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 -