How to Raise a Complaint ?
All Issues are raised via the following process:
- Use the “Raise a complaint” function in the Data Insights Help Center.
- This will create a ticket which notifies the related parties with the complaint.
- All status updates to the complaint are logged and will be communicated via the ticket.
- Once Datainsights and the parties confirms the solution has occurred, then the ticket is approved to be solved and the complaint will be marked as closed.
Form fields : The complaints form has a number of fields which MUST be completed.
Ticket fields include:
- Reporter Organization Name.
- Reporter Contact (Name, Email).
- Created Date.
- TPP Name and Brand Id.
- Category (Type).
- Summary
- Issue Details.
- Attachments.
- Interface. (if applicable).
- Environment.
- Severity, as defined by TPP.
- Severity, as defined by PASP.
- Log of all updates from TPP and PASP.
- Estimation start and end time/date for the change/fix.
- Closed Date.
Basic Fields
Auto filled Fields(this will be filled automatically and cannot be edited).
- Reporter PASP Name: the name of the PASP name raising the complaint.
- Reporter Contact (Name, Email). the contact details of the PASP reporter raising the complaint.
- Created Date. the created date of the complaint. Severity, as defined by TPP. the priority will be assigned automatically according to the issue type.
- Closed Date. the date when the issue is resolved.
Required Fields
- Category (Type). The complaint issue type.
- Summary. One line about the issue.
- Environment
Optional Fields
- Issue Details. The issue details or description impact for the TPP.
- Attachments. Any attachment can be shared about the issue.
- TPP Name and Brand Id. The TPP name and Brand Id impacted
- Severity, as defined by PASP.
- Estimation start and end time/date for the change/fix
Interface The interface of the TPP which can be one or more of:
- Mobile App
- Web Browser
Environment The environment impacted
- Sandbox
- Production
Severity The Severity for the issued ticket
- Highest
- High
- Medium
- Low
- Lowest
Category Types The following table lists the types of complaint which can be raised.
Each complaint can only include one complaint type.
Complaint Type | Description |
Onboarding | onboarding issues |
Downtime | API downtime is higher than the benchmark. |
Performance | API response time slower than required benchmark. |
Customer Experience(CX) | Issues faced such as Authentication Failure, Authentication Obstacle, Authorization Failure, Authorization Obstacle, Consent Management |
FAPI | Incorrect implementation of OAuth, OIDC or FAPI, including issues related to access tokens. |
Data |
|
Other | Any other type not listed above. |
