ECOS Complaint Reminder

•	When a complainant checks the block for Information & Trend Analysis, the complaint is automatically closed upon submission.  Unfortunately, the Complaint Summary Report that States can request shows no information in the Resolution Field giving States the impression that the complaint is being ignored.   In a future ECOS enhancement, the phrase Information & Trend Analysis will populate the report’s Resolution field.  While such a complaint is closed, the Complaint Team reviews the complaint and monitors receipt of similar complaints as it runs Trends Analysis Reports.   When a complaint trend develops, further action is taken through AMS/FSA with the vendor in question.

•	Some States have suggested a “Remarks Field” should be added to the ECOS Complaint Module to provide an opportunity for further description of commodity problems.  A future ECOS enhancement will incorporate this suggestion.   In the interim, States may provide additional descriptive information via e-mail addressed to commoditycomplaints@fns.usda.gov.  Please reference the complaint number generated by ECOS when the complaint was submitted.

•	States are reminded that vendors have the right to inspect and retrieve problem commodities for salvage value when replacement is required by AMS/FSA.  Therefore, it is imperative that States do not destroy large quantities of commodities when requesting replacement, as the vendor has no responsibility to act when questionable product is not available for examination or retrieval.

•	Several complaints have been received that cases of A516 batter breaded chicken contain no wings.  Specifications allow substitution of parts as long as total weight is returned.  This fact, and the weight range of chickens used for this product, may cause the number of servings per case to vary significantly.  A revised edition of this product’s Fact Sheet will incorporate this clarification. 

Last Updated: 12/08/2004