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

Prepojené úlohy

• NIST -

  EN: Publications of the National Institute of Standards and Technology (NIST), U.S. Department of Commerce, https://www.nist.gov/, from their electronic versions (OSCAL; SP 800-63-4 from its HTML version, https://pages.nist.gov/800-63-4/). Works of NIST employees are not subject to copyright protection in the United States (17 U.S.C. § 105); the OSCAL content is dedicated to the public domain worldwide (CC0 1.0); outside the United States NIST grants the right to reprint its technical series publications in all formats (NIST copyright statement). Republished courtesy of the National Institute of Standards and Technology; each document names its citation. Divided into sections and converted into the GRCA format, the wording unchanged. Only the versions published by NIST are authoritative.

  DE: Veröffentlichungen des National Institute of Standards and Technology (NIST), U.S. Department of Commerce, https://www.nist.gov/, aus ihren elektronischen Fassungen (OSCAL; SP 800-63-4 aus ihrer HTML-Fassung, https://pages.nist.gov/800-63-4/). Werke von NIST-Beschäftigten sind in den USA urheberrechtlich nicht geschützt (17 U.S.C. § 105); die OSCAL-Inhalte sind weltweit gemeinfrei gestellt (CC0 1.0); außerhalb der USA räumt das NIST das Recht ein, seine Technical-Series-Publikationen in allen Formaten neu zu veröffentlichen (Copyright-Hinweis des NIST). „Republished courtesy of the National Institute of Standards and Technology“; jedes Dokument nennt seine Zitierangabe. In Abschnitte aufgeteilt und in das GRCA-Format umgewandelt, der Wortlaut unverändert. Maßgeblich sind allein die vom NIST veröffentlichten Fassungen.