Grievances & Disputes

NBU is committed to fair and open procurement practices as required by local, state and federal laws and strives to maintain the highest level of ethical conduct in every aspect of the procurement process. Sharp business practices or high pressure tactics will not be tolerated. A factor in the qualification and selection process includes consideration of the ethical history and conduct of a Bidder.

Any question, challenge or complaint about the proposal process must be presented to NBU as described below and will be processed in the following sequence until a resolution is reached:


Step 1  A meeting to discuss the issues and concerns shall take place between the Bidder’s authorized representative and the Manager of Purchasing not later than ten (10) business days after the contract is awarded. Scheduling of meetings should be arranged by contacting the Manager of Purchasing at 830-608-8867


Step 2  If the matter is not satisfactorily resolved in Step 1, a written submission of the issues or concerns on the Bidder’s company letterhead must be received by NBU not later than ten (10) business days after the meeting date. The written submission shall be sent to Manager of Purchasing, New Braunfels Utilities, 355 FM 306,  New Braunfels, Texas 78130. The written submission must include the Proposal Number and clearly outline the specific question, challenge or complaint.


Step 3  NBU will provide a written response to Bidder to the question, challenge or complaint within ten (10) business days after its receipt. The parties may agree to additional time for a written response.


Step 4  If the written response from NBU in Step 3 does not satisfactorily resolve the matter, the Bidder may provide a written request on its company letterhead for a meeting between the Bidder’s authorized representative and NBU’s Chief Executive Director of Finance. This request must be received by NBU no later than ten (10) business days after receipt of the written response provided in Step 3 above. This request must also include the Proposal Number, clearly outline the issues or complaints for review, and specifically summarize all previous attempts at resolution. The request should be delivered to the Chief Financial Officer. This request, New Braunfels Utilities, 263 East Main Plaza, New Braunfels, Texas 78130.


Step 5  The Chief Financial Officer this request will schedule a meeting within ten (10) business days after receipt of the written request arising from Step 4. NBU will notify the Bidder in writing of the date and time for the meeting.


The decision resulting from Step 5 shall be final. No step in this process may be bypassed.