Quality_Assurance_Surveillance_Plan.pdf

Quality Assurance Surveillance Plan (QASP)

1. Vision

The Government’s vision is to gain confidence in the contractor’s way of doing business and rely on the contractor’s internal quality control (QC) processes. Then, we adjust the level of oversight to a point that maintains that confidence. By virtue of this QASP, it is the Government’s vision to effectively manage the O&M contract through achieved efficiencies, improved customer service and contractor performance, and cost savings.

2. Mission

The Government’s mission is to manage the acquisition by encouraging innovation;

promoting performance-based services; and increasing awareness that performance-based services require participation from all team members. The Transient Aircraft Maintenance Services (TAMS) contract’s mission is for the contractor to perform transient aircraft maintenance services at Cannon Air Force Base, New Mexico, except as specified as government-furnished property and services.

3. Purpose

This QASP is a government-developed document used to determine if the contractor’s performance meets the performance standards contained in the contract. The QASP establishes procedures on how this assessment/inspection process will be conducted.

It provides the detailed process for a continuous oversight process:

What will be monitored How monitoring will take place Who will conduct the monitoring How monitoring efforts and results will be documented

The contractor is responsible for implementing and delivering performance that meets contract standards using its Quality Control Plan. The QASP provides the structure for the government’s surveillance of the contractor’s performance to assure that it meets contract standards. It is the government’s responsibility to be objective, fair and consistent in evaluating contractor performance.

The QASP is not part of the contract nor is it intended to duplicate the contractor’s quality control plan. This QASP is a living document. Flexibility in the QASP is required to allow for an increase or decrease in the level of surveillance necessary based on contractor performance.

The government may provide a copy of the QASP to the contractor to facilitate open communication. In addition, the QASP should recognize that unforeseen or uncontrollable circumstances might occur that are outside the control of the contractor.

Bottom line, the QASP should ensure early identification and resolution of performance issues to minimize impact on mission performance.

4. Authority

Authority for issuance of this QASP is provided under Part 46 of the Federal Acquisition Regulation, Inspection of Services clauses, which provides for inspection, acceptance and documentation of the service called for in the contract or order.

5. Roles and Responsibilities

The following personnel shall oversee and coordinate surveillance activities.

Contracting Officer (CO) – The CO shall appoint a COR, ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship.

The CO shall also ensure that the contractor receives impartial, fair, and equitable treatment under this contract. The CO shall determine the final assessment of the contractor’s performance.

Contract Administrator (CA) – The CA is responsible for the day-to-day administration of the contract. Reviews COR documentation and identifies deficiencies for COR corrective action. Periodically assesses COR performance, and advises the QAPC of any problems. Manages contractor performance assessment data, includes consolidating interim Contractor Performance Assessment Reports (CPARs) to develop the annual CPAR. Processes contract modifications as necessary. Schedules and conducts progress meetings. Documents progress meeting minutes and distributes to MFT members. Business advisor to the customer throughout development and administration of the contract.

Contracting Officer’s Representative (COR) The COR is responsible for providing continuous technical oversight of the contractor’s performance. The COR uses the QASP to conduct the oversight/surveillance process. The COR shall keep a Quality Assurance file that accurately documents the contractor’s actual performance. The purpose is to ensure that the contractor meets the performance standards contained in the contract. The COR is responsible for reporting early identification of performance problems to the CO. The COR is required to provide an annual performance assessment to the CO which will be used in documenting past performance. The QASP is the primary tool for documenting contractor performance. The COR is not empowered to make any contractual commitments or to authorize any contractual change on the Government’s behalf.

Quality Assurance Program Coordinator (QAPC) – The QAPC is responsible for coordinating all aspects of the Quality Assurance program. Supports the MFT and attends MFT meetings, as requested. Provides training to COR Management including COR Supervisor and FC/FD. Provides Phase I training to CORs at CO’s direction.

Maintains records of QA appointments and documents all COR and COR Management training.

Contractor Representatives - The contractor shall comply with the terms and conditions of the contract; participate in the post-award management phase; maintain and implement a QCP that compliments the performance plan IAW the PWS; tender to the Government for acceptance only those supplies or services that conform to contract requirements (see also FAR clauses 52.246-4 and 52.246-6 of the contract); and recommend any changes to the contract that will promote efficiency or eliminate unnecessary costs.

