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Policies and Procedures

Policy 1216 – Complaints about Vendors

July 1, 1994
Last Updated
July 14, 2010
Responsible University Officer
Director of Purchasing Services
Responsible Unit
Procurement Services

Policy Statement

Departments are to notify any vendor immediately if a purchased product does not meet specified standards and warranty provisions, or if the vendor is not fulfilling the terms and conditions of the purchase order. In working toward a resolution with the vendor, departments must maintain written documentation of these efforts and the vendor’s responses to them.

Reason for Policy

The University enacts this policy to promote departmental expediency in resolving vendor-related issues. Maintaining positive, productive relationships with reliable vendors is advantageous to the University.



Special Situations



  • 1216.1 – Filing Complaints about Vendors

Additional Information

Frequently Asked Questions

Q: Why does Purchasing Services contract with vendors that provide our department with substandard performance or poor quality work?
A: In order for Purchasing Services to prohibit a vendor from participating in the bid process as part of fair and open competition, Purchasing Services must be in possession of written documentation of prior substandard performance or poor quality work. Departments are encouraged to submit written documentation of any vendor issues. Doing so provides protection for the University from irreputable vendors.

Q: How difficult is it to suspend purchasing from a vendor because of poor quality work?
A: It is not difficult. Departments need to document the problem, the conversations with the vendor about improving their performance, and the mutually established deadlines for improvement. Provide this documentation along with the Vendor Complaint form, and the State Purchasing Officer will take appropriate action to remedy the problem. The vendor could possibly be debarred from doing business with the State of North Carolina.

Related Data

The State of North Carolina Division of Purchase & Contract maintains a listing of vendors who provide sub-standard product or performance per reference G.S. 143-49; 143-52; 143-53; 43-60


Sub-standard Produce or Performance of Work Purchasing Services - Goods 919-962-3774 919-962-0636


July 14, 2010
November 11, 2003