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Customer Complaint Ontology

The "Customer Complaint" Context(CC-context)

The notion of context in the CContology plays a scoping role, through which the interpretation of the intended meaning of the ontology terminology is bounded. We say a term within the CC-context refers to a concept, or in other words, that context is an abstract identifier that refers to implicit (or maybe tacit) assumptions, in which the interpretation of a term is bounded to a concept. As appears in the table below, the CContology is defined by referring to (a set of documents, laws and regulations, informal description of “best practices”, etc.), which, by human understanding, is assumed to “contain” those assumptions.
In the CContology, the “Content ID” is called the “Customer Complaint” context, or the CCcontext in short. The “Context Description” is defined in the following table :

Background knowledge (i.e. explicit, implicit, or tacit assumptions) about all (activities, communications, institutions, people, places, objects, etc.) that are involved in consumer-provider relationships, regarding contractual and non-contractual complaining issues.
These assumptions can be understood (i.e. can be found explicitly or intuitively) in the following sources:

  • European Distance Selling Directive (97/7/EC), on the promotion of consumers in respect of distance contracts.
  • European e-Commerce Directive (2000/31/EC) on certain legal aspects of information society services, in particular, electronic commerce, in the Internal Market.
  • European Data Protection Directives (95/46/EC and 97/66/EC) on the protection of individuals with regards to the processing of personal data and on the free movement of such data.
  • European Directive (99/44/EC) on aspects of the sale of consumer goods and associated guarantees.
  • European Directive (98/27EC) on Injunctions for the Protection of Consumers’ Interests.
  • CEN/TC331 Postal Services EN 14012:2002 Quality of Service – Measurement of complaints and redress procedures.
  • “Best practice” guidelines, The Nordic Consumer Ombudsmen’s position paper on trading and marketing on the Internet and other similar communication systems(, June 2002)
  • CCFORM Annex 1, (IST-2001-34908, 5th framework).
  • CCFORM Report On Copyright And Privacy Recommendations (Deliverable D.5.3).
  • CCFORM user guide and business complaints (Deliverable D.5.1.1).
  • CCFORM Company user guide (Deliverable D.5.1.2).
  • CCFORM Web publication of CCform User Guides in 11 languages (Deliverable D6.11).
  • Code of Conduct (CCFORM deliverable).
Remark: For the sake of brevity, many resources (regulations at the European and national levels, best practices, existing online complaining (plat)forms, etc.) are not mentioned here. However, references to these resources can be found inside the resources listed above.

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