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Exhibit B CABLE TELEVISION CONSUMER PROTECTION AND CUSTOMER SERVICE REGULATIONS a. Definitions and Word Usage (1) Definitions and Usage - General. For the purposes of these regulations, the following terms, phrases, words, and abbreviations shall have the meanings given herein, unless otherwise expressly stated. When not inconsistent with the context, words used in the present tense include the future tense and vice versa, words in the plural number include the singular number, and vice versa, and the masculine gender includes the feminine gender and vice versa. The words "shall" and "will" are mandatory, and "may" is permissive. Unless otherwise expressly stated or clearly contrary to the context, terms, phrases, words, and abbreviations not defined herein shall be given the meaning set forth in Title 47 of the United States Code, Chapter 5, Subchapter V-A, 47 U.S.C §§ 521 et seq., as amended, and regulations issued pursuant thereto, and, if not defined therein, their common and ordinary meaning. For convenience, the first letter of terms, phrases, words, and abbreviations defined in this Ordinance or by federal law have been capitalized, but an inadvertent failure to capitalize such letter shall not affect meaning. (2) C~ty. "City" shall mean the City of University City, Missouri, and its agencies, departments, agents, and employees acting within their respective areas of authority. (3) Complaint "Complaint" shall mean a notice of dissatisfaction by a Subscriber about service or operations of the Franchisee that requires a service call or that is made in writing, and shall exclude those matters that are resolved by telephone call between the Subscriber and the Franchisee and shall exclude requests for additional channels or programming. (4) Franchisee. "Franchisee" shall mean a Person that has been granted a Cable Television Franchise by the City. (5) Normal Busi,ess Hours. "Normal Business Hours" means 8 a.m. to 5 p.m. Monday through Friday.