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Customer Complaint Ontology

All vocabularies and their Glosses

Final Draft 21 May 2005

The CC-Glossary

Within the Customer Complaint context, we define 220 terms, shown in the table below. This CCglossary was developed (and reviewed) over several iterations. The first iteration was accomplished by a few (selected) experts before the lexon modeling process was started (lexons are the third component of the CContology). Further iterations have been carried out in parallel with the lexon modeling process. The final draft was reviewed and approved by several groups. It is probably worth noting that intensive discussions were carried out (by legal experts, market experts, application-oriented experts) for almost every gloss. We have found that the gloss modeling process is a great mechanism for brainstorming, domain analyses, domain understanding and for reaching (and documenting) consensus. Furthermore, it allowed non-ontology experts to participate actively in the ontology modeling process.
All glosses are defined strictly according to the guidelines found [J06].

This glossary can be downloaded also from this Access DB File.

Context
Term
Gloss
Customer Complaint Access cost unreasonable A private data access problem related to unreasonable access cost.
Customer Complaint Access provision denied A private data access problem related to denied access provision.
Customer Complaint Access timeliness delayed A private data access problem related to delayed access timeliness.
Customer Complaint Action Request An economic complaint resolution not related to financial issues, such as delivery, repair, etc.
Customer Complaint Address A construct describing the means by which contact may be taken with, or messages or physical objects may be delivered to; an address may contain indicators for a physical or virtual (i.e. accessed electronically) location or both.
Customer Complaint Advance withheld A contract termination problem related to advance payment was withheld unjustifiably at the termination of the contract, or not accounted properly against the payments during the contract.
Customer Complaint Advertiser not identified A advertising problem related to advertisements where the advertiser is not known or identified.
Customer Complaint Advertising Incorrect marketing practices problem related to advertisements of products or services.
Customer Complaint After Sales Service Problem A problem related to after sale service not actioned or not properly actioned.
Customer Complaint Apartment Number A number assigned to an apartment (flat/studio/office/room etc.) within a building.
Customer Complaint Apologize A symbolic resolution concerned with acknowledge faults, or shortcomings or failing.
Customer Complaint Billing or Payment Problem A purchase phase problem linked to billing or payment.
Customer Complaint Billing Request A financial request concerned with billing issues.
Customer Complaint Breach of contract A contract termination problem related to a breach of contract.
Customer Complaint Building Name A name assigned to a building or construction in or adjacent to which a delivery point is located.
Customer Complaint Building Number A number denoting a delivery point within a street; examples: house number, construction plot number.
Customer Complaint Cancellation or withdrawal refused A contract termination problem linked to a request of the consumer to withdraw from the contract is refused by the supplier.
Customer Complaint Charge exceeds estimate A repair problem related to charges exceeds the estimate.
Customer Complaint City (WordNet) An incorporated administrative district established by state charter.
Customer Complaint Compensation inadequate A guarantee problem related to inadequate compensation.
Customer Complaint Compensation refused A guarantee problem related to refusal of compensation.
Customer Complaint Competitor cheaper A competitor offers the same product or service at a lower price.
Customer Complaint Complainant The legal person who issues a complaint.
Customer Complaint Complaint An expression of grievance or resentment issued by a complainant against a compliant-recipient, describing a problem(s) that needs to be resolved.
Customer Complaint Complaint Date The issue date of a complaint.
Customer Complaint Complaint Number A code used to uniquely refer to a complaint in a court or a complaint system.
Customer Complaint Complaint Recipient A legal person to whom a complaint is addressed.
Customer Complaint Complaint Resolution A determination for settling or solving a problem in a consumer-provider relationship.
Customer Complaint Conduct A non-problem problem concerned with the conduct of the recipient's staff, agents or sub-contractors.
Customer Complaint Contact Details A channel of communication
Customer Complaint Content A non-problem problem concerned with harmful or illegal content.
Customer Complaint Contract A binding agreement between two or more legal persons that is enforceable by law; an invoice can be a contract.
Customer Complaint Contract Effective Date The date on which the contract comes into effect, e.g. the date for the start of service.
Customer Complaint Contract Order Date The date on which the order was placed or the contract was signed.
Customer Complaint Contract Problem Problem linked to a contract in a customer-provider relationship, it may occur before or after the contract effective date.
Customer Complaint Contract Reference Reference to Contract, indicator to a certain contract
Customer Complaint Contract rescinded The recipient has rescinded the contract.
Customer Complaint Contract Termination Problem A problem concerned with the proper termination or completion of the contract.
