Partner FAQ: non-conformities and documentation
Answers to questions about non-conformities and customer complaints, and about the documentation you must keep in the partner portal.
This is part of Partner FAQ.
Non-conformities and complaints
[!note]- What is a "non-conformity" in the portal?
A non-conformity is a matter requiring follow-up, for example a quality issue, damage, or lack of access. You can see the description, status, and message thread under Non-conformities.
[!note]- What happens if a customer complains?
When the complaint is registered as a non-conformity, you follow up on the case in the portal. If the non-conformity concerns deficiencies in the cleaning, you are responsible for rectifying it and scheduling the time directly with the customer. Read the description, reply in the thread, and document the agreement and the rectification. If the customer does not wish to have a dialogue with the partner, Vaskeladden can mediate the dialogue.
A non-conformity does not automatically lead to a deduction. Any registered financial consequences can be found in the invoice basis. See Non-conformities and communication.
[!note]- How long is the complaint deadline?
The deadlines depend on the service and the contract. Follow up on a complaint in the non-conformity thread as soon as you receive it, and ask Vaskeladden for clarification if you are unsure about what applies.
[!note]- Can I close a non-conformity myself?
Yes, when the case is under processing and the portal displays Close non-conformity. Your company cannot close a non-conformity it created itself. If the button is missing, document the solution in the thread and ask Vaskeladden to follow up.
See Non-conformities and communication for the procedure.
[!note]- What if I disagree with a complaint?
Explain your side in the non-conformity thread and attach relevant documentation. Vaskeladden will follow up on the dialogue with the customer. If the disagreement concerns an amount in the invoice basis, use Questions and errors in the invoice basis.
Documentation and follow-up
[!note]- What documents do I need to have in the portal?
Upload HMS cards, certificate of insurance, payslips, and employment contracts under Documentation. See Documents you must upload for numbers, content, redaction, and what to do if a document is missing.
[!note]- What happens if documents are missing or expire?
Check the status under Documentation and upload or replace what is missing. Missing or expired documentation may affect your ability to receive new assignments. Ask for help under Messages if you cannot fulfill a requirement.
[!note]- What additional compliance follow-up do you carry out?
Vaskeladden inspects documentation regarding pay and working conditions, insurance, and the company. You will be notified if we need more documentation. See Documents you must upload for what we use the information for.
[!note]- Do I need registration in Renholdsregisteret?
Yes. The company must be approved in the Norwegian Labour Inspection Authority's Renholdsregisteret before Vaskeladden can assign jobs. An application under processing is not sufficient to receive assignments from Vaskeladden.
[!note]- Why should I verify my identity with BankID?
With BankID, your company becomes a verified partner. This ensures we know who we are collaborating with, and makes it harder for others to impersonate your company with us. For Norwegian companies, we look up your role in Brønnøysundregistrene directly, so you do not need to send documentation. It takes less than a minute, and we do not store your national identity number. Each owner and administrator verifies themselves under Profile. The deadline is 23 October 2026. If not everyone has verified before the deadline shown in the portal, the company will be paused until this is done.