Complaint
Dissatisfaction with an activity or action. Identify what happened, where and how it relates to IAC or a specific service.
Institutional support
A clear submission. An identifiable case.
Describe an action, a decision or an inconsistency that needs review. The object of your submission determines how it is handled.
Appeal
A request to reconsider a decision. Specify the reference, who issued it and the basis of the review requested.
Public inconsistency
A difference between the information in a document and that in a record. State the exact reference, the sources and the difference observed.
Facts, reference
and a specific request.
A precise description helps identify the case and the applicable procedure.
- 01
The activity or decision
Name of the body, reference of the service or decision and the relevant date. Explain your relationship to the case.
- 02
The facts observed
Describe what happened in order. Separate the facts you can support from interpretations or questions.
- 03
The basis and the request
State which point needs review and what clarification or reconsideration you are requesting.
- 04
Confidential information
List the available evidence. Keep sensitive documents, private keys and third-party data for a defined channel.
Receipt and handling
are checked separately.
Keep the reference of each submission and the related communications. A receipt identifies the entry; admissibility, analysis and resolution are later steps.
The applicable procedure determines the responsible parties, the review conditions and the communications of the case. An initial inquiry can request that information for the decision or service it identifies.
The channel records the inquiry and keeps its reference. Admission and the timelines of a complaint or appeal belong to the applicable procedure. Use the indicated private channel for case documentation.