Assessment Objective

Determine if:

• PM-26[01] a process for receiving complaints, concerns, or questions from individuals about organizational security and privacy practices is implemented;
• PM-26[02] a process for responding to complaints, concerns, or questions from individuals about organizational security and privacy practices is implemented;
• PM-26a.
  • PM-26a.[01] the complaint management process includes mechanisms that are easy to use by the public;
  • PM-26a.[02] the complaint management process includes mechanisms that are readily accessible by the public;
• PM-26b. the complaint management process includes all information necessary for successfully filing complaints;
• PM-26c.
  • PM-26c.[01] the complaint management process includes tracking mechanisms to ensure that all complaints are reviewed within [Assignment: time period];
  • PM-26c.[02] the complaint management process includes tracking mechanisms to ensure that all complaints are addressed within [Assignment: time period];
• PM-26d. the complaint management process includes acknowledging the receipt of complaints, concerns, or questions from individuals within [Assignment: time period];
• PM-26e. the complaint management process includes responding to complaints, concerns, or questions from individuals within [Assignment: time period].

Assessment Methods

Examine

• Privacy program plan
• procedures addressing complaint management
• complaint documentation
• procedures addressing the reviews of complaints
• other relevant documents or records

Interview

• Organizational personnel with privacy program responsibilities
• organizational personnel with privacy responsibilities

Test

• Organizational processes for complaint management
• mechanisms supporting complaint management
• tools used by the public to submit complaints, concerns, and questions (e.g., telephone, hotline, email, or web-based forms

Linked Issues

• NIST -

  https://csrc.nist.gov/pubs/sp/800/53/r5/upd1/final