In my experience, response from NW is timely, though not always specific or timely enough to my inquiry.
catgrannyof5, if you could provide specifics regarding:
"However, on a recent shop, my report was rejected because they stated my report was incomplete and that I did not include the details of the visit since the shop involved a phone call before visiting the site. I emailed back and explained that I did not receive the questions for the onsite visit and if it was incomplete, I would received a notice that my report was incomplete."
Did the guidelines not state that a pre-visit phone call was required?