />20 <br />