Complaints and Disputes Process

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’s Appeals Process (see the Appeals page).

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

All complaints and contract disputes must be submitted to the official DVS mailbox:

Complaints_and_Contract_Disputes@directviz.com

Please do not submit CUI, assessment evidence, screenshots, logs, or other sensitive data via email.

If secure documentation is required, DVS will provide access to a controlled, secure workspace for submission.

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

Questions?

For questions regarding the Complaints or Contract Disputes process: