Presenters: 

Raquel Clinton, Contract Specialist 

Andre Kinney, Contract Specialist 

Customer Feedback: Complaint Resolution 
Discussion Topics 

PURPOSE SCOPE RESPONSIBILITIES PROCEDURES
Purpose 

Address Customer Feedback 

Resolve Reported Product Issues 

Current Best Practices 

Federal Acquisition Regulations (FAR) 

AMS Master Solicitation for Commodity Procurement 
 

 

 

 

Scope 

 Forwarded by Food and Nutrition Service (FNS) 

 Received by Communications and Stakeholder Branch (C&S) 

 Via the Web Based Supply Chain Management System (WBSCM) 

 For the Government to exercise its post-acceptance rights and seek resolution 

 Received within a reasonable time 

 Received before any substantial change occurs in the condition of the item 

 A defect which clearly does not conform to the provisions of the contract 
 

 

 

Communication & Stake Holder 

Branch Responsibility 

Review the customer feedback to determine action required 

If not a contractual conformance issue: prepare a response to acknowledge the 

feedback 

If possible contractual conformance issue: forward to the appropriate 

Contracting Officer (CO) 

Collaborate with FNS to close the issue 
 

 

 

 

 

Contracting Officer Responsibility 

Determine whether the product issue warrants a contractual 

resolution 

If not warranted 

 Reply to C&S stating that a resolution by the vendor is not warranted 

 Indicate why resolution is not warranted 

If warranted 

 Work with the vendor to determine the appropriate resolution (potential contract 

modification) 

 Submit the final resolution to C&S 
Procedures 
 

 

 

 

Examples of a Complaint 

 The recipient inspects a shipment and indicates that USDA 

Foods in the load are out-of-condition. 

 Discrepancy with the quantity of USDA Foods ordered. 

 Recipient having to restack items that arrive unpalletized or 

pallets that arrive poorly stacked. 

 May request reimbursement cost 
 

 

Product Issue Determination 

 C&S will review the request to determine if the feedback 

could be a contractual conformance issue 

 If the request is not a contractual issue, C&S will 

immediately respond to the customer through FNS 
 

 

Potential Contractual Conformance Issue

C&S will forward potential contractual non-conformance feedback to the 

appropriate CO. The following information will be provided: 

Vendor Name Quantity Affected 

Complaint Number Date of Incident 

Sales Order Number Date Received 

Sales Order Item Number Contracting Officer Name 

Purchase Order Number Other Pertinent Information 

 Purchase Order Item Number 
 

 

 

 

 

 

No Contractual Resolution Needed 

The CO will review the customer feedback and will have 3 business days to determine if 

a contract resolution is needed. If a contract resolution is not required, the CO 

 May notify the vendor to make them aware of the issue, including C&S in the communication. 

 C&S will utilize the CO’s explanation of why a contractual resolution was not needed to prepare a 

response for the customer, which will be sent through FNS. C&S will also request that the issue be 

closed 

Will provide an explanation to C&S why a contract resolution is not warranted, 

providing as much detail as possible. 
 

 

 

 

 

 

 

Contractual Resolution Needed 

The CO will review the customer feedback and will have 3 business days to determine if a contract 

resolution is needed. If the CO determines that a contractual resolution is warranted the CO 

 Will notify C&S and then work with the vendor, program area, Nutrition and New Product Development 

Division and other resources to research the issue. 

 Will attempt to resolve the issue within 15 business days, notifying C&S in writing if additional time is 

needed. 

 Will provide a written summary of the action taken 

C&S will utilize the CO’s written summary to prepare a response for the customer, which will be 

sent through FNS. C&S will also request that the issue be closed. 
FNS 

Instruction

709-5

AMS Master 

Solicitation

Federal 

Acquisition 

Regulation 

Reference 

Materials
Any

Questions