6. Performance Requirements and Method of Surveillance

6.1 Contract Surveillance

The goal of the QASP is to ensure that contractor performance is effectively monitored and documented. The COR’s contribution is their professional, non-adversarial relationships with the CO, PM and the contractor, which enables positive, open and timely communications. The foundation of this relationship is built upon objective, fair, and consistent COR evaluations of contractor performance against contract requirements. The COR uses the methods contained in this QASP to ensure the contractor is in compliance with contract requirements. The COR function is responsible for a wide range of surveillance requirements that effectively measure and evaluate the contractor’s performance. Additionally, this QASP is based on the premise that the contractor, not the government, is responsible for management and QC/QA actions to successfully meet the terms of the contract.

6.2 Performance Elements and Rating Definitions.

The COR is required to document, evaluate, and report contractor’s performance. The COR will complete a narrative summary of contractor’s performance and submit to the CA on a monthly/quarterly basis.

6.2.1 Performance Elements.

Performance Element

Description

Quality of Assess the Contractor’s conformance to contract requirements, Service specifications, and standards of good workmanship (e.g., commonly accepted technical, professional, environmental, or safety health standards).

Schedule Assess the timeliness of the Contractor against the completion of the contract, task orders, milestones, delivery schedule, administrative requirements (e.g., efforts that contribute to or effect the schedule variance).

Business Relations

Assess the integration and coordination of all activities needed to execute the contract, specifically the timeliness, completeness and quality of problem identification, corrective action plans, proposal submittals, the Contractor’s history or reasonable and cooperative behavior, customer satisfaction, timely award and management of subcontracts, and whether the Contractor met small/small disadvantaged and woman owned business participation goals.

Management of Key Personnel

Assess the Contractor’s performance in selecting, retaining, supporting, and replacing when necessary, key personnel

6.2.2 Performance Rating Definitions

Contractor ratings and criteria are described below. In evaluating the quality of contractor’s performance, the following performance ratings may be used.

Performance Rating

Criteria

Excellent / Outstanding

Performance meets contractual requirements and exceeds many to the government’s benefits. The contractual performance of the element or sub-element being assessed was accomplished with no problems and contractor actions were highly effective.

Very Good Performance meets contractual requirements and exceeds some to the government benefits. The contractual performance was accomplished with few minor problems for which corrective actions taken by the contractor were effective.

Satisfactory Performance meets contractual requirements. The contractual performance contains some minor problems for which corrective actions taken by the contractor were satisfactory.

Marginal Performance does not meet some contractual requirements.

The contractual performance reflects a serious problem for which the contractor has not yet identified corrective actions.

The contractor’s proposed actions appear marginally effective or were not fully implemented.

Unsatisfactory Performance does not meet most contractual requirements and recovery is not likely in a timely manner. The contractual performance contains serious problem(s) for which the contractor’s corrective actions appear or were ineffective.

7. Performance Reporting In conducting assessment, the CORs are to be objective, fair, and consistent in evaluating contractor performance against the performance standards. The CORs shall base their evaluation on the end result, not the frequency or method of performance.

The contractor must perform all services IAW the prescribed performance objectives stated in the Services Summary. This QASP identifies assessment procedures in concert with active application of the contractor’s QC procedures, to ensure acceptable contractor performance. See (Attachment 4)

7.1 Services Summary

The Services Summary (Attachment 1) is the list of performance objectives and standards that must be performed by the contractor. This matrix details the method of surveillance the COR will use to validate and inspect these performance elements.

Inspection of each element will be documented in the COR file.

Performance objectives define the desired outcomes. Performance Standards define the level of service required under the contract to successfully meet the performance objective. The inspection methodology defines how, when, and what will be assessed in measuring performance. The Government performs surveillance, using this QASP, to determine the quality of the contractor’s performance as it relates to the performance element standards.

7.2 Methods Used to Assess Contractor’s Performance.

The COR will use the following methods to evaluate contractor-provided services.

7.2.1 Periodic Surveillance.

The COR will use this type of assessment by selecting samples (tasks) for evaluation on other than 100% inspections or on a statistically random basis. An example of periodic surveillance is weekly inspections, and COR chooses the location and time in other than a random basis (i.e., reviewing PMIs performed).

7.2.2 100% Inspection.

The COR will use this method of inspecting a requirement every time it occurs. Use of this technique is appropriate when contract requirements have critical impact on mission of safety, occur infrequently or have stringent requirements (i.e., outside plant installations or manhole installations, or anything affecting flight or personnel safety).

