A1_PWS_Grounds_Maint_w_QA16.doc

PERFORMANCE WORK STATEMENT

FOR

GROUNDS MAINTENANCE SERVICES

At

EASTERN AIR DEFENSE SECTOR

PROJECT #: GRCL-16-0011 DATE: 21 March 2016

GROUNDS MAINTENANCE

MOWING AND TRIMMING

PART 1

PERFORMANCE WORK

STATEMENT

PART 2 TECHNICAL EXHIBITS

PERFORMANCE

WORK

STATEMENT

FOR

GROUNDS MAINTENANCE

MOWING AND TRIMMING

PERFORMANCE WORK STATEMENT

FOR

GROUNDS MAINTENANCE

TABLE OF CONTENTS

SECTION

TITLE

PAGE

C‑1

GENERAL INFORMATION

1.1. SCOPE OF WORK

1.2. CONTRACTOR PERSONNEL

1.3. PHYSICAL SECURITY

1.4. HOURS OF OPERATION

1.5. ENVIRONMENTAL CONTROLS

1.6. POLLUTION ABATEMENT

C‑2

DEFINITIONS

2.1. GENERAL DEFINITIONS

2.2. TECHNICAL DEFINITIONS

C‑3

CONTRACTOR‑FURNISHED ITEMS AND SERVICES

3.1. GENERAL INFORMATION

3.2. CONTRACTOR‑FURNISHED VEHICLES

3.3. CONTRACTOR‑FURNISHED EQUIPMENT & TOOLS

C‑4

SPECIFIC TASKS

4.1 GENERAL INFORMATION

4.2 SECURITY 12

4.3. MAINTAIN IMPROVED GROUNDS

4.4. MAINTAIN SEMI‑IMPROVED GROUNDS 13

4.5. SPRING GROUNDS CLEANUP

4.6. FALL GROUNDS CLEANUP

C-5 5.1 CMRA REPORTING

TE 1 STANDARD FOR GROUND MAINTENANCE

QA 1 QUALITY ASSURANCE

SECTION C-1

GENERAL INFORMATION

1.1. SCOPE OF WORK. The contractor shall provide all personnel, equipment, tools, materials, supervision, and other items and services necessary to perform Grounds Maintenance as defined in this performance work statement (PWS) at Eastern Air Defense Sector (EADS). The contractor shall perform to the standards in this contract. Performance Period: 1 May 2016 through 30 Nov. 2016.

1.2. CONTRACTOR PERSONNEL:

1.2.1. Contract Manager. The contractor shall provide a contract manager who shall be responsible for the performance of the work. The name of this person and an alternate or alternates, who shall act for the contractor when the manager is absent, shall be designated in writing to the contracting officer prior to the contract start date.

1.2.1.1. The contract manager or alternate shall have full authority to act for the contractor on all contract matters relating to daily operation of this contract.

1.2.1.2. The contract manager and alternate or alternates must be able to read, write, speak, and understand the English language.

1.2.2. Contractor Employees.

1.2.2.1. Contractor personnel shall present a neat appearance.

1.2.2.2. Personnel operating motor vehicles must possess a valid state driver license.

1.2.2.3. The contractor shall not employ any person who is an employee of the United States

Government if employing that person would create a conflict of interest or the appearance of a conflict of interest. Additionally, the contractor shall not employ any person who is an employee of the Department of the Air Force, either military or civilian, unless such person seeks and receives approval according to DoD R 5500.7, Joint Ethics Regulations (JER). The contractor shall not employ any person who is an employee of the Department of the Air Force if such employment would be contrary to the policies in AFI 64‑106, Air Force Industrial Labor

Relations Activities.

1.2.2.4. The contractor is cautioned that off‑duty active military personnel hired under this contract may be subject to permanent change of station, change in duty hours, or deployment. Military Reservists and National Guard members may be subject to recall to active duty. The abrupt absence of these personnel could adversely affect the contractor's ability to perform; however, their absence at any time shall not constitute an excuse for non‑performance under this contract.

1.2.3. Employee Training:

1.2.3.1. The contractor shall ensure employees are properly trained and qualified to safely operate ground maintenance equipment before assigning employees to tasks that require use of the equipment.

1.2.3.2. The contractor shall provide environmental, health, and safety training to ensure compliance with all federal, state, and local laws or regulations.

