On September 29, 2025, the RESNET® Board of Directors adopted a policy to ensure builders and clients are promptly notified when a meritorious complaint or formal investigation could affect their projects. The policy applies to RESNET Accredited Rating Quality Assurance Providers, the HERS® Rating Companies they oversee, and Provider-initiated inquiries based on QA findings. The policy is designed to promote early notification, clear communication, transparency throughout the investigation process. When Notice Is Required Builders, clients, and RESNET must be notified whenever a meritorious complaint or confirmed quality assurance (QA) finding involves homes rated within the previous two years and includes one or more of the following: Misstated HERS Index scores or program compliance that may require a rating revision Fraudulent testing or inspection results Rating, testing, or inspection work performed by individuals who were not properly certified or credentialed RESNET must be copied on all notifications and kept informed of the investigation’s progress until the matter has been fully resolved. Complaint review. Within five (5) business days of being informed of an issue, the Accredited Rating Provider determines whether the complaint warrants a formal investigation. Investigation opens. Within three (3) business days of determining the complaint has merit, the Accredited Rating Provider notifies the HERS Rating Company and RESNET, identifying the potentially impacted builders and clients. RESNET then contacts any other Accredited Rating Providers affiliated with the HERS Rating Company. Builders and clients are notified. The HERS Rating Company notifies the corporate headquarters of all potentially impacted builders and clients in writing via email within five (5) business days, copying the Accredited Rating Provider and RESNET. Scope expansions. If the scope of the investigation expands, the Rating Provider notifies the rating company and RESNET within three (3) business days, and the rating company notifies any additional impacted builders and clients within five (5) business days. Findings are disclosed. At the close of the investigation, the HERS Rating Company provides written disclosure of the findings and final determination to all impacted builders and clients within five (5) business days. The Rating Provider sends its own written disclosure as well. Backstop. If the HERS Rating Company does not provide the required disclosure within five (5) business days, the Rating Provider must provide the written disclosure directly to the affected builders and clients within three (3) business days. Read the Full Policy Keeping Builders Informed, Every Step of the Way
