F8.4 Implement a multi-channel complaint resolution mechanism that tracks resolutions

Principle

F8 Ensure effective remedy and redress

Risk

RS4. Lack of recourse

Life Cycle Stage

L5 - Operations and Maintenance

Practices

• Invest in staff training programmes focused on empathetic and efficient complaint handling. Deploy technology to track and manage case metadata centrally, such as pendency, timelines, and resolution status, without centralizing sensitive case details.

• Establish federated redress mechanisms through geographically or DPI-specific courts or dispute redress systems. These mechanisms should be accessible via multiple channels— in-person, telephone, and online— to address issues like identity proofing failures, errors, and service exclusions, ensuring clear communication and technical assistance.

• Collaborate with independent oversight bodies to audit and improve the redress systems.

Resources

References

Shaping Digital Identity Standards: Explainer and Recommendations. Temple University Institute for Law, Innovation & Technology, NYU Digital Welfare State Project