7.2.3 Random Sampling.

The COR will use this method to ensure the Government receives acceptable performance by the contractor if a given percentage or number of scheduled inspections is found to be acceptable. The COR will evaluate randomly selected samples of activity to determine the acceptability of the entire requirement (i.e., a random review of service work orders completed).

7.2.4 Customer Complaints.

The COR will use this method to fully validate information obtained through other sources, as well as performance in any area. Any personnel that observe questionable services, incomplete, not performed, or performed improperly, should immediately contact the COR. The COR will receive, document, and validate or invalidate all complaints. If the complaint is invalid, the COR will contact the complainant and explain why the complaint was invalid. The COR will fully document the resolution for each complaint. The COR will notify the contractor of all valid complaints. If the Contractor challenges the validity of any complaint, and the COR and Contractor cannot come to agreement, the complaint in question shall be forwarded to the CO for resolution.

Complaints will be tracked and if the performance standard is exceeded, the COR will notify the CO in writing. In turn, the CO will notify the contractor and take appropriate action. The process shall accommodate and document positive feedback as well see (Attachment 5).

7.3 Assessment Schedule.

The COR will develop an assessment schedule, based on this QASP and PWS requirements.

7.3.1 Schedule Development.

The COR will develop the schedule at contract award and on an annual basis thereafter using the PWS/Services Summary as a guide. The COR will complete the schedule no later than seven calendar days before the beginning of the period it covers (usually annually). The COR will provide the contract administrator (CA) and COR supervisor copies of the schedule. The COR will mark completed assessment schedules “For Official Use Only” and shall not show assessment schedules to the contractor.

7.3.2 Schedule Changes.

The COR will post changes to the assessment schedule promptly and will send copies to the CA. The COR will document the reason(s) for changes of the assessment schedule, and maintain the documentation in the COR files with the corresponding changed assessment schedule.

7.3.3 Assessment of SS Items.

The COR will conduct assessments IAW with projected assessment schedule outlined in paragraph 7.3.1 above for an effective QA program. Mission requirements may require deviations from the assessment schedule. The COR shall perform assessment as close to the schedule as possible and document assessment as it is conducted. The COR will conduct assessment of the contractor’s performance by determining whether or not the performance meets the standards contained in the contract. When the COR determines that contractor performance is unacceptable, the specific reason for the unacceptable performance will be recorded. If the discrepancy has been resolved locally, the COR will annotate and file a Memo for Record. Assessment documentation will include as a minimum, the date and location the assessment was conducted, results of the assessment (acceptable or unacceptable), PWS paragraph number referencing the requirement, a short description of the requirement being surveyed, applicable remarks, and signature of COR conducting the assessment (see Attachment 2 for a sample surveillance checklist. These assessments will serve as the official record of the inspection for auditing purposes and will be retained until the end of the contract period. If a discrepancy is recurring or cannot be resolved locally, the COR will refer it to the CO for action using the Corrective Action Report (CAR) process (See 7.5.3.1 below). The COR will identify all actions taken on the discrepancy and a recommendation for resolution. The CO will provide disposition instructions.

7.3.4 Assessment of Non-SS Items.

The Government has the right to inspect all services called for by the contract, to the extent practicable at all times and places during the term of the contract. Therefore, the COR has the right to conduct assessments for Services Summary items and non- Services Summary items as well. When the COR identifies unacceptable performance on non-services summary items, the COR will follow the procedures in section 7.5 of this QASP, entitled Process for Unacceptable Performance.

7.4 Method of Acceptance of Services. The contractor will submit invoices via the Wide Area Work Flow (WAWF) system for acceptable services tendered IAW the contract. The COR will act as the “inspector” of services and ensure that all backup documentation is attached. Backup documentation includes invoices for material; work orders and time sheets for time and materials; and certified payroll to support Davis Bacon Work. After the COR inspects, the COR “accepts,” and DFAS will process the invoice.

7.5 Process for Unacceptable Performance. When the contractor’s performance is deemed unacceptable, the COR will determine the cause of the unacceptable performance and forward his/her findings to the CO.

7.5.1 Government-Caused.

If any Government action, or lack of action, caused or contributed to the unacceptable performance, the contractor will not be held responsible for the unacceptable performance. The COR will take action to ensure Government action, or lack of action, does not interfere with the contractor’s performance in the future. The COR will completely document the circumstance.

