Facilities have 10 calendar days to dispute a verified assessment report after it becomes available to them. The dispute can only be raised via the Accredited Host platform and the facility must provide details of the dispute. This information is passed on to the Verification Oversight Organization (VOO) for review.
A dispute can only be raised once and only when the quality of the verification is compromised. There are three major categories:
1. Verification process not properly followed/executed
2. Verifier conduct not ethical/inappropriate
3. Verifier not following the rules from the Verification Protocol
More detailed information on this 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. To make sure issues can be resolved in time, let the Verifier/VB know within 48 hours that you believe changes need to be made on a question level.
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 report may be finalized
- A Verifier may have to edit the report before it is finalized
- A report may be invalidated
- A Verifier may be suspended
If a dispute was raised, some information about the dispute will be visible in the verified assessment report.
Information on disputes is stored on the Gateway for SLCP analysis. It also feeds into Verifier scoring.