Welcome to the ERAI Complaints Department. In this section, we will explain our reporting procedures and requirements. At the bottom of this page, you will find our online Complaint Processing Center. You may proceed directly to the Complaint Processing Center if you are already familiar and agree to comply with our Complaint Processing Guidelines.
COMPLAINT PROCESSING GUIDELINES & CONFIDENTIALITY
The following guidelines are designed to protect ERAI as well as ERAI Subscribers. All of the information provided to ERAI is held in the strictest confidence. The data we collect when processing complaints (including your name and your company's name) is done for verification purposes only and is not released to parties not directly related to the incident.
Upon filing a complaint, you will be asked to provide adequate documentation to substantiate your complaint including, but not limited to: copies of purchase orders, invoices, failure reports (all complaints pertaining to faulty and/or counterfeit material should be accompanied by a failure analysis either from the end user, the component manufacturer or an independent testing facility), wire transfer documentation, email correspondence with the Reported Company, etc. Please provide as much detail as possible regarding the company you are filing the complaint against (ie: phone and fax numbers, email addresses, 'aka', 'dba', 'fka', officers and/or other contacts.). Please note that ERAI has the legal right to any data or to use any data on its site supplied to it by a Member, including ownership, maintenance, storage, dissemination and use of that information along with future use of the information even if the supplier of that information is no longer an ERAI Subscriber
PRIVACY STATEMENT
Communications between the Reporting Company, the Reported Company, ERAI and its representatives is considered privileged and confidential. The dissemination of documentation and/or emails to third parties not directly involved in this complaint could result in this case being dismissed or the revocation of your access to ERAI's services.
An ERAI representative will process your complaint as quickly as possible. Please understand there may be delays based on the severity of your situation as well as the number of complaints filed with ERAI at the time of your complaint. If you are not contacted by an ERAI Representative within 5 business days from the date you filed your complaint, please contact the Complaints Department at 239-261-6268.
A sincere and reasonable effort will be made to contact the company you are reporting in order to afford them the opportunity to respond to and/or dispute the information you are providing. In most cases, they will be contacted via fax and/or email with an explanation of who we are, what we do and the nature of the complaint being filed against them. Each fax and/or email is typically followed by a telephone call. If the Reported Company does not respond to dispute the complaint and the Reporting Company has provided necessary documentation to substantiate the complaint, ERAI will proceed with our reporting procedures.
In many cases, we are able to settle disputes between two or more companies. ERAI will act in an unbiased manner in an effort to mediate a situation fairly, amicably and to the best of our ability. It is important to understand that you, as the Reporting Company, may be asked to reach a compromise or settlement with the other party/parties. You are entitled to accept or refuse a proposed resolution.
If you are contacted by the company/person you are reporting after you have submitted your complaint with information that alters the status or details of your dispute, it is imperative that you share this information with us.
If the matter is resolved after the situation is listed on an ERAI Alert, please contact the ERAI office immediately so we can provide up-to-date and/or accurate information via the ERAI website.
Accuracy is critical.
ERAI IS NOT A COLLECTION COMPANY
We encourage you to make every effort to resolve your dispute. ERAI should be contacted after you have made a reasonable attempt to settle the matter directly with the Reported Company.