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2. The Cable Operator shall provide TDD/TTY service with trained operators, who can <br /> provide every type of assistance rendered by the Customer Service Representatives, for any <br /> hearing-impaired Customer at no charge. <br /> 3. The Cable Operator shall provide free use of a remote control unit to mobility-impaired <br /> Customers (if disabled, in accordance with subsection 4,below). <br /> 4. Any Customer with a disability may request the remote control unit described above by <br /> providing the Cable Operator with a letter from the Customer's physician stating the need, <br /> or by making the request to the Cable Operator's installer or service technician, where the <br /> need for the special service can be visually confirmed. <br /> E. Customer Information <br /> 1. Upon installation, at any time the Customer may request, or upon its own initiative, the <br /> Cable Operator shall provide the following information in appropriate font sizes and type <br /> and in clear, concise written form: <br /> a. Products and services offered by the Cable Operator, including its channel lineup; <br /> b. The Cable Operator's complete range of service options and the prices for these <br /> services; <br /> c. These Standards and any applicable amendments; <br /> d. Instruction on the use of cable TV service and standard VCR hookups; <br /> e. The Cable Operator's billing, collection and disconnection policies; <br /> f. Customer privacy requirements; <br /> g. All applicable Complaint procedures, including Complaint forms, and the telephone <br /> numbers and mailing addresses of the Cable Operator and the FCC, and the contact <br /> information for the City(which contact information for the City shall be clearly and <br /> distinctly identified); <br /> h. Use and availability of parental control/lock out devices; <br /> i. Special services for Customers with disabilities; and <br /> j. Days,times of operation, and location of the service center(s). <br /> 2. Customers will be notified of any changes in rates, programming services or channel <br /> positions as soon as possible in writing. Notice must be given to Customers a minimum of <br /> thirty(30) days in advance of such change(s)if the change is within the control of the Cable <br /> Operator. The Cable Operator shall not be required to provide prior notice of any rate <br /> change that is the result of a regulatory fee, franchise fee, or any other fee, tax, assessment <br /> or charge of any kind imposed by any federal agency, State or the City on the transaction <br /> between the Cable Operator and the Customer. <br /> 3. All officers, agents, and employees of the Cable Operator or its contractors or <br /> subcontractors who are in personal contact with Customers shall wear on their outer <br /> clothing identification cards bearing their name and photograph. The Cable Operator shall <br /> Page 7of12 <br />