7.5.2 Not Government-Caused.

When the unacceptable performance is not the result of Government action, or lack of action, the COR will promptly notify the contractor and direct the contractor to re-perform the service, if possible, without additional cost to the Government. If the contractor challenges the validity of the COR’s unacceptable assessment finding, and the COR and contractor cannot come to an agreement, the matter shall be referred to the CO for resolution. The COR may issue a CAR (via the CO) to the contractor to assure corrective action is taken. The contractor shall be required to return all completed CARs to the CO no later than the suspense date indicated on the CAR.

Unacceptable performance re-performed by the contractor shall still count as unacceptable performance.

7.5.3 CO Notification.

7.5.3.1 Major Finding.

If at any time the COR identifies a condition as having a significant adverse effect on the quality of the activity, such as those stated below and in the PWS, the COR will document their findings and notify the CO immediately in writing (Email is acceptable).

Any of the following could result in the issuance of a CAR by the COR see (Attachment 3):

a. Contractor failure to meet a Performance Standard.

b. Failure to provide adequate corrective action to preclude reoccurrence of

Government identified findings.

c. Failure to provide corrective action to deficiencies identified by the COR within a prescribed suspense period.

d. Any failure to comply with to security regulations.

e. Any failure to comply with safety regulations.

7.5.3.2 Minor Finding.

If the COR finds that the contractor has deviated from established standards, but the deviation has little bearing on the service provided, the COR will document the finding in a memorandum for record (MFR). The COR is not required to immediately notify the CO, but will forward the MFR as an attachment to the monthly report. However, if the COR repeatedly identifies the same minor finding, it may be an indication that a major finding is occurring because the Contractor has not taken proper steps to prevent recurrence. In this case, the COR will notify the CO in writing.

7.5.4 Remedies for Unacceptable Performance.

7.5.4.1 If Services Do Not Conform.

In accordance with the contract’s Inspection of Services Clause(s), if any of the services do not conform to the contract requirements, the Government may require the contractor to perform the services again in conformity with contract requirements, at no increase in contract amount.

7.5.4.2 If Services Cannot Be Corrected by Re-Performance.

When the defects in services cannot be corrected by re-performance, the Government may require the contractor to take necessary action to ensure that future performance conforms to contract requirements and reduce the contract price to reflect the reduced value of the services performed. This may include a reduction in payment to reflect the total non-performance period.

7.5.4.3 If Contractor Fails to Promptly Perform Services Again.

If the contractor fails to promptly perform services again or to take the necessary action to ensure future performance in conformity with contract requirements, the Government may by contract or otherwise, perform the services and charge to the contractor any cost incurred by the Government that is directly related to the performance of such service; decrement invoice as stated in the PWS related to performance; or terminate the contract.

Attachment 1: Services Summary

Attachment 2: Surveillance Checklist (This attachment can be found under separate excel file)

Attachment 3: Corrective Action Report

Attachment 4: Customer Complaint Record

Attachment 1: Services Summary

The Contractor service delivery requirements are summarized into performance objectives that relate directly to standards of performance required to meet mission essential needs. For the Performance Objective to be met, service delivery must be in substantial compliance with applicable performance standards. The Performance Threshold describes the minimum overall levels of service delivery required for acceptable quality control. Failure to meet these Performance Thresholds means that contractor Quality Control is unacceptable. The following is a list of the key performance objectives that will be verified as contractually compliant by government personnel, however, inspection of any contract requirement is authorized.

PERFORMANCE

OBJECTIVE

PWS

PARAGRAPH

PERFORMAN

CE

THRESHOLD

Remedy Method of Assessment

SS-1, Quality Control Program Ensure an effective quality control program.

4.3 and 4.4 inclusive

No more than 1 error per inspection

Re-submit Validation Annually

SS-2, Transient Aircraft Maintenance Management and Control Ensure compliance with aircraft maintenance management.

1.1 inclusive No more than 2 errors per inspection

Re-performance

Validation Weekly

SS-3, Arrival, Processing, and Departure Services Comply with general directives and technical orders for transient aircraft arrival, maintenance processing, and departure services.

