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3. The Customer shall make such filing within twenty (20) days of receipt of the Cable <br /> Operator's decision or, if no decision has been provided, within thirty(30) days after filing <br /> the original Complaint with the Cable Operator. <br /> 4. If the City decides that further information is warranted, the City shall require the Cable <br /> Operator and the Customer to submit, within ten (10) days of notice thereof; a written <br /> statement of the facts and arguments in support of their respective positions. <br /> 5. The Cable Operator and the Customer shall produce any additional information, including <br /> any reports from the Cable Operator, which the City may deem necessary to an <br /> understanding and determination of the Complaint. <br /> 6. The City shall issue a determination within thirty (30) days after examining the materials <br /> submitted, setting forth its basis for the determination. <br /> 7. The City may extend this thirty(30) day time limit for reasonable cause and may intercede <br /> and attempt to negotiate an informal resolution. <br /> 8. If the City determines that the Complaint is valid and that the Cable Operator did not <br /> provide the complaining Customer with the proper solution and/or credit, the City may <br /> reverse any decision of the Cable Operator in the matter and/or require the Cable Operator <br /> to grant a solution in accordance with the Cable Operator's credit/refund policy for the <br /> alleged violation, or as otherwise mutually agreed upon by the Cable Operator and the City. <br /> D. Verification of Compliance <br /> The Cable Operator shall establish its compliance with all of the Standards required through annual <br /> reports that demonstrate said compliance, or as requested by the City. <br /> E. Overall Quality of Service <br /> The City may evaluate the overall quality of Customer service provided by the Cable Operator to <br /> Customers: <br /> 1. In conjunction with any performance review provided for in the franchise; or <br /> 2. At any other time, in its sole discretion,based on the number of Complaints received by the <br /> Cable Operator or the City, and the Cable Operator's response to those Complaints. <br /> F. Noncompliance with Standards <br /> Noncompliance with any provision of these Standards may result in a violation of a franchise. <br /> Page 10 of 12 <br />