How to Raise a Complaint ?

Step-by-step process and guidelines

Process

All Issues are raised via the following process:

  1. Use the “Raise a complaint” function in the Data Insights Help Center.
  2. This will create a ticket which notifies the related parties with the complaint.
  3. All status updates to the complaint are logged and will be communicated via the ticket.
  4. 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:

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

Specifications

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
  • Mandatory data is missing from API request/response.
  • Incorrectly formatted data, which does not match API specifications.
Other Any other type not listed above.