VENDOR PERFORMANCE

AGENCY INTERNAL PURCHASING
Agency Certified Procurement Officers and Procurement Directors that have the internal responsibility for the purchase of goods, supplies and professional services may submit a vendor complaint to DCS/Central Purchasing Division, Customer Relations Program. Please include copies of all file documentation regarding the purchase and submit with the vendor complaint form to Customer Relations.

CUSTOMER RELATIONS PROGRAM
Customer Relations is responsible for managing a variety of support services to provide quality customer service to state agencies and vendors. Areas of responsibilities include resolutions of vendor complaints; record maintenance; monitoring vendors past performance; and providing technical assistance.

GUIDELINES FOR VENDOR COMPLAINTS
Upon receipt of unsatisfactory goods or services, the agency will contact the vendor and try to correct the problem. The agency may call the vendor up to three times, documenting the date of the conversations and contact persons with whom they have talked. Each time the vendor is contacted, the agency should ask for a deadline date for when the problem will be resolved.
If after the third call, satisfaction has not been achieved, and the deadline date for resolution has expired, then the agency submits a vendor complaint form to the Central Purchasing Customer Service Department where the information is entered into the vendor complaint database on the Department of Central Services network. The complaint is then given to the contracting officer who handles that commodity.

VENDOR EVALUATION FORMS

• DCS-FORM-CP-016 - Vendor Performance Quality Report (Supplier Complaint)
• DCS-FORM-CP-017 - Professional Service Evaluation
• DCS-FORM-CP-052 - Statement of Work - Contractor Performance Report

AGENCY INTERNAL PURCHASING
When the vendor complaint has been resolved, CP/Customer Service Department will forward a copy of the completed complaint form to the agency.
For vendor complaint questions/information contact:
Rhonda Buford, phone: 405-521-2116, fax: 405-522-4865
E-mail: cp_feedback@dcs.state.ok.us