(A) Customer service standards. Grantee shall comply with customer service standards of the city as the same may be amended from time to time by the City Council in its sole discretion, acting by ordinance. Any requirement in customer service standards for a "local" telephone number may be met by the provision of a toll-free number. The customer services standards in effect as of the effective date of this franchise are attached as Exhibit B. Notwithstanding any other provision of this § 13-5-3-6(A), grantee reserves the right to challenge any customer service ordinance that it believes is inconsistent with its contractual rights and obligations under this franchise.
(B) Subscriber privacy. Grantee shall fully comply with any provisions regarding the privacy rights of subscribers contained in federal, state, or local law, including the customer service standards of the city, attached to Ord. 2019-009 as Exhibit B.
(C) Subscriber contracts. Grantee shall not enter into a contract with any subscriber which is in any way inconsistent with the terms of this franchise or any exhibit hereto or the requirements of any applicable customer service standard. Upon request, grantee will provide to the city a sample of the subscriber contract or service agreement then in use.
(D) Advance notice to city. Grantee shall use reasonable efforts to furnish information provided to subscribers in accordance with the customer service standards and to the media in the normal course of business to the city in advance.
(E) Identification of local franchise authority on subscriber bills. Within 60 days after written request from the city, grantee shall place the city's phone number on its subscriber bills to identify where a subscriber may call to address escalated complaints.