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RESOLUTION OF COMPLAINTS
Agencies may require a contractor to perform some or all
of the tasks associated with resolving complaints for the loans/assets
being serviced by the contractor. Agencies may issue task orders
that include requirements for this service which contains services
similar to the those described below. A task order may require
any combination of these services. These services illustrate
some of the types of tasks that the contractor may be required
to perform under this contract, but this is not intended to
be an all inclusive list. Rather, it illustrates the types of
services a contractor may provide.
When required, agencies may issue task orders
that include the resolution of complaints relating to loan servicing
and asset management activities which may require, but are not
limited to the following types of tasks:
- Upon receipt of any complaint from the ordering agency or
directly from the borrower that alleges a violation by the
contractor of state or Federal law, the contractor may be
required to immediately cease collection activity on the account
in question. The contractor may be required to provide to
the ordering agency a copy of its collection activity record
on the account within established timeframes, any other relevant
information, and a draft response to the complaint so that
the agency may respond to the complaint.
- The contractor may be required to cease collection activity
on accounts identified in a complaint until resolution of
the complaint has been approved by the ordering agency. After
oral or written notification from the agency that a complaint
has been satisfactorily resolved, the contractor may be required
to immediately initiate the appropriate action on the account.
- An agency may require any inquiry from a U.S. Senator's
Office, U.S. Congressional Office, State or Local Government
Office, or other Government body regarding a loan account
be forwarded to the ordering agency within a specified time
period of receipt together with the contractor's draft response
to the inquiry and any pertinent documentation.
- During the resolution of a complaint, the contractor may
be required to take steps to ensure that the problem that
caused the complaint will not recur.
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