Status. Proposed design only. Nothing in this vault is DG client approval. No application, service or test has been executed; every scenario is Not executed. Fees and dates are open.

S06 · Complaints, remedies and incidents

Proposed service check, not approved by DG. Separate from software gates A01–A11 and from Kedar’s software milestones. No fee, quantity, time window or remedy is set here.

Rule

Classify the complaint; the original promise and evidence of work performed are recorded; review by a non-involved role; no automatic refund; a refund request is not a payment instruction.

Separation

• Balanced software involved: see scenarios classified balanced-boundary below.
• Manual DG procedure: Complaint handling procedure.
• Added software scope (not included): Refund/bank routing software.

Scenarios

DG06, DG10, DG18, DG19, DG20, DG24

Pending decisions

Q08, Q09, Q12, Q13, Q14, Q15, Q16, Q17, Q18

Example communications (synthetic templates) are in the TDD annex: PDF. Bracketed fields are blank for DG.