Status of informing
about complaint
handling process
(manner of complaint,
related persons, length
of handling time, and
other information
required)
Ease of providing
complaint
(access to
individuals,
information and
actions taken and
how to receive and
investigate
information)
Duration of informing
about receiving,
reviewing and
announcing the
outcome of the
decisions related to
the complaint
Fair and unbiased
treatment of
relevant
personnel
The appropriateness of
the action taken and the
type of information
provided to resolve the
complaint by the
relevant unit
Method of access
to the dispute
resolution process
The method used
to resolve
complaints
Duration of
complaints handling
Jurisdiction of
complainant solver
Type of determined measures
(manner and amount of
compensation, proportionality
of determined measures in
connection with the complaint)