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17 - <br /> iii. Continued high level of unsatisfactorily resolved substantive customer complaints about <br /> recycling collection. As determined by County,a high level of unsatisfactorily resolved <br /> complaints shall be greater than five(5)unsatisfactorily resolved complaints in one <br /> calendar month for three consecutive calendar months. Unsatisfactorily resolved <br /> complaints shall not include complaints about missed pickups where County or Contractor <br /> can demonstrate that either: the site was inaccessible at the time of scheduled collection,or <br /> that the problem was resolved by 5 PM of the working day following receipt of the <br /> complaint,or the overflow problem was caused by site overuse between regularly <br /> scheduled collections rather than missed collection. <br /> SECTION 25 <br /> Records and Reports <br /> Contractor shall maintain its books and records related to the performance of this Agreement in <br /> accordance with the following minimum requirements: <br /> a) Contractor shall maintain any and all ledgers,books of account invoices,vouchers and canceled <br /> checks, as well as all other records or documents evidencing or relating to charges for services, <br /> expenditures or disbursements borne by the County for a minimum period of three(3)years,or <br /> for any longer period required by law,from the date of final payment to Contractor pursuant to <br /> this Agreement. <br /> b) Contractor shall maintain all documents and records which demonstrate performance under this <br /> Agreement for a minimum period of three(3)years,or for any longer period required by law, <br /> from the date of termination or completion of this Agreement. <br /> c) Any records or documents required to be maintained pursuant to this Agreement shall be made <br /> available for inspection or audit at any time,during regular business hours,upon written request <br /> by a County Representative at Contractor's address indicated for receipt of notices in this <br /> Agreement. <br /> d) Contractor shall provide monthly project reports to County during the contract period,to be due <br /> on or by the 14th day of the month following the month for which the report is being made. <br /> Invoices will not be paid without submittal of accurate and complete reports. At a minimum, <br /> the reports shall include: <br /> i. Summaries of the tonnages of all materials recovered; <br /> ii. Summaries of the tonnages of all materials sold,by type; <br /> iii. Recyclable Material sales price; <br /> iv. Resident participation rates in terms of weekly amount in bins at each collection site in each <br /> of the complexes;and <br /> v. Description of program progress,including any collection complaints or other problems <br /> encountered and how they were resolved. <br /> e) Contractor shall provide an annual costs and revenues report. At a minimum the report shall <br /> include: <br /> 15 <br />