SETTLEMENT AGREEMENT BETWEEN THE UNITED STATES OF AMERICA AND BLOCKBUSTER INC.DEPARTMENT OF JUSTICE COMPLAINT NUMBER 202-35-231

Grievance Procedure

16. Within ninety (90) days after the effective date of this Agreement, Blockbuster will post in a conspicuous location in the public entryways of all Blockbuster stores a sign prominently stating "Service Animals Welcome – Report Problems to [insert toll free telephone number]", (herein the "ADA Complaint Line"). The signage will be printed in a dark, bold font no smaller than 30 points in size on a contrasting light background and will be refreshed, as needed, for the life of this Agreement.

17. Blockbuster will be responsible for receiving and investigating all ADA Title III-related complaints by customers received through its ADA Complaint Line or as otherwise directed to its corporate offices. Within sixty (60) days after the effective date of this Agreement, Blockbuster will establish and post the toll free telephone number for its ADA Complaint Line under the "Stores" link on its website (http://www.blockbuster.com) [sic] in an accessible format (e.g., HTML), consistent with the requirements of Title III of the ADA. For purposes of this Agreement, a complaint alleging any problem related to a customer´s or potential customer´s service animal will be treated as an ADA Title III-related complaint. Within sixty (60) days after the effective date of this Agreement, Blockbuster will designate and train, as necessary, one or more of its regional and headquarters employees who will be responsible for receiving and investigating ADA Title III-related complaints so that such employee(s) are knowledgeable regarding the requirements of Title III applicable to Blockbuster, including effective communication, reasonable modifications, the maintenance of accessible features, architectural requirements, and the terms of this Agreement. In the event one or more of these individuals leaves employment with Blockbuster or assumes other duties, within ten (10) days after such event, one or more individuals will be designated by Blockbuster to assume these responsibilities.

18. For the life of this Agreement, Blockbuster will handle any ADA Title III-related complaints by a customer directed to its ADA Complaint Line or otherwise directed to its corporate offices as follows: (A) within fifteen (15) business days after an ADA Title III-related complaint is received, Blockbuster, will commence an investigation, including contacting the complainant, if necessary, to find out the allegations of the complaint and will investigate the complaint with the appropriate Blockbuster staff where the complaint originated; and (B) Blockbuster will complete its investigation and respond to the complainant within forty-five (45) business days after the complaint is received, including discussing with the complainant, where appropriate, possible resolutions, including training or remedies for Blockbuster staff and relief for the complainant. Blockbuster is not required to disclose any disciplinary action that may be taken against an employee to the complainant. Blockbuster will maintain written records of ADA Title III-related complaints by customers, its investigations, and its responses to those complaints through the life of this Agreement. Copies of such records will be provided to the United States upon request.