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As of 01/07/08 11. Customer Complaints The Contractor shall establish and maintain, in a location approved by the City, an office with continuous supervision for accepting complaints and customer calls. The office shall be in service with continuous supervision during the hours of 8 a.m. until 5:00 p.m. on all days of collection as specified in this Agreement. The address and telephone numbers of such office, and ten (10) days prior notice of changes therein, shall be given to the City in writing. The address of this office as of the execution of the contract is 2828 Kennedy Street NE, Minneapolis, Minnesota 55413. Complaints on service will be taken and collected by the City and the Contractor. The City will notify the Contractor of all complaints it receives. The Contractor is responsible for corrective actions. The Contractor shall answer all complaints courteously and promptly. Each month the Contractor shall provide the City with the following reports: . A list of all customer complaints, including a description of how each complaint was resolved. . A list of all addresses where education tags were left for residents and why the tags were left. . A list of all missed pick ups reported to the Contractor. The monthly reports shall be sent by mail, fax or e-mail to the City's Recycling Coordinator. 12. City retains right to specify resident preparation instructions The Contractor shall agree that it is the City's sole right to clearly specify the resident sorting and setout requirements. The City shall publish and distribute, on an annual basis, the detailed recyclables preparation instructions for its residents as part of its annual public education flyer. However, the City agrees to confer with the Contractor before the annual flyer distribution. 13. City shall approve Contractor's public education literature The Contractor shall conduct its own promotions and public education to increase participation and improve compliance with City-specified resident preparation instructions as per the public education elements of the annual work plan At a minimum, this shall include: production and distribution of an annual flyer to each home; and distribution of "resident education tags" to be left by curbside collection crews if any non-targeted material is rejected and left at the curb. The Contractor shall submit a draft of any public education literature for approval by the City, at least one (1) month before printing and release of any such literature. 14. Ownership of Work Product Ownership of all drawings, designs, proprietary materials, and other work products prepared, produced or developed in performance of this Contract, including those in electronic forms, shall be retained by the Contractor. Contractor agrees that all right, title, and interest in all copyrightable material which Contractor shall conceive or originate, either individually or jointly with others, and which arises out of the performance of this Contract, shall be usable by, and on behalf of the city by The Contractor, for the duration of the contract period and any subsequent extensions. 9