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Page 21 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 with the City to implement technology such as, but not limited to, mobile apps, text notifications, and website content outlined in their proposal to provide enhanced education during the Contract. 13.2.1.Annual Calendar The Contractor shall produce and direct mail an annual calendar specific to the City of St. Anthony’s Refuse, Recycling, Yard Waste and Bulky Waste Collection services. The calendar shall specify Collection days for Refuse and Recycling. The calendar shall also include acceptable and prohibited items. This calendar should be distributed to the Customers by December 20 of each year, with review and approval from the City ahead of time as specified above. 13.2.2.Quarterly Newsletter The Contractor shall produce information to be included (at the City’s discretion) in the City’s quarterly newsletter that provides updates on important and current news items about the City’s 136