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11. 111. IV. v. V1. V11. Vl11. If requested by City, a summary of service calls, identifying the number, general nature and disposition of such calls, on a quarterly basis. A summary of such service calls shall be submitted to the City within thirty (30) days following any written request by City, in a form reasonably acceptable to the City. If requested by City, a complaint record which shall contain a semi-annual (January I through June 30 and July I through December 31) breakdown indicating the total number of escalated complaints received for the preceding reporting period, and shall indicate the classifications of complaints as follows: construction, billing, customer relations/service and miscellaneous. Escalated complaints shall mean those complaints that are received by the City, or received in writing by Grantee's area management. A full and complete record of rates for programming services, equipment, Installations and other Subscriber charges. This information shall include, but not be limited to, rates for the basic service tier, tiers of Service beyond the basic tier, premium service, pay-per-view services, late fees, additional outlets, Converters, remote controls and any charges for Installation or Service at the Subscriber premises. Upon reasonable written notice to Grantee, and subject to federal Subscriber privacy requirements, the City may review Grantee's books and records regarding the operation of the Cable System and the provision of Cable Service in the Service Area which are reasonably necessary to monitor Grantee's compliance with the provisions of this Franchise at the Grantee's business office, during Normal Business Hours, and without reasonably interfering with Grantee's business operations. Grantee shall make available to the City for inspection all maps and charts of cable locations prepared by or for the Grantee during the duration of the Franchise. The City shall have the right to inspect all construction and Installation work performed by a Grantee subject to this Franchise as it shall find necessary to insure compliance with governing ordinances and the Franchise, and shall have the right to inspect Grantee's Cable System. Personally identifiable Subscriber information that is confidential under Section 631 of the Cable Act and so designated by Grantee shall not be subject to review by the City. Subject to the foregoing, access to Grantee's records shall not be denied to the City on the basis that the records contain proprietary information. Subject to Applicable Law, including the California Public Records Act, California Government Code Section 6250 et seq., the City shall keep any information which is marked "proprietary" or "confidential" (and under Applicable Law, deemed 23