A customer who wishes to send a complaint can do so either by phone or through a written communication. Using a specific form, the call center operator will enter the details of the complaint in the database specifying the date when and the way which the complaint has been sended and answered.

Once the complaint has been entered in the archive, it will be visible to all those who have access to the 'complaint' section, and therefore, a response can be given by personnel at any level in the company. To each complaint the requests of the clients and the answer given by the company are attached, in a way to create a history of the complaint.