Customer Service is serious business here because we know that any unresolved complaint can reflect poorly on us, as well as all the other Raters participating in the MABEP HERS Program.

Because it is so important, we continually work to ensure that our Raters attain the best possible customer satisfaction results through a number of activities including, but not limited to, customer phone calls, surveys and on-site Quality Assurance verification visits by RESNET Certified Quality Assurance Designee(s) (QAD).

We respond quickly to all customer complaints and take fast action to address the issue because we want to resolve the issue BEFORE it becomes a problem.  Our Raters understand this and support it.

If we receive a customer complaint the process begins immediately following these steps:

First, we will log the complaint, the nature of the complaint, origin of the complaint (direct to MABEP, from RESNET or some other means) and interview the complainant by telephone.

Next, we will learn the nature of the complaint fully and if the complaint cannot be resolved informally by speaking with the Rater then we will turn over complaint to a Quality Assurance Designee (QAD) for further inquiry.

They will gather information, interview the complainant, the Rater and others that may have information, to better understand the situation.  The QAD will also gather software data files, field checklists and other evidence.

Once this is complete they will explore informal complaint resolution with the customer and the Rater to find a possible solution to the issue.  The QAD will speak with the customer about the proposed solution and if it is acceptable to the customer, obtain verbal confirmation of acceptance of proposal, time frame for completion and any other appropriate facts.  They will then confirm same verbally with the Rater.

The QAD will then schedule a site visit as necessary, prepare a written complaint resolution plan and report to complaint originator the complaint resolution results if the complaint did not come directly to MABEP.

Finally we will file all evidence and reports concerning the complaint in the Rater’s permanent file.

Our Raters are required to inform their clients in writing before starting work that they may inform us immediately about any complaints they have with their professional services or at their option they may go directly to RESNET if they are not satisfied with the services.

We do not do take this responsibility lightly.

First, because MABEP HERS Rater clients have a reasonable expectation of high quality service by a competent professional.

Second, because Section 102.1.4.10 of the RESNET 2006 Mortgage Industry National Home Energy Rating Standards requires us to do this.

Finally, we take quaility assurance seriously so depending upon the type and the severity of a customer complaint, more extensive quality control procedures may be required.  Upon investigation by our Quality Assurance folks a designee may be required to participate in a Personal Development Program for improvement and in extreme cases their MABEP HERS Rater agreement may be terminated.

Please contact Becky Morgan at MABEP HERS.