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B. The Contractor will be responsible for any injuries to any person and damage to any property, <br /> including City-owned property caused by willful,wrongful or negligent acts related to the Contractor's <br /> operations and activities under this Contract. <br /> C. The Contractor will replace or repair all Carts damaged by normal wear and tear or damaged by <br /> the Contractor free of charge. The Contractor will replace up to one Solid Waste Cart, one Recycle <br /> Cart, and one Green Waste Material cart, lost or stolen at no charge per customer per year. The <br /> customer is responsible for Carts lost or stolen in excess of the free replacement or damaged or <br /> destroyed by abuse at a cost per cart of$65.00 including delivery. <br /> 1.4.2 Collection Routes <br /> A. Starting one year from the effective date of this Contract as established in Section 6.1.1. The <br /> Contractor will establish Residential and Multi-family Unit collection routes for City approval. The <br /> Contractor will submit a map to Director for approval whenever there is a change to any route. The <br /> Contractor may propose changes in routes or days of collection affecting Residential and Multi-family <br /> Units by submitting a written request at least 30 calendar days in advance, unless a shorter period of <br /> time is approved by the Director. Any change in routes or scheduling will be subject to approval by <br /> the Director prior to implementation. The Contractor will deliver a written notice of approved changes <br /> to the City at least 30 calendar days prior to the change, unless a shorter period of notice is approved <br /> by the Director. <br /> B. The Contractor will not commence any residential collection prior to 7:00 a.m. or continue <br /> collection after 7:00 p.m., unless otherwise approved by the Director. <br /> 1.4.3 Holidays <br /> The Contractor may observe six legal holidays in each calendar year(New Year's Day,Memorial Day, <br /> Independence Day,Labor Day, Thanksgiving Day and Christmas Day). If a holiday is to be observed,the <br /> Contractor will notify the City of the change in the schedule. A decision to observe any of the above <br /> holidays does not relieve the Contractor of its obligation to provide the same frequency of collection service <br /> for that week of the holiday, as stated in this Contract, for Residential and Multi-family Units. The <br /> Contractor will perform required collections on an alternate day, approved by the Director, on each week <br /> in which a holiday falls. <br /> 1.4.4 Complaints <br /> A. The City and Contractor may both respond to all customer complaints about the Contractor's <br /> services. The City will provide the Contractor with contact information for this purpose. If the <br /> Contractor receives a complaint directly from a customer,the Contractor will respond courteously and <br /> direct the customer to the contact point identified for this purpose by the City. <br /> B. The Contractor will provide communication to all trucks from its base of operations. <br /> C. The Contractor will respond promptly and courteously to investigate and provide resolution to all <br /> complaints it receives from the City. The Contractor will respond promptly to City telephone or email <br /> inquiries regarding the status of complaints and complaint resolution. <br /> D. The Contractor will investigate all alleged missed scheduled collections,and if such allegations are <br /> verified by the Contractor or by the City,the Contractor will arrange for the collection of the uncollected <br /> 10 <br />