1.3. PHYSICAL SECURITY. The contractor shall safeguard all government property IAW AFI 31‑209, The Air Force Resource Protection Program and controlled forms provided for contractor use. At the close of each work period, vehicles, facilities, support equipment, and materials shall be secured. The contractor shall designate a custodian(s) and alternate(s) to receipt for and account for government‑furnished facilities and equipment.

1.3.1. Reserved.

1.4. HOURS OF OPERATION:

1.4.1. Hours of Operation. The contractor shall perform the services required under this contract during the following hours:

1.4.1.1. Normal Operations. Normal Operation is Monday through Friday, 0700‑ 1600, except for Federal holidays. The contractor may work, with prior approval of the Contracting Officer, extended hours to ensure timely completion of work at no additional cost to the government.

1.4.1.2. Federal Holidays. The following is a list of Federal Holidays observed by this installation:

New Year's Day, Martin Luther King's Birthday, President's Day, Memorial Day, July 4, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day, and Christmas Day.

1.4.1.3. Hours of Operation Other Than Normal. There will be mission situations that require the contractor to work other than normal hours. Some of these situations are military exercises, contingency operations, or weather emergencies. When the contractor's access to a work area conflicts with an Air Force mission requirement, the contractor shall schedule the work to minimize the disruption. Such scheduling may require work to be accomplished at times other than normal duty hours.

1.5. ENVIRONMENTAL CONTROLS:

1.5.1. Compliance with Laws and Regulations. The contractor shall be knowledgeable of and shall comply with all applicable federal, state, and local laws, permits, DoD, Air Force, and EADS environmental requirements and instructions. The contractor shall ensure policies and procedures are established that protect the health and safety of employees and the community to minimize or eliminate the risk of environmental pollution.

1.5.2. Notification of Environmental Spills. If the contractor spills or releases any substance listed in 40 CFR 302 into the environment, the contractor shall immediately report the incident to the Civil Engineer 1AW local procedures and notify the inspector or in his or her absence the FAC. Incidents involving radioactive materials will be reported IAW AFPD 40‑2, Radioactive Materials (Non‑Nuclear Weapons) and AFI 40‑201, Managing Radioactive Materials in the USAF. The contractor shall be liable for containment and environmental clean up of the spill or release of such substance.

1.5.3. The contractor is responsible for advising his employees of all Environmental and Hazardous Materials Handling and is also required to have and maintain Material Safety Data Sheets (MSDS) for all materials used by the contractor in accordance with federal and state laws and/or regulations. (Reference AFI 91‑301, Air Force Occupational and Environmental Safety, Fire Prevention and Health (AFOSH) Program and Occupational Safety and Health Administration (OSHA) requirements)

1.6. POLLUTION ABATEMENT. The Contractor shall perform all work in accordance with federal, state and local environmental regulations, (including maintenance of Materials Safety Data Sheets (MSDS's) IAW applicable EPA regulations and criteria so as to minimize pollution, exploitation and degradation of natural resources). In addition, the following requirements shall be mandatory.

1.6.1. Transporting debris or policed materials from the site shall be accomplished in a manner preventing particles from becoming airborne: such as covered vehicles or enclosed dumpster boxes. Vehicles used for pesticide applications will carry an approved spill containment kit capable of containing any spill until first responders arrive.

1.6.2. Burning of any material by the Contractor is prohibited.

1.6.3. Stream beds, lakes, drainage ways, sanitary and storm sewers, etc. shall not be polluted by fuels, acids, pesticides or other harmful materials. If any of these materials are inadvertently spilled into these areas, the Contractor shall immediately notify the inspector, or Fire Department (336‑1234) if inspector is unavailable.

1.6.4. Pesticides used at EADS Site shall be approved in advance and in writing by the CO and Civil Engineer Environmental Section through the inspector. The Contractor shall strictly follow all label requirements. The Contractor shall not illegally dump or dispose of any pesticides. The Contractor shall follow pesticide label directions and shall not spray pesticides if the wind is exceeding 7 MPH.

1.6.5. The Contractor shall ensure that his operations do not expose any personnel to any hazardous conditions (i.e. noise, chemicals, etc.) as covered by OSHA/AFOSH Standards.

SECTION C‑2

DEFINITIONS

2.1. GENERAL DEFINITIONS:

2. 1. 1. Defective Service. A service output that does not meet the standard of performance specified in the contract for that service.

