Quality complaints

Overview

This section outlines the mandatory procedures government agencies must follow when supplies or services obtained through specific federal sources or the AbilityOne Program fail to meet quality standards.

Key Rules

• Direct Notification: For supplies from DLA, GSA, or VA distribution centers, the using activity must notify the supplying agency directly.
• AbilityOne Protocol: Complaints regarding AbilityOne products or services must be sent to the specific participating nonprofit agency, with a mandatory copy provided to the relevant Central Nonprofit Agency (CNA).
• Escalation Path: If a dispute with an AbilityOne agency cannot be resolved locally, the ordering office must follow a specific hierarchy for resolution:
  1. The participating nonprofit agency.
  2. The Central Nonprofit Agency (CNA).
  3. The Committee for Purchase From People Who Are Blind or Severely Disabled (as a final resort).

Practical Implications

• Contracting Officers must ensure they do not bypass the Central Nonprofit Agency when filing complaints, as the CNA plays a formal intermediary role in the AbilityOne program.
• The regulation establishes a clear administrative record and escalation ladder, preventing minor quality disputes from reaching the Committee level until lower-level resolution efforts are exhausted.