PART XI –COMPLAINTS AND DISPUTES
34. Internal complaints procedures of providers
(1) Every certification service provider, repository provider or date and time
stamp service provider shall establish clear and simple internal procedures for
the resolution of complaints by the service provider.
(2) Every complaint submitted to the certification, repository or date and time
service provider deal with every complaint within fourteen days after receipt of
the complaint.
(3) A certification service provider, repository provider or date and time stamp
service provider shall notify any person who –
(a)
submits a complaint to the provider that the person may submit a
complaint to the Controller;
(b)
is not satisfied with the way a certification, repository or date and
time service provider has dealt with a complaint,
that they may submit a complaint to the Controller.
(4) A certification service provider, repository provider or a date and time stamp
provider shall refer to the Controller any complaint which cannot be resolved
within the time specified in this regulation or which in the opinion of the
provider cannot be addressed by the provider.
35.
Records of complaints
A certification service provider, repository provider or date and time stamp
service provider shall maintain records of all internal complaints and complaints
referred to the Controller and shall make a report on the complaints every three
months.
36. Complaints to Controller
(1) Any person may submit a complaint to the Controller against a certification
service provider, repository provider or date and time stamp service provider.
(2) Every complaint shall be in writing and shall contain -