What this means
m21-4:8.5 explains action to take following a QA review error. In plain terms, the official guidance says hubs and the FCC must complete corrective actions taken for any substantive and non-substantive error citations and comments for the EP or call recording under review. It also addresses comments for all other actions not associated with the EP or call recording under review may also require corrective action.
How this may help with a claim
Use m21-4:8.5 when organizing evidence or checking VA's handling of action to take following a QA review error. Compare your application, supporting records, and notice with this source-specific point: Hubs and the FCC must complete corrective actions taken for any substantive and non-substantive error citations and comments for the EP or call recording under review. Comments for all other actions not associated with the EP or call recording under review may also require corrective action. Save proof of submission and identify the exact condition, exception, or missing development step before requesting correction or choosing a review option.
What to review in your file
- Check the file against this official condition: indicating when correction is not appropriate, and
- Confirm that the record or notice addresses this source point: One of two actions must take place on a QA review error:
- Document how this stated step or exception applies: the hub and FCC must take corrective action (re-work, feedback, or training as appropriate), or
Important limits
m21-4:8.5 explains VA guidance for action to take following a QA review error; it does not guarantee an award or replace the statutes, regulations, binding decisions, and review instructions that control an individual claim. Conditions and exceptions still matter, including this source point: Hubs and the FCC must complete corrective actions taken for any substantive and non-substantive error citations and comments for the EP or call recording under review. In cases in which correction may be inappropriate, the hub or the FCC must indicate why correction is not appropriate and describe other action taken, such as training or feedback.
Search terms when useful
Phrases that may help when searching your claim file or this library.
- Action to Take Following a QA Review Error
- m21-4:8.5
- Action Take Following
- Review Error
- Reporting Correction Review Error
- This topic describes reporting
- action take following review
- completion corrective actions reporting
Original VA guidance
The official VA text of this section
5. Reporting the Correction of QA Review Error Calls
Introduction
This topic describes procedures for reporting the correction of QA error calls, including
- action to take following a QA review error
- completion of corrective actions and reporting
- time limit for corrective actions
- indicating when correction is not appropriate, and
- management’s responsibility for corrective action.
Change Date
February 8, 2024
8.5.a. Action to Take Following a QA Review Error
One of two actions must take place on a QA review error:
- the hub and FCC must take corrective action (re-work, feedback, or training as appropriate), or
- request reconsideration of the error.
If P&F Service
- withdraws the error, no further action is required, or
- upholds the error call, the FCC or hub must take corrective action.
8.5.b. Completion of Corrective Actions and Reporting
Hubs and the FCC must complete corrective actions taken for any substantive and non-substantive error citations and comments for the EP or call recording under review. Hubs and the FCC receive notification of error calls and comments as both are documented by the QA staff.
Note: Comments for all other actions not associated with the EP or call recording under review may also require corrective action.
8.5.c. Time Limit for Corrective Actions
Hubs and the FCC are required to report corrective action taken within 30 calendar days of receipt of an error or comment.
8.5.d. Indicating When Correction Is Not Appropriate
In cases in which correction may be inappropriate, the hub or the FCC must indicate why correction is not appropriate and describe other action taken, such as training or feedback. The hub or FCC may also indicate the submission of a secondary reconsideration request. If P&F Service upholds the error during the secondary reconsideration request, the hub or FCC must take corrective action and appropriately report the action(s).
8.5.e. Management's Responsibility for Corrective Action
Upon notice of a completed QA review, hub or FCC management must take action to correct any noted deficiencies.