Stage 2: Further Clarification or Formal Complaint

After the debriefing takes place, the vendor can choose to conclude the process, or move on to stage 2. In this stage, the vendor can either:

• Request additional clarification; or
• Submit a formal complaint

Both options will be reviewed and responded to in writing by the file lead’s director. If a vendor chooses to request additional clarification, they are able to submit a formal complaint within 10 business days of receipt of the written response.

Timing

Vendors must either request further clarification or submit a formal complaint using the process below within 10 business days of the debrief meeting.

To request further clarification

1. Request the name of the File Lead’s director and their contact information from the File Lead.
2. Outline your request for further clarification and submit by email or mail to the director.

To submit a formal complaint

This process requires the submission of materials that you may consider proprietary. Please review the confidentiality section and take the necessary action to protect your information.

1. Request the name of the File Lead’s director and their contact information from the File Lead.
2. Submit the following information in its entirety by email or by mail to the director:

• Full contact information
• Clear summary of the complaint. All background information related to the complaint must be included.
• All relevant documents that substantiate the complaint, including documentation on actions taken and the outcomes must be included
• Clear statement of the outcome that the vendors is seeking
• A date and an authorized signature
  

What to expect

The file lead’s director will review the request for clarification or the complaint submission. The vendor will be advised in writing by the director of the outcome(s) resulting from the review.