+PM-26 [P] Complaint Management

PM-26 [P] Complaint Management

Control

Implement a process for receiving and responding to complaints, concerns, or questions from individuals about the organizational security and privacy practices that includes:
  1. Mechanisms that are easy to use and readily accessible by the public;
  2. All information necessary for successfully filing complaints;
  3. Tracking mechanisms to ensure all complaints received are reviewed and addressed within [Assignement: organization-defined time period];
  4. Acknowledgement of receipt of complaints, concerns, or questions from individuals within [Assignement: time period] ; and
  5. Response to complaints, concerns, or questions from individuals within [Assignement: time period].

Discussion

Complaints, concerns, and questions from individuals can serve as valuable sources of input to organizations and ultimately improve operational models, uses of technology, data collection practices, and controls. Mechanisms that can be used by the public include telephone hotline, email, or web-based forms. The information necessary for successfully filing complaints includes contact information for the senior agency official for privacy or other official designated to receive complaints. Privacy complaints may also include personally identifiable information which is handled in accordance with relevant policies and processes.

Assessment Objective

  1. a process for receiving complaints, concerns, or questions from individuals about organizational security and privacy practices is implemented;
  2. a process for responding to complaints, concerns, or questions from individuals about organizational security and privacy practices is implemented;
    1. the complaint management process includes mechanisms that are easy to use by the public;
    2. the complaint management process includes mechanisms that are readily accessible by the public;
  4. the complaint management process includes all information necessary for successfully filing complaints;
    1. the complaint management process includes tracking mechanisms to ensure that all complaints are reviewed within [Assignement: time period];
    2. the complaint management process includes tracking mechanisms to ensure that all complaints are addressed within [Assignement: time period];
  6. the complaint management process includes acknowledging the receipt of complaints, concerns, or questions from individuals within [Assignement: time period];
  7. the complaint management process includes responding to complaints, concerns, or questions from individuals within [Assignement: time period].

Assessment Method

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

1. Panoramica

1.1 Riferimenti

1.2 Requisiti identificati

1.3 Regolamentazioni correlate

2. Requisiti identificati

Requisiti

3. Regolamentazioni correlate

Regolamentazioni

Ticket collegati

Collegamenti
is blocked by PM-26 [P] Complaint Management – Assessment Procedure
is blocked by Data Subject Rights Management
is blocked by Appeal Adverse Decision