Appeals, Complaints and Disputes

A Complaint is any expression of dissatisfaction related to the conduct, impartiality, or quality of CMMC related activities performed by DirectViz Solutions (DVS).

Complaints may include concerns related to:

Assessor, reviewer, or subcontractor conduct or professionalism
Impartiality, bias, or conflict of interest concerns
Consistency, quality, or adherence to required assessment processes
Confidentiality, information handling, or evidence protection
Improper marketing practices, representations, or ethical concerns

Complaints do not include disagreements with assessment results or certification determinations.

Challenges to assessment decisions must be submitted through DVS’ Appeals Process.

What Is a Contract Dispute?

A Contract Dispute involves commercial, administrative, or contractual matters, including but not limited to:

Invoicing or payment issues
Fees, pricing, or billing structure
Schedule changes or delivery timelines
Statement of Work (SOW) terms or contractual obligations
Acceptance of deliverables or contract interpretation

Contract disputes do not relate to assessor conduct, impartiality, ethics, or assessment quality.

If a submission includes both commercial issues and conduct‑related concerns, DVS will separate the submission into two independent case files (Complaint and Contract Dispute) so that each matter is handled under the appropriate, impartial process.

How to Submit a Complaint or Contract Dispute

Step 1

To submit a complaint or dispute, please complete the appropriate form using the “Complete Dispute Form” or “Complete Complaint Form” links below. For updates, questions, or additional information regarding an existing complaint or dispute, please contact us at: Complaints_and_Contract_Disputes@ directviz.com.

Step 2

DVS will acknowledge receipt and provide next steps, including a secure PreVeil link if additional evidence is required.

Step 3

Once PreVeil access is provided the organization may upload applicable supporting evidence for the complaint of dispute.

Evidence may not be submitted via email and must be submitted via an approved and secure method.

Complete Disputes Form Complete Complaint Form

What Happens After You Submit?

1. Acknowledgment

You will receive a written acknowledgment within three (3) business days, confirming receipt and outlining next steps.

2. Classification

DVS reviews each submission to determine whether it is categorized as:

A Complaint
A Contract Dispute
An Appeal (redirected to the Appeals Process)
Another type of inquiry

Mixed submissions are separated so that each matter is handled through the correct, documented procedure.

3. Independence & Impartiality Controls

For Complaints:

A reviewer independent of the original assessment and any commercial interests is assigned
Reviewers complete conflict of interest and independence attestations
Impartiality or COI related concerns may be referred to the DVS Impartiality & Conflict of Interest Committee

For Contract Disputes:

Issues are handled by Contracts and/or Project Management, with support from Legal or Finance as appropriate
Any concern related to impartiality, ethics, or conduct is redirected into the Complaints Process

4. Investigation or Review

Complaints may involve:

Interviews, record reviews, and fact finding activities
Independent evaluation of conduct, quality, confidentiality, or impartiality concerns
No consulting, remediation, or readiness guidance is provided, in accordance with ISO/IEC 17020 Type C requirements

Contract Disputes may involve:

Review of contract terms, SOWs, invoices, and communications
Direct engagement between DVS Contracts/Project Management and the submitting organization

5. Determination & Written Outcome

You will receive a formal written response, which may include:

Complaint Decision Letter
(substantiated, partially substantiated, or unsubstantiated)
Contract Dispute Resolution Letter
(clarification, correction, concession, credit, re billing, change request, schedule adjustment, or no change)

All final determinations and supporting records are securely retained.

Confidentiality, Non Retaliation & Recordkeeping

All complaints and disputes are handled confidentially and stored in protected systems
DVS maintains a strict non-retaliation policy for all complainants
Access to records is limited to personnel with a legitimate need to know
Records are maintained in accordance with ISO/IEC 17020 retention requirements and Cyber AB accreditation expectations

Appeals Process

Organizations may formally appeal a CMMC certification decision issued by DVS.

Scope of Appeals

What Can Be Appealed (In-Scope)
An appeal may be submitted when the organization believes a determination was incorrect based on objective assessment criteria or assessment execution. Examples include:

The assessment process was not followed as required
Evidence was evaluated incorrectly or inconsistently
A MET / NOT MET / NOT APPLICABLE determination appears misaligned with criteria
An administrative omission permitted under policy (e.g., missing metadata)

Appeals must be tied directly to assessment criteria and the assessment record.

What Cannot Be Appealed (Out-of-Scope)
The following items are handled through other processes and are not appealable:

Contractual or commercial issues (pricing, scheduling, terms)
Professional conduct concerns (handled as Complaints)
Minor report formatting corrections
Attempts to provide new or updated evidence created after the assessment
Disagreement with the CMMC model or DoD requirements
Requests for implementation, remediation, or consulting guidance
Attempts to negotiate or influence assessment results outside the formal process

If a submission is out of scope, it will be redirected to the appropriate process.

How to Submit an Appeal

Step 1 — Submit Initial Appeal Request

To submit an appeal, please complete the appropriate form using the “Complete Appeals Form” link below. For updates, questions, or additional information regarding an existing appeal, please contact us at: Appeals@directviz.com

Do not include evidence, screenshots, logs, or any CUI in the initial request.

Step 2 — Acknowledgment & Next Steps

DVS will acknowledge receipt and provide next steps, including a secure PreVeil link for uploading evidence after eligibility is confirmed.

Step 3 — Submit Evidence Securely

Once PreVeil access is provided, the organization may upload:

An Evidence Index
Relevant evidence that existed during the assessment period
Required attestation

Evidence may not be submitted via email and must be submitted via an approved and secure method.

Complete Appeals Form

Appeals Review Process

Once a complete appeal package is received:

The appeal is reviewed by qualified personnel independent of the assessment
Only assessment-period evidence is considered
Clarifications may be requested, and timelines may pause accordingly
A decision is issued based on whether each finding should be upheld, modified, or overturned

A formal Appeals Decision Letter is issued to the organization.

Escalation to The Cyber AB

If the organization disagrees with the final C3PAO decision, the appeal may be escalated to The Cyber AB in accordance with their published Appeals Process.

This escalation applies only to appeals of internal C3PAO assessment decisions.

DIBCAC-run appeals cannot be escalated to The Cyber AB.

Confidentiality & Impartiality

All appeal submissions are handled confidentially
Access to appeal information is limited to authorized personnel
DVS maintains impartiality and independence in all appeal decisions
No consulting or remediation advice is provided as part of the appeals process

Questions?

For questions regarding the Appeals, Complaints or Contract Disputes process:

Appeals

Appeals@directviz.com

Complaints and Disputes

Complaints_and_Contract_Disputes@directviz.com