Appendix 1 – Checklist – Unresolved Response

Submit a complete unresolved response

Further to section 6 of the CCTS Procedural Code:

6.6 The Participating Service Provider shall reply to the Commissioner in writing, with a copy to the Customer, regarding any complaint provided to it by the Commissioner under this section, as follows:

(c) Unresolved – if the complaint remains unresolved, the Participating Service Provider shall so inform the Commissioner within thirty (30) days of receipt of the complaint from the Commissioner. Together with this advice the Participating Service Provider shall provide a full and complete written response to the allegations made in the complaint, and shall also provide copies of all documents in its possession that are relevant to the complaint.

Checklist for submitting an unresolved response

  • Identify each of the allegations (i.e., “core issues”) raised by the customer.
  • Explain whether or not the PSP agrees with the facts presented by the customer.
  • Explain the PSP’s position in relation to each of the allegations raised by the customer; i.e., the PSP’s side of the story, including acknowledgement of any errors committed by the PSP, e.g. incorrect billing, breach of contract, misleading information, etc.
  • Include copies of all relevant supporting documentation (Refer to the Reference Chart for more information) This includes any and all documentation upon which the PSP is relying on to justify its position.
  • Explain the supporting documentation – What should we look at? e.g. which section of the Terms of Service? Which call note? etc.
  • Provide the details of any adjustments, compensation or corrective actions already provided/taken, along with supporting documentation.
  • Provide the details of any offers that were presented during pre-investigation negotiations, including the status (what was accepted or declined, whether or not the offer is still available).
  • Confirm whether or not you have discussed all of this information with the customer.

For more information about supporting documentation, refer to the reference chart in Appendix 2.