Customer Complaint Contract Terms Problem A purchase phase problem linked to contracts terms and conditions.
Customer Complaint Copyright A non-contract problem concerned with exclusive and registered rights.
Customer Complaint Country (WordNet)The territory occupied by a nation.
Customer Complaint County (WordNet) A region created by territorial division for the purpose of local government
Customer Complaint Damage A non-contract problem concerned with damage suffered.
Customer Complaint Damage Assessment An action request concerned with judging or estimating a damage.
Customer Complaint Data Collection A privacy problem regarding all activities and purposes of private data collection
Customer Complaint Data correction denied Data correction was denied or executed incorrectly or delayed.
Customer Complaint Data unrelated to purpose A data collection problem concerned with Data unrelated to purpose in a customer-provider relationship.
Customer Complaint Defective item not accepted for repair A repair problem related to defective item not accepted for repair.
Customer Complaint Delete the unnecessary data A privacy request for delete private information specially that is unnecessary for the agreed purpose.
Customer Complaint Delivery The act of delivering or distributing goods or services.
Customer Complaint Delivery and Installation Problem A purchase phase problem related to dissatisfaction regarding delivery or Installation of goods or services.
Customer Complaint Delivery charge problem An unexpected delivery charge problem.
Customer Complaint Delivery Consideration Information denoted in a contract about a delivery agreements and circumstances, such as delivery address, date, loss or responsibility given, suffered or undertaken by the other.
Customer Complaint Delivery problem A purchase phase problem related to dissatisfaction regarding the delivery of goods or services.
Customer Complaint Delivery Request An action request concerned with delivery and distribution issues.
Customer Complaint Deposit withheld A contract termination problem linked with a deposit was withheld and not refunded.
Customer Complaint Documentation in wrong language The documentation or instructions were provided but are in the wrong language
Customer Complaint Documentation Problem A product problem concerned with the product or service documentation or instructions.
Customer Complaint Economic Resolution A complaint resolution concerned with goods and services, such as payment, delivery, damage repair, etc.
Customer Complaint Electronic Address The address that can be accessed electronically (i.e. virtually), such as email, fax, pager, telephone, website, etc.
Customer Complaint eMail An electronic Address for transmission of letters and other documents from one computer to another through a telecommunications or wireless network.
Customer Complaint Environmental damage A damage problem related to environmental issues.
Customer Complaint Evidence (WordNet) all the means by which any alleged matter of fact whose truth is investigated at judicial trial is established or disproved
Customer Complaint Excessive data requested A data collection problem related to excessive data requested.
Customer Complaint False statement An advertising problem regarding a false (or not in accordance with the fact or reality or actuality) statement.
Customer Complaint Fax An electronic address used to transfer copies of documents, over a phone line.
Customer Complaint Financial Request An economic complaint resolution concerned with financial issues, such as payments, billing, etc.
Customer Complaint Function The actions and activities assigned to or required or expected of one to play, such as sales agent, delivery driver, etc.
Customer Complaint General Terms Problem A contract terms problem with the general terms and conditions.
Customer Complaint Gift defective or not received with product A delivery problem regarding a gift defective or not received with product.
Customer Complaint Goods Durable or consumable articles of commerce including equipment, food, furniture, etc.
Customer Complaint Guarantee Problem An after sales service problem related to a legal or contractual guarantee; particularly a problem related to a responsibility on the recipient consequent to the guarantees directive.
Customer Complaint Guarantee refused Refusal to apply a legal or contractual guarantee.
Customer Complaint Harmful Content A content problem related to harmful issues.
Customer Complaint Hidden charges A sales promotion problem regarding hidden charges.
Customer Complaint High pressure selling A sales methods problem concerned with using high pressure selling style.
Customer Complaint Home selling problem A personal selling problem regarding home selling practices.
Customer Complaint Illegal Content A content problem related to illegal content issues.
Customer Complaint Illegal lottery A sales promotion problem regarding illegal lottery.
Customer Complaint Inadequate charge details Details provided for a monetary charge are inadequate to identify that the charge is due.
Customer Complaint Inadequate contact details Details describing the contact details are inadequate to meet the requirements of European law, for example those required by the e-commerce directive or the data protection directive…
Customer Complaint Inadequate privacy information The privacy information provided is inadequate/not compliant with legal requirements.
Customer Complaint Inadequate specification Specification of the product or service are not adequate for the complainant to make an informed purchasing decision.
Customer Complaint Incorrect privacy information A privacy information problem regarding the incorrectness of the privacy information.
