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Vendor Performance
Both the State Texas Building and
Procurement Commission (TBPC) and UHV have vendor relations programs. The Texas
Building and Procurement Commission has a comprehensive
Vendor Relations Program
that addresses vendor performance as well as other helpful information on how to
do business with the State of Texas. Both of these programs rely heavily on user
participation in the reporting of outstanding or problematic vendors. The
procedures described below focus on how to address vendor performance problems.
Initially, always contact the vendor
directly and attempt to informally resolve a problem before pursuing a formal
written complaint. Vendors are usually very cooperative because customer
relations are of great importance to them. Many times, problems can be
alleviated in advance if you, the purchaser, make sure that the vendor has a
clear understanding of your department’s needs. For example, if you are
placing a telephone order, have the vendor confirm the details of the order with
you before you hang up…pricing, delivery, tax exemption, etc. If the order is
technical or possibly confusing, fax or mail the vendor the order with all
information. If the informal approach does not fix the problem, then a formal
complaint can be pursued through the Purchasing Department.
How do I file a formal vendor complaint?
To file a complaint, complete a
Vendor
Performance Form and forward it to the Purchasing Department (do not forward to
Texas Building and Procurement Commission). Purchasing will review the information and will determine if the vendor
is on the CMBL and how to proceed with the complaint. Complaints will be
forwarded to Texas Building and Procurement Commission (TBPC) by Purchasing
Department if warranted. If it is still possible,
Purchasing will attempt to obtain a satisfactory resolution. Keep in mind that
the department that originally placed the order is responsible for keeping
documentation that would be useful in substantiating why the goods or services
were not satisfactory.
What is the effect of a formal complaint?
Past performance information is used by state purchasing personnel and can result in vendor sanctions that will affect
future bid evaluations and awards. It is important to note that the TBPC will record complaints received of any vendor
who is on the CMBL whether or not the purchase originally was processed through that agency.
The reason for this is that the TBPC maintains the Centralized Master Bidder Listing for the entire State of Texas.
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