What this means
This is the internal routing playbook after a local quality review finds corrective work. It describes special issues, correction end products, local work-queue control, five-business-day initial correction targets, reconsideration handling, and VBMS deferrals when a claim must move back to an earlier processing stage.
How this may help with a claim
This page is most useful after VA tells you that a local quality error was found. It can help you understand why the file was recalled, deferred, or placed under a correction end product and what internal steps may follow. Keep the notice, monitor the actual claim status, and ask VA or your accredited representative which substantive issue is being corrected.
What to review in your file
- Confirm whether VA actually identified an IQR or IPR error rather than assuming a routing change means one occurred.
- Identify the pending end product, special issue, deferral, or correction label reflected in available claim information.
- Ask what substantive error is being corrected and whether additional evidence or claimant action is required.
- Continue to observe the deadline stated in any claimant notice despite the separate internal correction workflow.
Important limits
The routing targets regulate VA staff and do not promise a claimant a decision within five business days. Veterans generally cannot see or control every internal flag, and this section does not replace notice-specific response periods or AMA review deadlines.
Search terms when useful
Phrases that may help when searching your claim file or this library.
- IQR corrective action
- IPR correction
- Local Quality Review
- EP 930
- NWQ routing
- VBMS deferral
- quality reconsideration
Original VA guidance
The official VA text of this section
8. VBMS Reviews
Introduction
This topic contains information on VBMS reviews, including
- claim routing for IQRs/IPRs in NWQ
- procedures for IQRs/IPRs when an EP is pending
- procedures for claims requiring corrective action when an EP is not pending
- IQR reconsiderations in NWQ
- VBMS deferrals
- procedures for deferral reviews, and
- VBMS erroneous deferrals.
Change Date
April 13, 2026
6.8.a. Claim Routing for IQRs/IPRs in NWQ
ROs are required to use proper system updates during the IQR/IPR process to ensure proper claim routing and timely claims processing. Using either the Local Quality Review special issue, claims requiring corrective action will remain within an RO’s work queue until completion of corrective action and the Local Quality Review special issue is removed.
If the original EP is no longer pending, stations must select the appropriate Correction of Local Quality Error EP930 claim label.
6.8.b. Procedures for IQR/IPR Corrective Actions When an EP is Pending
Follow the steps below when reviewing an IQR/IPR and an EP is pending.
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| Step | Action |
| 1 | The designated RO employee(s), e.g., Coach, Assistant Coach, etc., will recall the EP (unless already assigned to the appropriate station), add the Local Quality Review special issue, and assign to the appropriate claims processor for corrective action. |
| 2 | The claims processor will take complete corrective action and notify the appropriate Coach once action(s) are taken. All corrective action must be completed within five (5) business days of the EP being received in the claims processor's work queue. |
| 3 | The QRT or other designated Coach will remove the Local Quality Review special issue. |
I mportant: If all corrective actions cannot be completed prior to the removal of the Local Quality Review special issue because additional corrections are dependent upon the initial corrective actions taken, claims processors are required to create a VBMS note with the content of all QMS errors that were cited.
Note: If corrective action is required for a claim pending under the jurisdiction of another RO, the QRT supervisor (or designee identified by the VSCM) must request jurisdiction of the pending claim/appeal from the RO by emailing the RO’s VSC corporate mailbox and copying the RO's assigned District and NWQ analysts. The subject line of the email should read “IQR Error: Transfer Claim.” The body of the email should provide enough information to identify the claim and the reason for the request to transfer jurisdiction. When an RO receives an email with that subject line, the RO must utilize VBMS brokering functionality to send the claim/appeal to the requesting RO within one business day.
Example: A VSR received an error for a missed exam and opinion and a second error for a failing to obtain identified additional VAMC treatment records via a 10-7131 request for the same contention. As the additional VAMC records must be obtained prior to requesting the examination, all corrective actions cannot be finalized at once. The VSR should enter a VBMS note with the content of the QMS error(s) for future claims processors to ensure all corrective actions are implemented when appropriate.
6.8.c. Procedures IQR/IPR Corrective Action When an EP is Not Pending
Follow the steps below for claims reviewed by QRT requiring corrective action when an EP is not pending.
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| Step | Action |
| 1 | The QRT Coach or other designated individual will establish an EP 930 with the Correction of Local Quality Error claim label and the Local Quality Review special issue. The claims processor should be notified of the EP assignment and any review results per locally established procedures if automatic notification in QMS was not completed. |
| 2 | The claims processor will complete initial corrective action and notify the Coach, the QRS (if appropriate), after completion of corrective action. All initial corrective action must be completed within five (5) business days of the claim being assigned to the claims processor's work queue. |
| 3 | The QRT or other designated Coach will remove the Local Quality Review special issue. |
References: For information on the requirement to enter a VBMS note and how to enter one, please see
- M21-4, Appendix B. 2.930
- M21-1, Part II, Subpart ii, 2.A.1.c.
6.8.d. IQR Reconsiderations in NWQ
If an employee disagrees with an error citation on an IQR, the employee will initiate the reconsideration process per M21-4, Chapter 6.5.i.
During the IQR error reconsideration process, the Local Quality Review special issue must remain assigned to ensure the claim remains under the RO’s jurisdiction until the reconsideration process is complete.
- If the IQR error is upheld, follow the steps for corrective action as outlined in M21-4, Chapter 6.8.b. or c.
- If the IQR error is overturned, the QRT Coach will either remove the Local Quality Review special issue or cancel the EP 930.
6.8.e. VBMS Deferrals
VBMS deferral functionality allows a claims processor to return a claim to an earlier place within the claims cycle to correct erroneous actions. Using VBMS deferral functionality is required for any situation in which a claim returns to a previous step in the process, and all relevant details must be provided to include
- a manual reference
- most appropriate reason(s) for deferral, and
- relevant eFolder document bookmarks.
In the event the claims processor assigned the claim for corrective action disagrees with the deferral, the claims processor will email a brief narrative to the QRT Coach and copy their Coach within five business days of receipt of the deferral. The narrative must identify why the claims processor disagrees with the deferral and provide a reference to support the disagreement.
6.8.f. Procedures for Deferral Reviews
Follow the steps below for deferral review requests.
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| Step | Action |
| 1 | The claims processor emails the QRT Coach with the deferral disagreement narrative. |
| 2 | The QRT Coach will assign a QRS to review the deferral disagreement. |
| 3 | The QRS will review all relevant documents and determine if the deferral is appropriate within two business days of receipt from the QRT Coach. |
| 4 | The QRS will email the results of the deferral review to the QRT Coach and the claims processor’s Coach. |
| 5 | The claims processor’s Coach will notify the claims processor of the outcome of the deferral review and take the actions provided in the table below. Note: All actions must be completed within three (3) business days following QRT review. |
6.8.g. VBMS Erroneous Deferrals
The VBMS “Mitigate” button should not be used to resolve accurate deferrals because claims processors must take the corrective actions outlined in all accurate deferrals. The button should only be used to resolve erroneous deferrals.
Note: The “Mitigate” button will resolve the entire deferral. Current functionality does not support the mitigation of a partially erroneous deferral. Failure to include a supporting reference in the initial deferral is not grounds for automatic mitigation (system mitigation). Also, avoidable vs. unavoidable, or outside the scope of the employee is not grounds for system mitigation.