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Upon receipt of complaint to Building Science Institute, the True North Quality Management Services program manager shall determine if the complaint is against the Building Science Institute or verification organization quality assessment designee or verifier.

If against the Building Science Institute, complaint must be forwarded to the Building Science Institute Quality Council for resolution. The Quality Council will assign a Quality Council member to evaluate the complaint based on objective evidence, through the Building Science Institute complaint resolution process described below, with the Quality Council member replacing True North Quality Management Services.

If complaint is against a verification organization Quality Assessment Designee, Verifier or Analyst, True North Quality Management Services will evaluate.

True North Quality Management Services will determine if the complaint is related to ENERGY STAR® Certification Protocols, within 2 business days of receipt of complaint and information required to make that determination.

If the complaint is NOT related to ENERGY STAR Certification Protocols, the complainant must be notified.

If the complaint is related to ENERGY STAR Certification Protocols, a True North Quality Management Services lead assessor will be assigned by the assessment program manager to investigate the complaint.

The True North Quality Management Services lead assessor will start the review within 7 business days of all the provided documentation of the complaint and evaluate based on objective evidence.

Evidence must be recorded and verifiable:

1. Evidence must be verified by at least two of the following:
   1. Documents and records
   2. Verbal statements
   3. Repeated observations
   4. Measuring and testing
   5. Simulation

The Certification Review for the ENERGY STAR Certification Protocol must be performed through the ENERGY STAR Certified Homes Rater Quality Assurance and Certification Review process.

If the complaint is found to be true based on objective evidence, the non-conforming Software Analyst, Verifier or Quality Assessment Designee will be placed on probation and must complete required training on the non-conforming items prior to release from probation, approved by the Building Science Institute’s True North Quality Management Services.

If the Building Science Institute receives more than three complaints in a 12 month period against a Quality Assessment Designee, Analyst or Verifier which are found to be true, that Quality Assessment Designee, Analyst or Verifier shall have their credential suspended for a period not to exceed 3 months. Prior to release from suspension, that individual must demonstrate their competence prior to release from suspension through:

1. Verifier: 5 pre-drywall/insulation ENERGY STAR verifications mentored by Quality Assessment Designee & 5 final ENERGY STAR verifications  mentored by Quality Assessment Designee
2. Software Analyst: 10 energy models in HouseRater (plans & specs provided by Building Science Education), evaluated by True North Quality Management Services:
   1. 2 single story
   2. 2 2-story
   3. 2 duplexes
   4. 2 townhouses
   5. 2 apartment units
3. Quality Assessment Designee: 5 ENERGY STAR software file evaluations, 5 ENERGY STAR field evaluations, and ISO 17020 gap assessment, all mentored by a True North QMS Quality Assessor.

If the Building Science Institute receives more than five complaints in a 60 month period against a Quality Assessment Designee, Analyst or Verifier which are found to be true based on objective evidence, that Quality Assessment Designee, Analyst or Verifier shall have their credential revoked.

If objective evidence shows conclusively that a Verifier or Software Analyst has deliberately conducted their verification activities to permit a home that does NOT meet the ENERGY STAR New Homes program requirements to become certified, that individual must have their credential revoked.

If the annual conformity assessment conducted by the Building Science Institute’s True North Quality Management Services discovers that a Quality Assessment Designee has willfully, based on objective evidence, breached the Building Science Institute’s policies and processes, that Quality Assessment Designee must have their credential revoked. If the breach was due to lack of skill, based on objective evidence, that Quality Assessment Designee must be placed on suspension until they complete the above requirements to be removed from suspension. If the breach was inadvertent, based on objective evidence, that Quality Assessment Designee must be placed on probation until they complete the above requirements to be removed from probation.

The Quality Assessment Designee, Analyst or Verifier has the right to appeal the Building Science Institute decision to place them on probation, or suspend or revoke credential.

The appeal shall be made to the Building Science Institute’s Quality Council.

The complainant will be notified of the resolution of complaint (unfounded or disciplinary action taken) upon the completion of the evaluation.

If True North Quality Management Services determines a home fails the Certification Review, the ENERGY STAR label and certificate for that home shall be rescinded.

The Building Science Institute Quality Council will be informed of the progress and resolution of complaints found to be related to the ENERGY STAR Certification Protocols.

The Building Science Institute will inform the EPA ENERGY STAR New Homes team of all disciplinary actions and the progress and resolution of all complaints related to the ENERGY STAR Certification Protocols.

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