Customer Complaint Incorrect amount An unexpected charge problem regarding incorrect amounts.
Customer Complaint Incorrect assessment of a damage A damage problem related to incorrect or not-acceptable assessment of damage.
Customer Complaint Incorrect date An unexpected charge problem regarding incorrect dates.
Customer Complaint Incorrect interest charge An unexpected charge problem regarding Incorrect interest charge.
Customer Complaint Incorrect Marketing Practices A pre-purchase problem related to marketing practices not in conformity with legal requirements.
Customer Complaint Incorrect privacy information A privacy information problem denoting incorrectness of information.
Customer Complaint Incorrect quantity A delivery problem of incorrect quantities.
Customer Complaint Information Correction A complaint resolution related to improvement to replace a mistake in the information collected in a consumer-provider relationship.
Customer Complaint Information not comprehensible An information problem linked to comprehensibility or understandability of Information.
Customer Complaint Information not easily available An information problem of not easily available.
Customer Complaint Information Problem A negotiation of terms problem related to information provided is incorrect, inadequate, or insufficient.
Customer Complaint Installation delayed An Installation problem related to delay in Installation.
Customer Complaint Installation improper An Installation problem denoting improper Installation.
Customer Complaint Installation problem A purchase phase problem related to dissatisfaction regarding the installation of goods or services.
Customer Complaint Instructions inadequate The instructions do not adequately indicate how some function works or some maintenance operation should be performed.
Customer Complaint Instructions missing Instructions for use or maintenance were not provided with the product.
Customer Complaint Jurisdiction inappropriate The jurisdiction specified is inappropriate because it is not aligned with the contract delivery or participants.
Customer Complaint Legal information missing An information problem denoting missing legal information.
Customer Complaint Legal Person #An entity with legal recognition in accordance with law, it has the legal capacity to represent its own interests in its own name, before a court of law, to obtain rights or obligations for itself, to impose binding obligations, or to grant privileges…
Customer Complaint Lewd or Immoral conduct A conduct problem related to Lewd and immoral issues.
Customer Complaint Mailing Address The address where a person or organization can be communicated with for providing physical objects. It is broadly equivalent to a postal address as described in standards CEN 14132 or UPU S42, but has different functional definition
Customer Complaint Misleading advertising An advertising problem regarding misleading advertisements.
Customer Complaint Misrepresented needs A repair problem related to misrepresented needs.
Customer Complaint Money Request A financial request concerned with money and currency issues, such as returning the money paid back, discount, etc.
Customer Complaint Name Name of a person (whether a natural or other legal person or a person without legal personality) to whom the contact details refer
Customer Complaint Natural Person Complainant A human being as distinguished from a person (as a corporation) created by operation of law, who issues a complaint.
Customer Complaint Negotiation of Terms A pre-purchase problem related to negotiation of the terms and conditions of a contract
Customer Complaint No Discount An unfair price problem related to not offering discounts.
Customer Complaint No discount (usual one not offered) An unfair price problem related to not offering discounts.
Customer Complaint Non-Contract Problem A Problem where there is no contract regarding a purchase in a customer-provider relationship.
Customer Complaint Non-Natural Person Complainant A legal person who is not a natural person (i.e. no a human being), and who issues a complaint. A non-natural person is also sometimes called "artificial person".
Customer Complaint Not best offer The contract is offered at a price that is not the best offer that the supplier is known to make in similar circumstances
Customer Complaint Obtained data improperly Some private data was obtained by improper/illegal means
Customer Complaint Offensive An advertising problem causing anger or annoyance because of violating or tending to violate or offend in advertisements.
Customer Complaint Offer Problem A negotiation of terms problem related to offer is not in compliance with legal requirements
Customer Complaint Passed to an unauthorized country A Purpose and permission privacy problem related to distributing private data to a country without authorization.
Customer Complaint Passed to others without permission A purpose and permission privacy problem related to distributing private data to others without permission or authority
Customer Complaint Payment Consideration Information denoted in a contract about a payment agreements and circumstances, such as, amounts, payment schedules, some right, interest, profit or benefit accruing to the one party suffered or undertaken by the other.
Customer Complaint Payment details not provided A payment problem related to no providing enough details about payment.
Customer Complaint Payment Problem A billing or payment problem related to dissatisfaction regarding payments.
Customer Complaint Payment refused A payment problem regarding to refusal of payment.
Customer Complaint Personal selling Incorrect marketing practices problem related to personal selling of products or services.
