Internal Policy and Procedures

Complaint Response Process

POLICY:

All complaints received by Purchasing Services, must be in written form or complaint form and will be responded to, in writing by the contract/commodity agent generally within 30 days.

PROCEDURES:

1. Complaints not specifically addressed to an individual will be given to the appropriate contract/commodity agent.

2. If the complaint relates to a UW-Madison contract, the contract/commodity agent will research the complaint and after resolution of the problem will prepare a written response to the department.

2.1. Copies of the response may be distributed to any or all of the following: originator of the complaint form, Purchasing Services Minority Business Coordinator (if vendor is a certified minority business) and bid jacket.

3. If the complaint relates to a DOA or System contract, the contract/commodity agent shall complete the DOA Vendor/Contractor Performance form for DOA/System resolution.

3.1 The completed DOA form along with instructions for distribution shall be given to bid processing for (future pull date) and filed in "PENDING COMPLAINT" file located in "active" drawer of bid processing files. The form will be distributed to the Agent, DOA contract manager or System contract manager, and Purchasing Services Minority Business Coordinator (if vendor is a certified minority business).

3.2 The contract/commodity agent will follow up with DOA or System and the complainant until the complaint is resolved.

3.3 After complaint is resolved a copy will be kept in the Purchasing Services ALL FILE titled "VENDOR COMPLAINTS FOR UW SYSTEM/DOA BULLETINS."

4. An untimely protest letter will be handled as a complaint (see IPP #22).

5. When necessary the contract/commodity agent will notify supervisor.

DELEGATED DEPARTMENTS : When a contract is involved, delegated agents shall complete and forward the appropriate complaint form to the contract/commodity agent.

REFERENCES:

IPP 22 - Protest Of An Award Process (Services Only)