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makes the pick-up of the Soft Recyclables from a Service Recipient impracticable under the circumstances. 8. Missed Collections and Complaints.Service Recipients shall be instructed by CITY to report missed collections and complaints to Contractor. The Program Brochure and other program information shall include contact information for the Contractor to facilitate communication from Service Recipients. Contractor shall give prompt and courteous attention to all reported missed collections and complaints. 9.Inventory of Containers.During the term of this Agreement, Contractor shall purchase (at its sole cost) and maintain an inventory of acceptable and approved Containers for distribution to Service Recipients. Prior to commencement of service under this Agreement, Contractor shall provide new Containers to each Service Recipient. Containers shall initially be delivered to Service Recipients with an informational brochure on the recycling collection program described herein that is produced and printed by the contractor and approved by CITY, which approval shall not be unreasonably withheld (the “Program Brochure”). 10.Contractor’s Fee. Contractor shall pay to CITY a contract fee of One Cent ($0.01) per pound of all Soft Recyclables collected by Contractor in the Service Area. Payments shall be made to CITY not more than thirty (30) days following the close of each calendar month during the term of this Agreement. Weight shall be collected and documented upon completion of each collection day. 11.Publication Information and Education Program.CITY shall provide public information in the normal course to inform Service Recipients of this recycling program. The content and timing of CITY public information shall be coordinate with and approved by Contractor. Contractor may prepare and distribute its own promotional materials subject to CITY approval. Contractor shall participate in CITY directed promotion and education efforts as outlined below: a.During the course of the routine recycling pick up, provide and distribute notices regarding rejected materials and proper set out procedures. b.Training of employees to deal courteously with customers on the telephone and on-route to promote the collection service and explain proper material preparation. c.Coordinate with CITY for distribution of written promotional and instructional materials directly to Service Recipients. d.Be available a minimum of two times per year to participate in promoting the collection service at an area fair, neighborhood association program, school, or community event. e.Provide advice to CITY on promotion and education material content and presentation. 12.Telephone and Customer Service.Contractor shall maintain and adequately staff a local toll-free telephone number where complaints of Service Recipients shall be received, recorded and handled to the best of Contractor’s abilities, between the hours of 9:00 AM and 4:30 PM Monday through Friday, excluding Holidays. Typ ically, all "call backs" shall be 3 495998v23 DTA MU125-11