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RESNET® Complaint Resolution Process

RESNET was formed in 1996 to set the standards for quality in the energy efficiency assessment industry. It adopted the Rating Standards of Practice and Code of Ethics to ensure the clients of rating services receive accurate and unbiased information on a home’s energy efficiency.

RESNET’s raters and Providers subscribe to these high standards of quality and ethics in their rating and rating quality assurance services.

Requests for review will fall into one or more of three categories:

RESNET’s Rating Code of Ethics stresses a home energy rater’s obligation to present accurate and unbiased information on a home’s energy performance in a professional manner, and disclose any potential conflicts of interest.

RESNET considers adherence to the RESNET Code of Ethics so important that the RESNET National Home Energy Rating Standards require the Code of Ethics to be attached to every agreement between raters and their providers. In other words, every rater must sign an agreement attesting that they have read and agree to abide by the RESNET Code of Ethics as part of their professional certification. RESNET Rating and Training Providers are responsible for ensuring that their certified raters abide by the Code of Ethics and are required to have a progressive disciplinary process in place to deal with violations.

The RESNET Home Energy Rating Standards of Practice guides home energy raters in the inspection and testing of a home’s energy performance. The Standards of Practice were adopted by the RESNET Board of Directors to help clients of rating services understand what is and what is not required in a home energy rating.

RESNET has adopted a complaint resolution process to address standards compliance complaints of rater and provider services.

RESNET has also developed a formal Certification Review process in conjunction with the U.S. Environmental Protection Agency (EPA) and the U.S. Department of Energy (DOE) to respond to situations in which homeowners have concerns about the ENERGY STAR and/or ZERH certification of their home.

Complaints will only be considered if they are filed within two (2) years of the date of the rating. Complaints filed after this time will be dismissed due to the possibility of changes made to the home and natural deterioration of building components.

A complaint should only be filed with RESNET if the complaint is directed at a provider, or the provider fails to comply with its own complaint resolution process. If you have not already attempted to resolve your complaint through the provider, you are not ready to submit your complaint to RESNET. The complaint form will ask for a detailed explanation of your attempt to resolve the complaint, and failure to provide such an explanation is grounds for dismissal of the complaint. You may re-file once you have attempted to resolve it with the provider.

The RESNET complaint resolution process only covers activities specified in the RESNET Code of Ethics and/or Standards. It does not cover other services provided to the consumer not specified in the RESNET Code of Ethics and/or Standards. The first step in resolving a dispute with a certified HERS Rater or RESNET Energy Smart Builder is to contact the RESNET Accredited Provider that certified them. All RESNET Accredited Providers are required to have a complaint resolution process.

Alleged violations of the Code of Ethics by a rater must be reported to the provider according to the provider’s complaint process. If the complaint is not satisfied with the result of that process, complaints may be filed against the RESNET Accredited Provider for failing to enforce the ethics code with their certified raters by completing the online complaint form. If the alleged violation is against the provider, acomplaint may be filed directly to RESNET by completing the same online complaint form.

Upon receipt of a complaint, RESNET staff shall review the evidence submitted. The Chair of the Ethics and Appeals Committee shall be informed. RESNET staff shall consider the documentation submitted in deciding to proceed with an investigation or to dismiss the complaint.

In cases where RESNET staff finds the documentation submitted does not meet the minimum standards for an ethics or compliance complaint, the complaint may be dismissed. Both the complainant and the subject of the complaint (the respondent) shall be notified of RESNET staff’s finding by electronic mail.

Upon the decision by RESNET staff that the complaint should proceed to the next step, RESNET shall immediately send a copy of the complaint by electronic mail to the respondent. The respondent will have 20 business days to submit, in writing, a full and complete response to the complaint.

Upon receipt of the response, RESNET shall, within 30 business days of receiving the response, take action on the complaint. The action may include, but is not limited to:

  • Dismissal of complaint.
  • Requirement that the RESNET Accredited Rating Provider take steps to correct the problem.
  • Sanctions under Section 910 (Probation, Suspension, and Revocation of Accreditation) of the RESNET Standard.

All parties to the complaint shall be informed by electronic mail of RESNET’s action. Actions shall be subject to appeal in accordance with Section 912 (Hearing Procedures) of the RESNET Mortgage Industry National Home Energy Rating System Standards (MINHERS).

All complaints, responses and supporting documentation shall be handled in strict confidence by the RESNET staff, the Ethics Committee, and the Board of Directors.

To file a formal complaint, click here.

Requesting an ENERGY STAR or ZERH Certification Review

ENERGY STAR and ZERH certified homes undergo a process of independent inspections and testing to ensure that they meet strict requirements set by the U.S. Environmental Protection Agency (EPA) and the U.S. Department of Energy (DOE). In cases where a homeowner has concerns about the ENERGY STAR and/or ZERH certification of their home, the first and best option is to attempt a resolution directly with the home builder (typically through the builder’s home warranty process). If unsuccessful, a homeowner can request a Certification Review, which will determine if their home should maintain its ENERGY STAR and/or ZERH certification or if the certification must be withdrawn based on a review of the home’s current physical state. Please review EPA’s Certification Review policy and ZERH’s Certification Review policy for important information.

RESNET will review the request for eligibility and assign a Quality Assurance Designee (QAD) from the home’s original RESNET Accredited Provider to complete the Certification Review using the ENERGY STAR Quality Assurance & Certification Review checklist and the ZERH Quality Assurance & Certification Review checklist. After collecting documentation of the original certification, the QAD will schedule a visit to the home to inspect and test the current conditions. Homeowners should coordinate the date and time for the visit at their earliest convenience.

The QAD will complete the review and prepare a Certification Review Report for RESNET and EPA’s review within 60 business days of assignment.

  • If it is determined that the home fails the Certification Review, the ENERGY STAR and ZERH certifications of the home will be withdrawn.
  • If it is determined that the home passes the Certification Review, the ENERGY STAR and ZERH certifications of the home will be maintained.

A homeowner has the right to appeal this determination, at their discretion, by hiring a Qualified RESNET QAD to complete their own Certification Review Report. Note that only reports completed by Qualified RESNET QADs will be accepted because those professionals have the specialized skills and knowledge to perform Certification Reviews. If the results of the reviews differ, RESNET will work with EPA and DOE to make a final determination.

To formally request a Certification Review, click HERE.