Appendix 2 – Reference Chart – Supporting Documentation
General guidance to providing supporting documentation for unresolved complaints, including what to include in a screenshot.
| Complaint issue | Questions to Consider | Supporting documentation | |
|---|---|---|---|
| Documents that can demonstrate what was supposed to happen; e.g. establish the obligation/commitment | Documents that can demonstrate what happened | ||
| No Consent | Did you obtain informed and express consent from the account holder or an authorized user?
Did you follow the usual sign-up procedure/activation policy? |
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| Misleading Information/ Non-disclosure | Was there an obligation, or a reasonable expectation, that you should inform the customer?
Did you inform the customer? What exactly did you tell the customer? |
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| Contract Dispute/
Breach of Contract/Renewal/Auto-renewal |
Did you obtain informed and express consent to the contract, including, if applicable, the renewal/auto-renewal?
Did you honour the terms of the contract? Did you breach the terms of the contract? If so, did you have the authority to do so? |
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|
| Incorrect Monthly Plan
Incorrect Monthly Charge Price Increase |
What plan/pricing did the customer agree to customer, and what features the customer was informed would be included with the plan?
Did you bill the monthly charge correctly? Was there a price increase? If so, what allowed you to change the price, and did you follow the applicable steps in making the change? |
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|
| Plan Change
(incorrect or without consent) |
What plan is the customer on, and what features are included with the plan?
Did the plan change? If so, what initiated the change?
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| One-time Charge | Did you obtain informed and express consent from the account holder or an authorized user?
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| Early Cancellation Fee | Did you obtain informed and express consent from the account holder or an authorized user?
Was the cancellation fee calculated and billed in accordance with the contract and the applicable service terms? |
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| Usage Dispute
(long distance, airtime, data, bandwidth, pay per use, third-party, etc.) |
Did the customer incur the usage?
Was the customer billed additional usage charges? Was the usage billed at the correct rate? Was the usage capped or throttled? |
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| Toll Fraud (Voicemail Hacking) | Did the calls originate from the customer’s equipment?
Was the customer educated on how to secure their equipment? How does the PSP normally handle allegations of toll fraud/voicemail hacking from customers? |
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| Pre-authorized Payment | Did you obtain informed and express consent from the account holder or an authorized user?
Did you withdraw the correct amount? Did you withdraw from the correct account? |
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| Payment Arrangement | Did you agree to a payment arrangement with the customer?
What were the terms of the arrangement? Did both parties honour the payment arrangement? |
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| Credit Reporting | Did you obtain informed and express consent from the account holder or an authorized user?
Did you follow the usual credit reporting procedure/policy? Was the amount reported an accurate reflection of the customer’s overdue fees? |
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| Credit Deposit | Did you obtain informed and express consent from the account holder or an authorized user?
Was the deposit requested in accordance with the contract and the applicable service terms? Was the customer informed of the deposit amount, the reasons for the request, and the conditions under which the deposit would be returned? |
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| Activation/Installation | Did you obtain informed and express consent from the account holder or an authorized user?
Did you follow the usual sign-up procedure/activation policy? Did you follow the usual activation/installation procedure? |
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| Porting/Unauthorized or incorrect transfer of service | Did you obtain informed and express consent from the account holder or an authorized user?
Did you follow the usual sign-up procedure/activation policy? Did you follow the applicable porting guidelines? |
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|
| Intermittent/Inadequate Quality of Service
Repair/Warranty |
What is the extent of the service issue(s) and what effect did it/they have on the customer’s ability to use the service?
Did you resolve the issue(s)? Did you follow the usual troubleshooting procedure/policy? Did you follow the applicable repair procedure? Did you facilitate the applicable warranty? |
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| Disconnection – PSP Initiated | Did you follow the usual disconnection policy/procedures?
Did you comply with the applicable Code of Conduct(s)? |
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| Disconnection – Customer Initiated
(i.e., cancellation requests, seasonal/voluntary suspension requests) |
What was the requested cancellation or suspension date?
Did the cancellation or suspension take place on the requested date? Did you stop billing the customer upon cancellation or provide a prorated refund for cancelled services? Did you follow the usual billing policy/procedures associated with the seasonal/voluntary suspension? |
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N.B. This table is non-exhaustive.
What to include in a screenshot?
In general, supporting documentation must include unique identifiers linking the document or screenshot to the account holder and the account listed in the CCTS complaint. Additional information may be required depending on the nature of the complaint. For example:
Call logs/account notes/Chat Transcripts/Collection Notes
- Must include unique account identifiers along with the date(s)
- Must be complete – the PSP should always provide a copy of snapshot of the entire log/note/record, not just a clip of the relevant piece
- Where the Company’s policy is to redact proprietary information for privacy reasons, it should be noted that for the purposes of the CCTS complaint, the customer and the PSP have agreed to share all relevant information with the CCTS, and that details such as the customer’s account number and associated unique identifiers (e.g. phone number, SIM/IMEI numbers, user ID, MAC address, etc.) is information that the customer already has access to, and that the CCTS has been authorized to get access to for the purposes of resolving the complaint. This information should not be redacted unless the PSP can demonstrate that doing so is justified, further to section 15 of the CCTS Procedural Code. This means that documentation that the customer ought to already have had access to, such as contracts, invoices, and written correspondence between the customer and the PSP, should not be redacted.
- Ideally, the PSP should include an overview of the available records; e.g. In response to a customer’s claim that a promise was made over the telephone in June 2019, PSP should provide available records for all contacts in June 2019.
- For accounts with multiple users, the record(s) should include a unique identifier for the relevant user(s) (e.g. phone number, name of the caller, email address, etc.)
Usage records
- Raw usage data to link the disputed usage to user/device/equipment and SIM(Wireless)
- Itemized usage records
- Data caps
- Usage alerts
- 3rd party charges – consent/double opt-in records
Repair/Diagnostics
- Speed tests
- Dropped call reports
- Work orders
- Technical reports
- Warranty / Extended warranty claims
Invoices, Contracts and related documents
- Provide a full copy of the document. Avoid providing a screenshot of a section of the invoice, contract, or related documents.
- Include an explanation of the relevant section(s) of the document
Payment Records
- Must include unique account identifiers along with the date(s) of payments and charges
- Amount of payment/ charge
- Method of payment(s)
PORT Request/Order
- Account identifiers
- Customer information required to complete port order
- Type of order (Port-Out/ Port-In)
- Type service being ported
- Name of PSP requesting/receiving the service
- Date of order requested
- Due date of order to be complete
- Status of port completion
Coverage Map
- Map of customer’s area and network coverage in that area
- Demonstration that customer’s address is located in serviceable area
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