To reduce mistakes in verifications and improve data quality, we implemented a new Quality Failure Management System in March 2025. This included implementing fees for Verifier Body (VB) mistakes.
This article explains what a quality failure is, the key elements of the Quality Failure Fees, the process of a ‘Corrective Action Request’ (CAR), and how this model supports accurate and reliable data.
- What is a Quality Failure?
- Key elements of Quality Failure Fees
- Process for Corrective Actions
- Frequently Asked Questions
What is a quality failure?
VBs and Verifiers must meet a set of requirements and follow specific guidance when conducting an SLCP verification.
If Verifiers and VBs do not follow the requirements or guidance, this is a quality failure. Essentially, quality failures are mistakes in verified reports.
Our data shows that the same mistakes frequently appear in multiple assessment reports. Repeated mistakes indicate areas of improvement for VBs and Verifiers. They also affect the overall quality of SLCP data.
SLCP identifies quality mistakes through different sources including our predictive and descriptive analytics models, complaints from brands, APSCA-led investigations, a Confidential Information Report Form, or other onsite quality assurance activities.
SLCP has 20 different categories of quality failures. Most of the mistakes will result in a Corrective Action Request (CAR) being issued to the VB. The frequency of the mistake will also be taken into account.
Key elements of Quality Failure Fees
- Mistakes, or ‘quality failures’ may result in Corrective Action Requests (CARs)
- There are four types of CARs: Initial CAR, Repeat CAR, Double Repeat CAR and Legacy CAR
- Initial, Repeat and Double Repeat CARs are associated with a different fee
- All CARs have an impact on the Verifier and VB scores
- The fees issued to VBs for quality failures only apply to VBs. SLCP does not expect fees for VB quality failures to be charged to facilities.
Process for corrective actions
SLCP conducts checks on our data regularly, using descriptive and predictive analytics. Our predictive analytics model identifies assessments that may have mistakes. So far, nearly all assessments identified by the model have resulted in CARs to the VB, helping us spot issues in a highly efficient and effective way.
When a verified report is flagged by the analytics models, we conduct a Desktop Review to identify quality failures. These quality failures may result in CARs, sent to the VB. The VB must address each one by submitting a Corrective Action Plan (CAP) through the CAP portal.
When different quality failures are identified from a single source (for example, a Desktop Review), each one will be addressed in an individual CAR. However, VBs will only be charged one fee per source at the most severe CAR category.
However not all mistakes result in CARs. VBs can also receive a VB Feedback Notification to address issues. They allow crucial feedback to be provided to new verifiers during Desktop Reviews or for minor issues, but do not result in corrective actions.
Frequently Asked Questions
What is the cost of a CAR?
Not all CARs will be subject to the same fee. Cost varies by CAR type. Legacy CARs do not have an associated fee.
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Initial CAR: The first instance a Key Quality Issue Category (KQIC) is found - $765. The Initial CAR is active for 12 months.
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Repeat CAR: Issued when the same KQIC is identified after the 70-day implementation window of an Initial CAR and within the 12-month active period of the Initial CAR- $865
- Double Repeat CAR: Issued when the same KQIC is found after the 30-day implementation window of a Repeat CAR and during the 12-month active period. Double Repeat CARs can be issued after the 15-day implementation window and can be issued multiple times within the 12-month active period - $965
VBs have 30 days to pay the invoice related to the CAR issued. The VOO will manage all the CARs and related CAPs through the new “CAR/CAP portal” developed to streamline submission and communication regarding CARs and CAPs.
What is the Key Quality Issue Category List (KQIC List)?
Key Quality Issues Category (KQIC) is how we categorize errors, inconsistencies, or deviations in assessment reports that are identified through various quality assurance activities conducted by SLCP.
The purpose of tracking quality issues in categories is to ensure accountability and continuous improvement in the verification process. It helps quickly pinpoint quality gaps and recurring issues in verification reports, and enables better tracking of in mistakes.
These result in a Corrective Action Request (CAR) being issued to the responsible VB.
The Key Quality Issue Category List includes the 20 main quality issues listed below
- Incorrect Assessor/Verifier Selection
- Incorrect Assessor/Verifier Response
- Incorrect Legal Flags/ Legal Non-compliances
- Verifier Misunderstanding or Misinterpretation of Question
- Inconsistency with Response
- Insufficient and/or missing Assessor/Verifier Explanation
- Insufficient and/or missing Legal Reference
- Insufficient and/or missing Legal Flags/ Legal Non-compliances
- Insufficient and/or missing Confidential Sensitive Information Report
- Mistakes identified through VRQ checks (automated quality check on each report) not fixed
- Repeat Verifier Violation (Verifier sequentially at same facility without exception approval)
- Person Day Requirements
- Minimum Requirement not met
- Exceeded allowed person days and/or more than one Verifier not sent without exception approval
- Failure to upload attachments or relevant information to report
- Verification plan
- No evidence for non-compliances
- Insufficient Facility Background Check
- Management Systems and/or Ethics/Integrity Issues
- Any errors identified in the “Highly Relevant Keys” (195 for CAF v1.6/ 179 for CAF v1.7)
- Any errors covered in General Calibration webinar content
- Any errors covered in Regional Calibration webinar content
- Any errors covered in SLCP/VOO published technical bulletins
- Other quality issues based on Verification Protocol, Verifier Guidance and VB Requirements (at the discretion of SLCP/VOO)
What is a confidential information report?
The Confidential Information Report Form notifies SLCP of any sensitive, suspicious, or confidential information that may arise during verification or through other channels, such as worker hotlines, that is not recorded in a Verification or assessment.
This could be information that a Verifier suspects poor treatment of workers, or other serious issues, but does not have responses in an assessment to verify. The information can be submitted outside of the assessment timeframe.
For Example:
- Sensitive information that the VB/ Verifier cannot use in the report to keep the identity of the worker confidential and to protect the worker from retaliation.
- Identified non-compliances and/or inaccuracies by the VB/ Verifier that fall outside of the assessment scope timeframe and the facility does not provide permission to include in the report.
- Verifiers have suspicions about non-compliances/inaccuracies/zero tolerance conditions in the assigned facility but are unable to properly triangulate information (e.g., issues with building safety)
- Any confirmed and/or suspicious unethical facility behavior