Spectrum Responsible Marketing Principles

RESPONSIBLE MARKETING PRINCIPLES

At Spectrum, we are committed to promoting our products and services responsibly, by putting our residential and business customers at the forefront of everything that we do. This starts with ensuring Spectrum materials are created in a manner that complies with our legal and regulatory commitments as well as our own internal standards and policies.

Our employees are expected to operate at the highest level of integrity and responsibility. We ensure all customer facing marketing materials are truthful, accurate and communicate the value of Spectrum products in a straightforward, easy to understand manner.

The following principles and practices further outline how Spectrum employees put our commitment to responsible marketing into action every day:

• Data sharing/privacy – Spectrum’s marketing practices reflect the overall data privacy policies of Charter Communications, including not selling or sharing information that personally identifies our customers to third parties for their use in marketing/advertising of their own products and services. For more information and to view Spectrum’s full privacy policy, visit Spectrum.com/privacy.

• Use of data in Direct Marketing – Spectrum uses some of the information we collect to make our marketing and advertising most relevant to our customers. Most of our marketing and advertising activities use information that does not personally identify our customers, such as address and ZIP Code, and other persistent identifiers that are not directly linked to any identifiable information.

• Disclosure of pricing parameters – Putting the customer first and ensuring our marketing and advertising is truthful and accurate also includes how we communicate our product pricing. The standard prices of our products are clearly and comprehensively communicated (where pricing is featured/applicable). Terms of the promotion being advertised, including the duration of the offer and when standard rates will apply, are communicated in our marketing materials. A full list of the retail prices of Spectrum’s products and services can be found at Spectrum.com/policies/rate-card.

• Substantiation of product claims – We represent our products truthfully, and substantiate all product claims. We prominently feature the substantiation of those claims in all of our materials (either in the main advertised content or as part of the further disclosures).

• Use of claims – In our marketing and advertising, Spectrum uses clear language, product imagery and messaging in compliance with advertisement practices that are intended to provide consumers confidence in our advertising. Any disclosures regarding pricing, requirements, product capabilities, claims or other important parameters of the offer are clearly stated in each communication.

• Customer service options – Spectrum provides current and prospective customers a number of different avenues to sign up for and/or maintain the service(s) to which they are subscribed. These options are featured prominently in our marketing and advertising materials and include (but are not limited to):

o A phone number to speak directly with a Spectrum Representative

o The appropriate location on Spectrum.com or Spectrum.net to get or maintain service online

o The nearest physical store location or a link to Spectrum.com/locations to find the nearest store

o A link to download the My Spectrum App from the Apple App Store or Google Play Store, allowing customers to manage their account via their smartphone or other device

All customer contact options can be viewed at Spectrum.com/contact-spectrum and we maintain a robust database of online help/FAQs for current customers at Spectrum.net/support, which includes the ability to chat online with a representative.

• Communications & customer contact preferences – Putting the customer at the forefront of everything we do means ensuring there is a mechanism for customers to inform Spectrum how they want to be contacted, be it marketing or service-related communications (e.g., email, text message). All Spectrum customers can change their contact preferences at any time by accessing their account through Spectrum.net or via the account preferences section of the My Spectrum App. We also provide the ability to opt-out from telemarketing communications through industry standard means.

• Adherence to Government maintained opt-out lists – All outbound telemarketing efforts are run through the National Do Not Call Registry before any customer is called.

For more information about the general Spectrum Terms of Service and Policies/Service Agreements related to Spectrum TV®, Spectrum Internet®, Spectrum Voice®, Spectrum MobileTM and other services, including Spectrum Business and Spectrum Enterprise, visit Spectrum.com/policies.