Facilities have 10 calendar days to dispute a verified assessment report after it becomes available to them in VRC Verification Completed status. The dispute can only be raised via the Accredited Host platform and the facility must provide details about the dispute. This information will then be passed on to the Verification Oversight Organization (VOO) for review.
A dispute can only be raised once and only when issues relate to (1) verification process, (2) Verifier conduct or (3) the Verifier not following Verification Protocol. More detailed information is available in the SLCP Quality Assurance Manual.
Disputes on a question level will not be considered. Rather, the facility and Verifier/ Verifier Body must address these question level disputes offline within the 10 calendar day timeframe.
The VOO will investigate the dispute, hearing all parties involved and conducting additional research, and come to a ruling. A dispute can be substantiated or not. Depending on the outcome, a Verifier may have to edit the report. Depending on the outcome, a report may be finalized or invalidated.
Information on disputes is stored on the Gateway for SLCP analysis and feeds into Verifier scoring (public rating available after 2020).
If a dispute was raised, some information about the dispute will be visible in the verified assessment report.