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4 12. 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 coordinated with and approved by Contractor. Contractor may prepare and distribute its own promotional materials subject to CITY approval, which approval shall not be unreasonably withheld. Contractor shall participate in CITY directed promotion and education efforts as outlined below: a. Contractor shall provide City with 100 program flyers at the commencement of the Contract, and annually thereafter to be placed at City Hall. The flyers shall be delivered to the City no later than January 31 of each year. b. During the course of the routine recycling pick up, provide and distribute notices regarding rejected materials and proper set out procedures. c. Training of employees to deal courteously with customers on the telephone and on-route to promote the collection service and explain proper material preparation. d. Coordinate with CITY for distribution of written promotional and instructional materials directly to Service Recipients. e. 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. f. Provide advice to CITY on promotion and education material content and presentation. 13. Telephone and Customer Service. Contractor shall maintain and staff a local toll- free telephone number where complaints of Service Recipients shall be received, recorded and handled by Contractor, between the hours of 9:00 AM and 4:30 PM Monday through Friday, excluding Holidays. Typically, all "call backs" shall be attempted a minimum of one time prior to 6:00 p.m. on the day of the call. If the caller is not contacted on the first attempt, Contractor shall make subsequent attempts on the next working day after the original call. Contractor shall make a minimum of three (3) attempts within twenty-four (24) hours of the receipt of the call. All attempts to contact the caller shall be recorded on a log kept by Contractor. 14. Marketing and Disposition of Recyclable Material. Contractor shall be solely responsible for the marketing and sale of collected Soft Recyclables, and shall be solely responsible for the storage and disposition of the Soft Recyclables in the event it is unable to sell the Soft Recyclables in a timely manner. 15. Insurance. During the term of this Agreement Contractor agrees to keep in force, with an insurance company licensed to transact business in STATE, an "occurrence basis" insurance policy or policies indemnifying, defending and saving harmless CITY from all damages (except for damages caused by CITY's own negligence, willful misconduct or failure) which may be occasioned to any person, firm, or corporation, whether damages are by reason of any willful or negligent act or acts on part of Contractor, its agents or employees, with limits no less than: