First, we made it very easy for the suppliers to get to us. We have electronic ways for them to get hold of us, but we always advise them to go to the department first. If they cannot resolve their issue with the department, they can come back to see us, and we'll see what we can do. That's how it works.
Then we ask them to please not put in a formal complaint yet, because that takes me into a very legalistic procedure and we ask if we can just help them resolve their issue. Almost every time, they say, “Yes, that's the way we'd like to get it done.”
Then we use our contacts in the departments. We go to the departments and explain to them exactly what is happening and what they've overlooked if they are at fault. It's not that the department is always wrong. Many times the issue is not with the department; it's at the other end.
That's how it works. People have been very appreciative of this approach and it seems to be working fine.