How to File a
Complaint
FDD monitors complaints
about USDA Foods and coordinates the resolution of health hazards with the FNS
Office of Food
Safety for
States, Indian Tribal Organizations (ITOs), and recipient agencies
participating in any of the Food Distribution Programs (FDP).
USDA Foods Complaint Procedures
for Individuals or Local Recipient Agency:
If you are an individual who received USDA foods from one of
USDA's nutrition assistance programs and would like to file a complaint
about food or service issues, please contact your
State Distributing Agency (SDA)
by program
or
Indian Tribal Organization (ITO)
for a contact person and name on the
State Contacts List
or
ITO Contacts List.
To assist your
SDA
in processing the complaint more quickly, provide the following
information:
-
Material
Number/Food Code (for the Food Code/Material Number
Crosswalk go to:
www.fns.usda.gov/fdd/WBSCM)
-
Can and Case Codes
-
Description of the
problem and whether anyone reported feeling sick or being injured
from consuming the product
-
Date your organization
received the affected USDA Foods
-
Quantity of product
involved (affected)
-
Quantity and physical
address of product remaining and if the remaining product is
affected or not
-
Sales Order Number
(formerly Delivery Order Number)and Purchase Order Number (formerly
Notice to Deliver Number). These numbers may be on the
paperwork received with the USDA Foods shipment. If not, the
SDA should be able to obtain them.
-
The specific
circumstances involved (for example - I received the damaged canned
products 2 months ago, but the cases were located
in the middle of a pallet that could not be seen until the school
opened the cases. Or, the temperature in the delivery truck was 40
degrees when the discolored frozen products were delivered.)
-
In some instances,
digital photographs of damaged product or foreign objects are
helpful.
-
If you are requesting
a replacement, you should retain the unopened product, until further
notice from the USDA Foods Complaint Specialist at Food and
Nutrition Service, so that the vendor can exercise his right to
examine or retrieve the product.
STATE
DISTRIBUTING AGENCY (SDA) and INDIAN TRIBAL ORGANIZATION (ITO)
The
SDA will act on complaints from eligible program recipients
participating in the following USDA Foods Distribution Programs and file
complaints in the Web-Based Supply Chain Management (WBSCM) System:
-
Child
Nutrition Programs Includes
the National School Lunch Program (NSLP), Summer Food Service Program (SFSP),
and Child and Adult Care Food Program (CACFP)
-
Nutrition
Services Incentive Program (NSIP)
-
Commodity
Supplemental Food Program (CSFP)
-
Food
Distribution Program on Indian Reservations (FDPIR)
-
The
Emergency Food Assistance Program (TEFAP)
-
Food Distribution Programs on Indian
Reservation (ITOs & SDA for Nevada
USDA Foods Complaint Procedures:
To file a complaint, the SDA/ITO must enter the information in the
Web-Based Supply Chain Management (WBSCM) application. To log into
WBSCM, go to
https://portal.wbscm.usda.gov, log in and follow instructions for
complaint submission. If you have forgotten your password for
eAuth, go to the eAuthentication website at
http://www.eauth.egov.usda.gov
and select the link for a forgotten password.
NOTE to Multi-Food Users: If you usually manage complaints
for your organization and are not registered in WBSCM, contact the WBSCM
Organization Administrator (Org Admin) for your organization and request
that you be added as a user to complete this function in WBSCM.
The Org Admin is usually the person that orders USDA Foods for your
organization.
To contact
the FNS/FDD USDA Foods Complaint Team for help use our email
address:
Last Modified:
02/15/2013
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