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Page 21 12.3.Delinquent Accounts Delinquent accounts shall be defined as those Customers who have not paid and are 90 days past due with a balance of at least $50. The Contractor will be responsible for collecting all charges from each unit. The Contractor shall make good-faith efforts to collect all amounts due, including but not limited to: past due notification mailings, phone calls and use of a Collection agency. All such efforts shall be documented and paid for by the Contractor. The Customers must be sent at least three notices during this time of amounts past due, no more than two of which shall be in electronic form (i.e., at least one must be sent via certified mail.) The Contractor will be responsible for sending the City a list of the delinquent accounts by on later than August 31st of each year, and then provide updates to the City as requested. The City will certify to either Hennepin or Ramsey County, on an annual basis, all delinquent accounts. These amounts will be payable with the owner's property taxes. 12.4.Late Fees The Contractor may impose late fees to accounts that are 30 days past due. A maximum late fee totaling 10% of the balance due may be applied to the account. 13.PUBLIC INFORMATION AND EDUCATION 13.1.City Public Education Activities The City will also have a series of public education responsibilities including such activities as: With advice from the Contractor, adopting clear and reasonable standards for Customers to comply with solid waste program requirements (e.g., How and when to set out carts for Contactor pickup; Types of materials that are acceptable vs. prohibited; Sorting and preparation instructions; etc.). Maintaining and updating the City’s “Garbage & Recycling” website including all related sub- pages including the Customers’ compliance standards and the current Contract rates and fees. Customer service complaint assistance for Customers who are not satisfied with the Contractor’s service. Customers must first contact the Contractor before contacting the City. “Leave behind education tags” – If the Customers sets out a prohibited item that cannot be collected, the Contractor’s Collection crew leaves behind a reminder card/notice for the Customers that is left with or attached to the prohibited item. Other City public education tasks shall be negotiated in good faith between the City and the Contractor and reduced to writing. 13.2.Contractor Public Education Activities This is the minimum list of public education materials the Contractor shall provide. The Contractor shall provide the City with a draft of all Contractor public education tools prior to dissemination for review and approval at least two weeks prior to going to print or release. The Contractor shall work