1.2, 1.3, and 1.4 inclusive

0 major errors or no more than 2 minor errors in each area per inspection

SS-4, Technical Order, Publications, and Forms Ensure all technical orders, publications, and

1.1.11-1.1.12, 3.1.4-3.1.4.2, and Appendix E

0 major errors or no more than 3 minor errors in each area per

Validation.

forms are maintained IAW TO 00-5-series and guidelines as applicable to transient aircraft.

inspection

SS-5, Remove FOD Material Ensure transient parking areas, working areas, and vehicles are free of foreign objects.

1.1.8 and 1.4.11

0 major error or no more than 2 minor errors in each area inspected

SS-6, Tool Control Program Ensure an effective tool control program IAW applicable guidelines.

1.1.9 and 4.3.4 no more than 3 minor errors per inspection

Periodic

SS-7, Facilities Maintenance Ensure facilities present a neat and clean appearance and restroom is sanitized.

4.7 no more than 3 minor errors in each area inspected

SS-8, Safety and Health Plan Compliance with occupational, safety, and health (OSHA) requirements

4.3.6 Standard is no

critical defects.

A critical defect occurs where there is non-compliance with OSHA Standards; and a safety incident or mishap is attributed to inadequate or non-performed S&H tasks; or missed or inadequately performed duties jeopardized the S&H of environment, personnel or equipment.

Re-submit Validation

Major Discrepancy

A discrepancy where judgment and experience indicate is likely to result in a hazardous or unsafe condition or is likely to result in failure or reduce materially the usability of aircraft or equipment to include any major part thereof. Discovery of any of the following conditions will be categorized as a major discrepancy.

Minor Discrepancy

An unsatisfactory condition that requires repair or correction but does not endanger personnel, affect safety of flight, jeopardize equipment reliability, or warrant discontinuing a process or equipment operation.

Attachment 2: Surveillance Schedule

OCT NOV DEC JAN FEB MAR APR MAY JUN JUL AUG SEP

1 HOLIDAY Tra ining Day

2 1,2,7 Training Day 5,7 Tra ining Day

3 Tra ining Day Tra ining Day

4 Training Day 2,5 5,6,8 HOLIDAY Training Day

5 5,6,8 1,2,7 Training Day

6 2,4,7 Training Day

7 Tra ining Day Tra ining Day 2,5,7 Training Day

9 B,2,5 5,7 2,6,8 1,2,5

10 A,1,2

11 HOLIDAY 2,7,8 2,4,5 1,2,7

12 2,5,7

13 5,6,8 5,6,8

14 HOLIDAY 5,6,8

15 2,5

16 5,6,8 2,5 5,6,8

17 2,5,7

18 5,6 2,4,5

19 A,1,2 5,6,8

20 A,1,2,5 HOLIDAY 2,4

21 A,1,2

22 2,6,8

23 2,7

24 Safe ty Day 5,6,8

25 HOLIDAY

27 2,5,7

28 HOLIDAY

29 Safe ty Day

31 Safe ty Day

A

B

C

D

E

F

G

QuarterlySS-1

SS-2

SS-3

Quality Control Program (2 days per quarter)

SS-4 Technical Order, Publications, and Forms

SURVEILLANCE SCHEDULE

NON - SS-A, Security Requirements -- Quarterly

NON - SS-B, GFE Inventory -- 100% Inspection Annually

20xx-20xx YEAR CO NTRACT TITLE Transient Aircraft Maintenance Services (TAMS) CO NTRACT NO . FAxxxx-xx-x-xxxx

SIGNATURE

Monthly

SS-7

Remove FOD Material (2 inspections per month)

SIGNATURE

SS-8 Safety and Health Plan

Quarterly

Monthly

Monthly

SS-5

SS-6

1- Oc t - 14

FOR OFFICIAL USE ONLY

Monthly

See Note

Monthly

Tool Control Program

Facilities Maintenance

Transient Maintenance Management and Control (2 days per month)

Arrival, Departure, and Processing Services (NO TE: Performed as aircraft are available)

Attachment 2: Surveillance Checklist

CONTRACT SURVEILLANCE CHECKLIST

ITEM:

Date Of Surveillance:

Performance Threshold: No more than 1 error per inspection IAW PWS Para 4.3 and 4.4

DESCRIPTION Minor Major No Defect

1.0

1.1

1.2

1.3

1.4

1.5

1.6

SURVEILLANCE RESULTS: (CIRCLE ONE) Conform / Non-Conform

COMMENTS:

