Requirement or transaction reference and complainant details.
How an issue is handled
A documented route to understand the issue, preserve evidence and define action without premature promises or conclusions.
01
Log the issue
Specific event, date and transaction stage.
Relevant documents, images or messages.
Requested outcome or corrective action.
02
Verify
Acknowledge receipt and assign an owner.
Preserve original records and evidence.
Collect responses and review the quotation or agreement.
Separate verified fact from unsupported allegation.
03
Act
Correct information or documentation.
Complete additional inspection or verification.
Define remedial action and review date.
Escalate to management or a qualified adviser when required.
04
Close
Record the decision, reasoning and actions taken.
Confirm closure or remaining actions.
Store the record at the appropriate confidentiality level.
Use lessons learned to prevent recurrence.
Submit a documented issue
Use the reference number, provide a clear description and attach available evidence.