Customer Complaint PO Box A mailing address attribute denoting a designated box number for a delivery point provided by a postal operator; it may be provided for collection from a point operated by the postal operator or to facilitate bulk delivery to an organization.
Customer Complaint Poor Advice A personal selling problem related to poor advice.
Customer Complaint Postal Code (WordNet) A code of letters and digits added to a postal address to aid in the sorting of mail
Customer Complaint Postal Code A mailing address attribute denoting a code of letters and digits added to a postal address to aid in the sorting of mail
Customer Complaint Post-purchase Phase Problem A problem arising after a purchase.
Customer Complaint Pre-purchase Phase Problem A problem during the pre-contractual phase.
Customer Complaint Price increase An unexpected charge problem related to price increase.
Customer Complaint Price unacceptable Price is too high
Customer Complaint Price Unfair A contract terms problem related to price offered is not in accordance with price offered to other actual or potential purchasers; for example price is not in accordance with an advertised price.
Customer Complaint Privacy Information A privacy problem related to provision of private data
Customer Complaint Privacy Problem A problem related to the collection, storage, handling, use or distribution of private data, violating the data protection directives.
Customer Complaint Privacy Request A symbolic resolution related to the collection, storage, handling, use, distribution, access to or correction of private data.
Customer Complaint Private Data Access A privacy problem related to access and correction of private data
Customer Complaint Prize not received A sales promotion problem related to a prize no received.
Customer Complaint Problem A source of difficulty or dissatisfaction in a consumer-provider relationship.
Customer Complaint Product delivery delayed A delivery problem related to delay in product delivery.
Customer Complaint Product fails standards compliance A product quality (or delivery delayed) problem related to product fails standards compliance.
Customer Complaint Product is defective A product quality (or delivery delayed) problem related to Product defectiveness.
Customer Complaint Product not delivered A delivery problem regarding a product not delivered.
Customer Complaint Product not in conformity to order A delivery problem regarding a product not in conformity to order.
Customer Complaint Product not ordered A delivery problem regarding a product not ordered.
Customer Complaint Product performance below expectations A product quality problem related to performance below expectations.
Customer Complaint Product Problem A problem linked a product provided by the provider.
Customer Complaint Product Quality Problem A product problem related to with the product quality.
Customer Complaint Product unfit for purpose A product delivery delayed problem related to unfit for purpose.
Customer Complaint Product unsafe A product quality problem related to product unsafe.
Customer Complaint Property damage A damage problem related to properties.
Customer Complaint Provide access to the data A privacy request of accessing the private data.
Customer Complaint Provide the necessary privacy information A privacy request of making the necessary privacy information and policies clearly visible.
Customer Complaint Psychological damage A damage problem related to psychological issues.
Customer Complaint Purchase Phase Problem A problem arising during the purchase phase.
Customer Complaint Purpose and Permission A privacy problem regarding access, collect, handle, distribute, etc. of private data without asking a permission or clarifying the purpose.
Customer Complaint Receipt not confirmed A payment problem regarding a receipt not confirmed.
Customer Complaint Refund refused A guarantee problem regarding a refused refund.
Customer Complaint Refusal Problem A negotiation of terms problem related to a provider refusing to take or cease some action which complainant could reasonably expect recipient to take.
Customer Complaint Refusal to provide service Recipient or another has refused to provide or continue to provide a services contracted directly or needed for another purchase, contract or guarantee to be effective.
Customer Complaint Refusal to sell Recipient or another has refused to sell goods or services to complainant or another
Customer Complaint Registration A certification, issued by an administrative authority or an accredited registration agency, declaring the official enrollment of an entity. Typically, it includes the official name, mailing address, registration number, VAT number, legal bases, etc.
Customer Complaint Repair (ed item) not returned A repair problem regarding a repair (ed item) not returned.
Customer Complaint Repair delayed The repair time, either delivered or proposed, is too long
Customer Complaint Repair inadequate The repair made was inadequate
Customer Complaint Repair Problem An after sales service problem related to a repair.
Customer Complaint Repair refused A repair under guarantee was refused
Customer Complaint Replacement refused A replacement under guarantee was refused
Customer Complaint Reputation damage A damage problem related to reputation, esteem, and honor of people and institutions.
Customer Complaint Right to object denied A private data access problem regarding a denied right to object.
Customer Complaint Rights infringed The legal or moral rights of a party have been infringed
Customer Complaint Rudeness A conduct problem related to rudeness in a customer-provider relationship and communication.
Customer Complaint Sales and contract Request An action request concerned agreements and contract issues.
