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19 <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 twelve (12) 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 recycling bin was set-out late, the site was inaccessible at <br />the time of scheduled collection, or that the problem was resolved by 5 PM of the working <br />day following receipt of the complaint. ~~ <br />SECTION 26 <br />All notices required or contemplated by this Contract shall be personally served or mailed, postage <br />prepaid and return receipt requested to the parties as follows: <br />To: Orange County <br />Solid Waste Management <br />Attn: Mr. Blair Pollock <br />PO Box 17177 <br />Chapel Hill, NC 27516-7177 <br />To: Waste Industries <br />Attn: Mr. Lee Bodenhamer ILI <br />148 Stone Park Court <br />Durham, NC 27703 <br />SECTION 27 <br />Records and Reports <br />Contractor shall maintain its books and retards related to the performance of this Contract 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 home 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 Contract. <br />b) Contractor shall maintain all documents and records which demonstrate performance under this <br />Contract for a minimum period ofthree (3) years, ar for any longer period required bylaw, from <br />the date of ternunation or completion of this Agreement. <br />c) Any records or documents required to be maintained pursuant to this Contract 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 14~' 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 />