Printed Name of Evaluator: Date & Time: Location: Date & Time:

Signature of Evaluator: Contractor Initials:

Attachment 3: Corrective Action Report

CORRECTIVE ACTION REPORT (CAR)

(If more space is needed, use reverse and identify by number)

4. CONTRACTOR

2. CONTRACT NUMBER

3. TYPE OF SERVICES

4. FUNCTIONAL AREA

5. SUSPENSE DATE

6. CONTROL NUMBER

7. DEFICIENCY MAJOR MINOR

FINDING:

FINDING IMPACT:

Please respond with a written corrective action plan that details the corrective action of the cited deficiency, the cause of the deficiency, and actions taken to prevent recurrence by Suspense Date in Block 5. If date was not entered in Block 5, the contractor is not required to provide a response.

8. CONTRACTING OFFICER REPRESENTATIVE (COR)

TYPED NAME AND GRADE

SIGNATURE AND DATE

9. ISSUING AUTHORITY

TYPED NAME AND GRADE

SIGNATURE AND DATE

10. COR RESPONSE TO CONTRACTOR CORRECTIVE ACTION AND ACTION TAKEN TO PREVENT RECURRENCE

11. COR DETERMINATION

ACCEPTED REJECTED

12. CLOSE DATE

CORRECTIVE ACTION REPORT (CAR)

Continuation Sheet

(Number to correspond with applicable Item Number on reverse)

Corrective Action Report (CAR) Instructions

Block 1. Enter Contractor Name.

Block 2. Enter Contract Number.

Block 3. Enter Contract Name or Type of Services.

Block 4. Enter Functional Area of the Contract.

Block 5. Enter the assigned suspense date given the contractor to provide a response to the CAR. A date must be entered for a Major CAR. A date is optional at the discretion of the Contracting Officer Representative (COR) initiating the CAR if the finding is Minor.

Block 6. All CARs will be tracked with a Control Number. The functional commander/functional director is the Issuing Authority for his/her contract Contracting Officer Representative (CORs) generating CARs. By providing the control number to the COR originating the CAR, the Issuing Authority demonstrates concurrence with the finding.

The control number will be made up of the first two letters of the name of the site or contract, the last two digits of the calendar year, and a three digit number starting with 001 and progressing upward throughout the calendar year (e.g., WP04-001).

Block 7.

1. Check the block that indicates whether the identified deficiency is assigned as a Major or Minor finding. See QASP, paragraph 7.5.3.1, for the definitions of Major and Minor findings and associated explanations.

2. Finding: Clearly state the details of the finding followed by a reference to the stated contractual requirement. The reference must state the portion of the contract, part, section, paragraph and subparagraph and must make a complete brief quotation of the contract reference.

3. State the impact that the finding has or could have on the accomplishment of the mission that the contract provides.

4. When determining how long to give the contractor to respond to the identified finding, the normal is 10 working days. The suspense date should reflect this unless the finding requires a greater amount of time to come to solution.

Major findings require a contractor response. Minor findings may require a contractor response at the discretion of the COR initiating the CAR and/or the Issuing Authority.

Blocks 8 and 9. Contract CORs initiating a CAR must sign in Block 8 and the Issuing Authority signs in Block 9.

Each annotates the date at the time of signature.

Block 10. Upon review of the contractor’s reply, the originator of the CAR will enter comments regarding acceptance or rejection of the contractor’s response. This block may also contain any comments regarding follow-on inspections conducted or needed at a later date to validate that the finding has not reoccurred.

Block 11. The COR selects Accept or Reject after reviewing the contractor’s response.

Block 12. The COR enters a close date after advising the Issuing Authority that the contractor’s response is acceptable and the Issuing Authority concurs. The Issuing Authority will then forward the closed CAR to the contractor and report accordingly in the monthly Certificate Of Service (COS) or other applicable contracting officer services report. This routing remains the same if the contractor response is unacceptable and the CAR remains open until an acceptable response is received except that the Issuing Authority forwards the open CAR back to the contractor for additional information.

Continuation Sheet. The Continuation Sheet is to be used to expand on any information that will not fit in the applicable numbered block.

Attachement 4: Customer Complaint Form

CUSTOMER COMPLAINT RECORD

DATE/TIME OF COMPLAINT

SOURCE OF COMPLAINT

ORGANIZATION

BUILDING NUMBER

INDIVIDUAL

PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY