FAR 8.711—Quality complaints.
Plain-English Summary
FAR 8.711 addresses how federal users should handle quality complaints when supplies or services obtained through certain mandatory or special sources do not meet expectations. It covers two main situations: complaints about supplies received from DLA supply centers, GSA supply distribution facilities, or the Department of Veterans Affairs distribution division; and complaints about supplies or services received from AbilityOne participating nonprofit agencies. The section also explains the escalation path when an AbilityOne quality issue cannot be resolved between the nonprofit agency and the ordering office, requiring contact first with the central nonprofit agency and, if needed, the Committee for resolution. In practice, this provision is about routing complaints to the correct source quickly so quality problems are addressed by the organization responsible for the item or service, rather than being handled only within the ordering office. It helps preserve accountability, supports timely correction, and reduces confusion about where to send complaints when products or services from these sources are unsatisfactory.
Key Rules
Notify supplying agency
If unsatisfactory quality involves supplies from DLA supply centers, GSA supply distribution facilities, or the Department of Veterans Affairs distribution division, the using activity must notify the supplying agency. The complaint is directed back to the source of supply so it can investigate and respond.
AbilityOne complaints go to nonprofit
For supplies or services received from AbilityOne participating nonprofit agencies, complaints must be addressed to the individual nonprofit agency involved, with a copy sent to the appropriate central nonprofit agency. This ensures both the local provider and the central oversight organization are aware of the issue.
Escalate unresolved AbilityOne issues
If the AbilityOne nonprofit agency and the ordering office cannot resolve the quality problem, the ordering office must first contact the central nonprofit agency. If that still does not resolve the matter, the ordering office may then elevate the issue to the Committee for resolution.
Use the proper complaint path
The section establishes a specific complaint-routing process rather than a general dispute process. Following the prescribed path is important because the responsible source or oversight body is different depending on where the supplies or services came from.
Responsibilities
Using Activity
When received supplies or services are unsatisfactory, identify the source and route the complaint to the correct organization under this section. For DLA, GSA, or VA distribution sources, notify the supplying agency; for AbilityOne purchases, send the complaint to the individual nonprofit agency and copy the appropriate central nonprofit agency.
Supplying Agency
For complaints involving DLA supply centers, GSA supply distribution facilities, or VA distribution division items, receive and address the quality complaint from the using activity.
AbilityOne Participating Nonprofit Agency
Receive complaints about the quality of supplies or services it provided and work with the ordering office to resolve the issue.
Central Nonprofit Agency
Receive a copy of complaints involving AbilityOne participating nonprofit agencies and, if the issue cannot be resolved locally, serve as the next point of contact before Committee escalation.
Ordering Office
For AbilityOne quality problems, work with the participating nonprofit agency to try to resolve the issue; if unresolved, contact the central nonprofit agency first and then, if necessary, seek Committee resolution.
Committee
Provide resolution when an AbilityOne quality problem cannot be resolved through the nonprofit agency, ordering office, and central nonprofit agency process.
Practical Implications
This section is mainly about routing complaints correctly, so the first practical step is always to identify the source of the supplies or services before sending a complaint.
A common pitfall is sending an AbilityOne complaint only to the nonprofit agency and forgetting to copy the central nonprofit agency, which can slow resolution.
Another frequent mistake is skipping the required escalation sequence for unresolved AbilityOne issues; the ordering office must contact the central nonprofit agency before going to the Committee.
For DLA, GSA, and VA distribution sources, the using activity should not treat the complaint as an internal issue only; it must notify the supplying agency so the source can investigate.
Contracting and ordering personnel should keep records of the complaint, the source, and each escalation step so they can show compliance with the required process and support follow-up actions.
Official Regulatory Text
(a) When the quality of supplies or services received is unsatisfactory, the using activity shall take the following actions: (1) For supplies received from DLA supply centers, GSA supply distribution facilities, or Department of Veterans Affairs distribution division, notify the supplying agency. (2) For supplies or services received from AbilityOne participating nonprofit agencies, address complaints to the individual nonprofit agency involved, with a copy to the appropriate central nonprofit agency. (b) When quality problems cannot be resolved by the AbilityOne participating nonprofit agency and the ordering office, the ordering office shall first contact the central nonprofit agency and then, if necessary, the Committee for resolution.