1216 - University of North Carolina at Chapel Hill Policy on Complaints About Vendors



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.

Scope of Applicability

Applies to all UNC-Chapel Hill personnel engaging vendors.


Policy Statement

Departments are to notify any vendor and the responsible Commodity Manager in Purchasing Services 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.

Special Situations




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 to the appropriate Commodity Manager responsible for the purchase order. Doing so provides protection for the University from disreputable 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 Complaint to Vendor 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 Requirements

External Regulations and Consequences

The State of North Carolina Division of Purchase & Contract maintains a listing of vendors who provide sub-standard product or performance per reference NC General Statutes 143-49, 143-52, 143-53 and 143-60.

University Policies, Standards, and Procedures

Contact Information

Policy Contact
Subject Contact Telephone Fax E-Mail
Sub-standard Produce or Performance of Work Purchasing Services - Goods 919-962-3774 919-962-0636 purchasing_team@unc.edu



  • July 14, 2010
  • November 11, 2003
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Article ID: 131414
Thu 4/8/21 9:08 PM
Thu 5/5/22 2:08 PM
Responsible Unit
School, Department, or other organizational unit issuing this document.
Finance and Budget
Issuing Officer
Name of the document Issuing Officer. This is the individual whose organizational authority covers the policy scope and who is primarily responsible for the policy.
Issuing Officer Title
Title of the person who is primarily responsible for issuing this policy.
Director of Purchasing Services
Next Review
Date on which the next document review is due.
02/27/2021 12:00 AM
Last Review
Date on which the most recent document review was completed.
02/28/2020 12:00 AM
Last Revised
Date on which the most recent changes to this document were approved.
02/28/2020 12:00 AM
Effective Date
If the date on which this document became/becomes enforceable differs from the Origination or Last Revision, this attribute reflects the date on which it is/was enforcable.
02/28/2020 12:00 AM
Date on which the original version of this document was first made official.
07/01/1994 12:00 AM