8.711
Quality complaints
FAR 8.711 requires agencies to follow a structured process for reporting and escalating quality complaints about supplies or services from federal sources or AbilityOne nonprofit agencies.
Overview
FAR 8.711 outlines the procedures for addressing quality complaints related to supplies or services acquired under the AbilityOne Program and from federal supply sources. It specifies the steps that must be taken when the quality of delivered goods or services is unsatisfactory, ensuring that complaints are directed to the appropriate parties for resolution.
Key Rules
- Notification for Federal Supply Sources
- If supplies are received from DLA, GSA, or VA distribution facilities and are unsatisfactory, the using activity must notify the supplying agency directly.
- Complaints for AbilityOne Nonprofit Agencies
- For supplies or services from AbilityOne participating nonprofit agencies, complaints should be sent to the nonprofit agency involved, with a copy to the central nonprofit agency.
- Escalation Process
- If the issue cannot be resolved between the nonprofit agency and the ordering office, the ordering office must escalate the complaint to the central nonprofit agency, and if still unresolved, to the Committee for final resolution.
Responsibilities
- Contracting Officers/Ordering Offices: Ensure complaints are properly routed and escalated as required.
- Contractors (Nonprofit Agencies): Address and attempt to resolve quality complaints promptly.
- Agencies: Oversee the complaint process and ensure issues are escalated appropriately.
Practical Implications
- This section ensures a clear, structured process for resolving quality issues, minimizing disruptions and ensuring accountability.
- Contractors and agencies must be aware of the correct channels for complaints to avoid delays.
- Failure to follow the escalation process can result in unresolved quality issues and potential contract performance problems.