2.2. TECHNICAL DEFINITIONS:

2.2.1. Debris. Objects that are unsightly or present obstacles to mowing and other grounds maintenance operations. Any silt, sand, rocks, or soil deposited by wind, personnel, equipment, or water runoff on all sidewalks, roadways, and terraces. Rocks in lawn areas. Wind and storm damage items. Debris shall also include tree limbs, dry bush, rodent habitats, sand, stones, leaves, etc.

2.2.2. Edging. The cutting of overhanging vegetation away from the hard surface (curbs, sidewalks, driveways, etc.) to include actual depth penetration of soil.

2.2.3. Grass. Botanical, any plant of the Grameneae family, which is characterized by narrow, leaves with parallel veins. The leaves are composed of blade, sheath, and ligules. The plants have jointed stems and fibrous roots and inconspicuous flowers usually arranged in spikelets.

2.2.4. Grass Maintenance. The cultural practices required to provide disease and pest free grasses. This work includes, but is not limited to, mowing, irrigating, reporting of insects and disease, aerating, edging trimming, raking, and policing.

2.2.5. Grass/Weed Trimming. The cutting of grass and weeds, with the appropriate equipment, in areas that are inaccessible to mowers due to obstacles.

2.2.6. Hedge. A row of bushes, conifer trees, or trees planted close together forming a barrier or boundary.

2.2.7. Improved Grounds. Grounds on which intensive development and maintenance measures are performed. This category normally applies to areas within the built‑up section of an installation which contains lawns, landscaping, rock beds, plant beds, flower beds, parade grounds, and athletic facilities.

2.2.8. Leaf. A lateral outgrowth from a stem that constitutes a unit of the foliage of a plant and functions primarily in food manufacture by photosynthesis and has numerous sizes, shapes and colors.

2.2.9. Manufacturer's Specifications. Technical information provided by the manufacturer specifying equipment, operating parameters, and recommended maintenance requirements.

2.2.10. Mulching Mower. Engineer designed/manufactured rotary mower for the purpose of mowing and mulching grass clippings.

2.2.11. Obstacle. A tree, post, building or any object that rises from the ground. If any object such as a tree limb or parts of a limb is less than 12 inches from the ground, then the limb or parts of the limb become the outside perimeter of the obstacle.

2.2.12. Perennial Flower. A plant (including the roots) cultivated for its blossoms that lives more than one year. Includes bulbs, vines, ground covers and ornamental grass.

2.2.13. Pesticide. Any substance or mixture of substances, including biological control agents, that may prevent, destroy, repel, or mitigate pests and are specifically labeled for use by the U.S. Environmental Protection Agency (EPA).

2.2.14. Plant Bed. An area consisting of concentrated shrubs, broadleaf evergreens, flowers or deciduous or conifer trees. Plant beds may contain rock, wood mulch, bark chips or peat moss at a 3" depth as a surface ground cover. Plant beds are normally surrounded by edging such as; steel, wood, concrete, brick, rubber, or moss rock.

2.2.15. Planter. Government furnished container to which the contractor shall prepare with the appropriate materials, (topsoil, mulch, fertilizer, etc.) in order to plant spring and fall flowers.

2.2.16. Plant Growth Regulator. Any compound used to inhibit the growth of selected plant species without harming desirable vegetation.

2.2.17. Policing Grounds. The pickup and disposal of debris and litter, such as paper, bottles, cans, cardboard, plastic containers, rags, tree limbs, branches, twigs, broken glass, chunks of concrete, black top, sod, leaves, tumbleweeds, dead animals, paper and plastic hung in trees or fences, and other items identified by inspector(s) as trash.

2.2.18. Preventive Maintenance (PM). Maintenance actions performed to prolong useful life. Preventive Maintenance includes, but is not limited to, disease and rodent prevention, and actions to prevent wilting, and discoloration.

2.2.19. Prune. The selective or discriminate removal of dead, dying, diseased, live interfacing, objectionable and weak branches in a scientific manner.

2.2.20. Quality Control Inspector (QCI). The individual employed by the contractor responsible to insure the quality control of the tasks outlined in this PWS. Also identifies, in writing, all defective performance and meets with the inspector.

2.2.21. Real Property. Lands, buildings, structures, utility systems, improvements, landscape and appurtenances thereto.

2.2.22. Removal. To transfer or move something from where it is to an acceptable area.

2.2.23. Rolled. Passed over, in three different directions, with a lawn roller weighing a minimum of 150 pounds (either a hand or riding type).

2.2.24. Semi‑Improved Grounds. Areas coded as such at Technical Exhibit 2. Grounds that require maintenance of a lesser degree than improved grounds.

