Material & Disbursement Services (MSD)
PROCEDURE 10
Effective Date: 03/01/1998
Last Modified Date: 02/12/2004
Procedure Description
When informal efforts are unsuccessful at resolving problems with a vendor's product or services, gather the appropriate supporting documentation and file an official Complaint to Vendor Form.
Procedure Steps
- Using the "Complaint to Vendor Form" shown in MSD Appendix 11, document the complaint. Include or attach the following:
- Any documentation to support the contention that the vendor is not complying with the terms, conditions, or specifications for the particular product or service.
- Names, dates, and results (or lack of results) of efforts to obtain resolution of the problem(s).
- Send the form to Purchasing Services.
- Purchasing will forward the complaint to the vendor, send a copy to the State Division of Purchase and Contract, and keep a copy for the Purchasing file.
- If the vendor does not respond appropriately, the State Division of Purchase and Contract will attempt to resolve the problem through procedures available under North Carolina state law. In most cases, the State can intervene to negotiate a settlement. When the circumstances warrant, the State may bar a particular vendor from future business with the State. In the case of a vendor who has a State term contract, the State may revoke or otherwise amend that contract accordingly.
Additional Information
See also:
MSD Policy 41, Complaints to Vendors
MSD Appendix 11, Complaint to Vendor Form
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