6.3: Customer Feedback System

A HPwES Program quality assurance plan shall include a process for program and process review, identification of systemic lapses or weakness, and development of actions designed to strengthen the delivery of the product to the client. Customers participating in a Sponsor’s HPwES program shall have access to a system that enables them to report concerns and issues directly to the Sponsor. Sponsors shall be responsible for communicating customer feedback to the affected contractors. All feedback from customers shall be documented and evaluated to inform decisions related to program operations and future program designs. Any negative feedback shall be addressed and records relating to the contractor feedback, response, and final resolution shall be maintained and made available for review by DOE or its agents upon requested.