2.2.25. Shrub. A woody plant of relatively low height, distinguished from a tree by usually having several stems rather than a single trunk.

2.2.26. Topsoil. Surface layer soil that is shredded and grade A free from stones, wood and other debris.

2.2.27. Trimming. To cut (something) down to the required size or shape.

2.2.28. Trunk Diameter. The trunk diameter measured 1 foot up from the ground level. This figure shall be used to measure all existing replacement and new trees.

SECTION C-3

CONTRACTOR‑FURNISHED ITEMS AND SERVICES

3.1. GENERAL INFORMATION. The contractor shall furnish everything needed to perform this contract according to all its terms. The following mentioned requirements are not all inclusive of the contractor‑furnished items and services required in the performance of this contract.

3.1.1. Contractor‑Furnished Communications. An operating business telephone shall be maintained at all times. This telephone number shall be given to the Contracting Officer, and Civil Engineer and Service Call desk at the preperformance conference after the start of the contract.

3.1.2. Debris Removal. All debris and policed items shall be hauled off of EADS Site grounds on an as needed basis and disposed of IAW applicable federal, state and local regulations. Items shall be transported in tarp covered or closed vehicles. Any materials dropped or blown off vehicles shall be immediately picked‑up by the Contractor. All scrap material and debris shall be disposed of as needed at a contractor selected disposal area. The Government shall assume no responsibility in the selection of the above mentioned disposal area.

3.2. CONTRACTOR‑FURNISHED VEHICLES. The contractor shall provide and maintain contractor‑owned or leased vehicles to meet the requirements of this contract. Any contractor vehicles used in the performance of this contract shall have the company name prominently displayed on both sides of the vehicle and be maintained clean to present a professional appearance.

3.2.1. All vehicles used in the performance of this contract shall be in operable condition and meet the local, state and federal safety requirements. Equipment such as pick‑up trucks, which have catalytic converters, shall not be operated on improved or semi‑improved grounds, which are covered with dry vegetation. Vehicles found to be unsafe or unable to function as designed shall be removed from the installation and replaced at contractor's expense. Vehicular repairs shall not be done on base. The contracting officer may inspect the contractor's vehicles at any time and direct the removal of any unsafe or non‑functional vehicle from the installation.

3.3. CONTRACTOR FURNISHED EQUIPMENT AND TOOLS. The contractor's equipment, including, but not limited to mowers (push, riding and tractor), edger’s, and trimmers, shall be suitable for accomplishing the work specified. All electrical equipment used by the contractor shall meet all safety requirements of this contract and shall be UL approved. It shall be the responsibility of the contractor to prevent the operation or attempted operation of equipment, or combinations of equipment, which require power exceeding the capacity of existing building circuits. The contractor's equipment shall be in good repair and able to operate efficiently and safely. Equipment shall be maintained clean to present a neat, professional appearance. The contracting officer may inspect the contractor's equipment and/or tools at any time and direct the removal of any unsafe equipment/tools. These items shall be removed from the job by the contractor and replaced with satisfactory equipment.

3.3.1. Materials and Supplies. The following are representative of the materials or supplies the contractor should have to perform the contract.

3.3.1.1. Mowers. Equipment shall be rotary, reel or flail mower of type normally used for grass cutting operations appropriate to each mowing operation. All mowing blades shall be kept properly sharpened.

3.3.1.2. Edger’s/Trimmers. Edgers and trimmers shall be of the mechanical type.

SECTION C‑4

SPECIFIC TASKS

4.1. GENERAL INFORMATION. The contractor shall provide all personnel, equipment, tools, supervision, and other items and services necessary to ensure that grounds maintenance is performed at EADS Sites, in a manner that will maintain healthy grass, trees, shrubs and plants and present a clean, neat, and professional appearance. The contractor's work force shall perform all services associated with general ground maintenance duties. The contractor shall take precautions to prevent scalping, uneven mowing, cutting by equipment, and damage to trees, and shrubs. The contractor shall repair damaged turf and replace flowers, shrubs, and trees damaged during mowing operations.

4.2 SECURITY: Contractor shall submit a list of all personnel names and copy of valid driver’s license within one week after award of contract. Any personnel that will work onsite shall be vetted through EADS security. No one will work on site until a background check is completed and personnel cleared. If at any time the contractor submits additional names for clearance, EADS security will require at least 48 hours notice to clear individual.

4.3. MAINTAIN IMPROVED GROUNDS:

4.3.1. Mow Improved Grounds -Buildings 703 & 700 (Approx. 5.8 Acres). Ball Field Parcel (Approx. 5.5 Acres)

Grass cutting shall be accomplished on all areas of improved grounds areas as necessary to maintain grass on improved grounds between 2 1/2 inches to 3 inches. Grass clippings shall be mulched on initial mowing. During an extremely hot and dry period, the frequency and height of mowing shall be adjusted so as not to kill or damage lawn areas.

4.3.2. Edging/Trimming:

4.3.2.1. Edging. (Approx. 2500 LF) Sidewalks, driveways, curbs, and other concrete or asphalt edges located in the improved grounds areas shall be mechanically edged every other month. Edging shall include removal of vegetation from cracks in sidewalks, driveways, and curbs within .5 inch of the edged surface and to a depth of 2.0 inches. This work involves all areas of sidewalks, driveways, and curbs in improved grounds areas. Grass and weeds shall be removed and disposed of immediately after edging is performed.

4.3.2.2. Trimming. (Approx. 6000 LF) Grass/weeds shall be trimmed around trees, shrubs, buildings, fences, poles, posts, fire hydrants, parking lot bumper blocks, boulders, and other fixed obstacles. Trimming shall be accomplished as required to match surrounding area. This task involves all improved grounds areas. All mowed areas shall be trimmed concurrent with mowing. This includes all areas inside fence enclosures. Trimming shall be done with a mechanical trimmer.

4.3.3. Remove Debris/Police Grounds. (1 day per week) General litter patrol shall be performed by the contractor in all areas of improved, semi-improved, and parking grounds areas. Contractor's policing responsibilities shall include, but not be limited to, the removal and disposal of all natural debris, (tree limbs, dry brush, rodent habitats, sand, stones, leaves, etc.), and man‑made debris. Tree limbs and other debris (i.e., branches, trash, dead animals, etc.) which present obstacles to ground maintenance operations shall be removed. Contractor shall police one (1) day per week.

4.3.3.1. Fall Leaf Pickup. During the month of November, fallen leaves shall be removed semi-monthly (1st & 2nd week) from all improved grounds.. At other times leaves shall be removed as necessary. The contractor shall dispose of all leaves at an off‑base location in accordance with existing local, state and federal regulations.

4.4. MAINTAIN SEMI‑IMPROVED GROUNDS:

4.4.1. Mow Semi‑Improved Grounds (Building 866 Perimeter Road, RADIL Site). (Approx. 13.5 Acres) Grass cutting shall be accomplished two (2) times per month. Grass shall be cut to 3-4 inches in height. Grass shall not exceed 6 inches in height. Trimming shall match surrounding area.

4.4.2. ACCESS TO WORK AREA. Building 866 RADIL Site is a controlled area.

Contractor will be required to call Job Control at 334-6815, 48 hours in advance to schedule grass cutting. Prior to grass cutting contractor will notify security forces at 334-6825 and inform them that they will be on site working. An escort will be provided when cutting grass inside fenced antennas. ***NOTE*** Building 866 is located on the north side of the flight line. Oneida County Airport Security (TSA) requires all contractors personel that will be onsite to have a security clearance back ground check. It shall be the contractor’s responsibility to apply for and pay for clearances. After award of this contract the contractor will contact Oneida County Airport to apply for clearances. The estimated cost is $100.00 per person. Point of contact is Mr. Ed Arcuri, Oneida County Airport (315) 736-4171

4.5 SPRING GROUNDS CLEANUP. All improved and semi-improved grounds shall be cleared of all debris prior to the first mowing. All trash, papers, limbs, and other debris shall be removed and disposed of off site by the contractor. Spring cleanup is to include the cleanup and removal of all trash, papers, limbs, sand, leaves, and other debris within all improved and semi-improved grounds areas.

4.6 FALL GROUNDS CLEANUP. All improved and semi-improved grounds shall be cleared of all debris after the last mowing. All trash, papers, limbs, and other debris shall be removed and disposed of off site by the contractor. Fall cleanup is to include the cleanup and removal of all trash, papers, limbs, sand, leaves, and other debris within all improved and semi-improved grounds areas.

5.1 Contractor Manpower Reporting Application (CMRA):

5.1.1 The contractor shall report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the National Guard Bureau via a secure data collection site.

5.1.2 The contractor shall completely fill in all required data fields using the following web address: http://www.ecmra.mil/. Reporting inputs shall be for the labor executed during the period of performance during each Government fiscal year (FY), which runs October 1 through September 30. While inputs may be reported any time during the FY, all data shall be reported no later than October 31 of each calendar year, beginning with 2013. Contractors may direct questions to the help desk at http://www.ecmra.mil.

TECHNICAL EXHIBIT 1

STANDARD

FOR

GROUNDS MAINTENANCE

MAINTAIN IMPROVED GROUNDS

Mowing – To a height of 2½ inches to 3 inches

Edging ‑ Every other month (within .5 inch of edged surface, depth of 2 inches)

Trimming ‑ Concurrent with mowing to match surrounding area

Policing ‑ 1 day per week

Fall Leaf Pickup – Semi-monthly (1st & 2nd week) during the month of Nov.

Repair Damaged Areas ‑ As required to match surrounding area

MAINTAIN SEMI‑IMPROVED GROUNDS

Mowing – Two (2) times per month 3 – 4 inches. Shall not exceed 6 inches in height.

Trimming ‑ Concurrent with mowing to match surrounding area

SPRINGS GROUNDS CLEANUP

Cleanup – Yearly, prior to first mowing

FALL GROUNDS CLEANUP

Cleanup – Yearly, after last mowing

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

GROUNDS MAINTENANCE SERVICES

INTRODUCTION

This Quality Assurance Surveillance Plan (QASP) has been developed to evaluate contractor actions while implementing this PWS. It is designed to provide an effective surveillance method of monitoring contractor performance for each listed objective in the PWS in the maintenance contract.

The QASP provides a systematic method to evaluate the services the contractor is required to furnish.

This QASP is based on the premise the Government desires to maintain a quality standard in operating, maintaining, and repairing facilities and that a service contract to provide the service is the best means of achieving that objective.

The contractor, and not the Government, is responsible for management and quality control actions to meet the terms of the contract. The role of the Government is quality assurance to ensure contract standards are achieved.

In this contract the quality control program is the driver for product quality. The contractor is required to develop a comprehensive program of inspections and monitoring actions. The first major step to ensuring a “self-correcting” contract is to ensure that the quality control program approved at the beginning of the contract provides the measures needed to lead the contractor to success.

Once the quality control program is approved, careful application of the process and standards presented in the remainder of this document will ensure a robust quality assurance program.

Maintain Improved and Semi-Improved Grounds

Customer complaint 100% inspection

Customer complaint 100% inspection

Customer complaint 100% inspection

Remove debris/police grounds

Customer complaint 100% inspection

SURVEILLANCE: The Government Contracting Officers Representative (COR) person will receive complaints from base personnel and pass them to the contractor's quality control inspector (QCI) for correction.

STANDARD: Customer complaints shall not exceed the thresholds cited above for each performance standard. The COR shall notify the Contracting Officer for appropriate action in accordance with FAR 52.212.4, Contract Terms and Conditions-Commercial Items (May 1997) or the appropriate Inspection of Services clause, if any of the above service areas exceed the customer complaint thresholds.

PROCEDURES: Any base employee that observes unacceptable services, either incomplete or not performed, for any of the above performance objectives should immediately contact the COR and the COR will complete appropriate documentation to record the complaint. The COR will consider the customer complaint valid upon receipt from the customer. The COR should inform the customer of the approximate time the unacceptable performance will be corrected and advise the customer to contact the COR if not corrected. The COR will consider customer complaints as resolved unless notified otherwise by the customer. The COR shall verbally notify the Contractor’s Quality Control Inspector (QCI) to pick up the written customer complaint. The QCI will be given two hours after verbal notification to correct the unacceptable performance. If the QCI disagrees with the complaint after investigation of the site and challenges the validity of the complaint, the QCI will notify the COR. The COR will conduct an investigation to determine the validity of the complaint. If the COR determines the complaint as invalid, he will document the written complaint of the findings and notify the customer. The COR will retain the annotated copy of the written complaint for his/her files. If after investigation the COR determines the complaint as valid, the COR will inform the QCI and the QCI will be given an additional hour to correct the customer complaint. A customer complaint will not be recorded if proper and timely correction of the unacceptable condition(s) is accomplished. The QCI shall return the written customer complaint document, properly completed with actions taken, to the COR, who will file the complaint for monitoring future recurring performance. Recurring customer complaints are not permitted for any of the above service items. If a repeat customer complaint is received indicating the same deficiency during the service period (month, quarter, etc.), the COR should contact the Contracting Officer for appropriate action.