Customer Complaint Sales Contact Method A method by which one is contacted with respect to an actual or potential purchase or contract; examples: shop, direct mail, e-mail, web site, direct response advertisement, telephone, fax, door step, in the street.
Customer Complaint Sales Methods A non-contract problem concerned with sales methods
Customer Complaint Sales Office Location where the staff responsible for the sale or contract are normally working or to which they report; examples: shop, branch, field sales office , etc.
Customer Complaint Sales promotion Incorrect marketing practices problem related to promotions of products or services.
Customer Complaint Schedule (WordNet) An ordered list of times at which things are planned to occur.
Customer Complaint Secondary purpose permission refusal denies primary service A purpose an permission problem regarding secondary purpose permission refusal denies primary.
Customer Complaint Service cancelled by provider A service problem regarding a service cancelled by provider.
Customer Complaint Service inadequately per-formed A service problem regarding a service inadequately per-formed.
Customer Complaint Service not ordered A service problem regarding a service not ordered.
Customer Complaint Service not provided A service problem regarding a service not provided.
Customer Complaint Service partially provided A service problem regarding a service not partially provided.
Customer Complaint Service Problem An after sales service problem related to provision of a service.
Customer Complaint Service provision delayed A service problem regarding a delayed service provision.
Customer Complaint Services A commercial work done by one that benefits another.
Customer Complaint Spare part not available A repair problem related to a spare part not available.
Customer Complaint Specification not adequate Specification of the product or service are not adequate for the complainant to make an informed purchasing decision
Customer Complaint State (WordNet) The territory occupied by one of the constituent administrative districts of a nation
Customer Complaint Stop processing and transmission of private data A privacy request to stop collecting, storing, handling, distributing, publishing, accessing, etc. of private data.
Customer Complaint Street (WordNet) A thoroughfare (usually including pavements) that is lined with buildings
Customer Complaint Street selling problem A personal problem regarding street selling.
Customer Complaint Supplementary (charge problem) An unexpected charge problem related to supplementary charges.
Customer Complaint Switching or Churning A contract termination problem
Customer Complaint Symbolic Resolution A complaint resolution concerned with emotional, moral, social, or privacy issues. Such as apology, provide access, stop processing, etc.
Customer Complaint Telephone An electronic address used for transmitting and receiving voice-frequency signals at a distance.
Customer Complaint Terms and Conditions The financial and management conditions under which venture capital limited partnerships are structured.
Customer Complaint Terms modified The terms and conditions have been modified without agreement
Customer Complaint Third Party (WordNet) Someone other than the principals who are involved in a transaction.
Customer Complaint Third Party Name The name of a third party.
Customer Complaint Time Limit An offer problem denoting too short time limits.
Customer Complaint Time limit (too short) Limit in time duration or date imposed by contract or mandated by law; for example the time limit available for repudiation of a contract made under conditions of the distance selling directive;
Customer Complaint Total Amount Asked The total of all amounts asked of the purchaser by the seller.
Customer Complaint Total Amount Paid The total of all amounts paid by the purchaser to the seller.
Customer Complaint Trying to obtain data improperly Some attempt was improperly made to acquire some personal data
Customer Complaint Unacceptable terms The contract terms offered are unacceptable
Customer Complaint unauthorized comparative advertising An advertising problem related to unauthorized comparative advertising.
Customer Complaint unauthorized repair A repair problem related to unauthorized repair issues.
Customer Complaint Unexpected charge A billing or payment problem related to dissatisfaction regarding unexpected charge.
Customer Complaint Unfair contest A sales promotion problem related to unfair contests.
Customer Complaint Unfair Contract Terms A contractual term which has not been individually negotiated and causes a significant imbalance in the parties rights and obligations arising under the contract, to the detriment of the consumer.
Customer Complaint Unfair packaging A sales promotion problem related to unfair packaging.
Customer Complaint Unjustified payment demand An unexpected charge problem related to unjustified payment demand.
Customer Complaint Unnecessary Purpose A purpose and permission problem denoting unnecessary purpose.
Customer Complaint Unproven health claim An advertising problem related to unproven health claim.
Customer Complaint Unsolicited commercial communications A sales methods problem concerned with unsolicited commercial communications
Customer Complaint Unsolicited merchandise A sales methods problem concerned with unsolicited merchandises.
Customer Complaint Unsolicited service A sales methods problem concerned with unsolicited services.
Customer Complaint Untruthlness A conduct problem to related to untruthlness in a customer-provider relationship and communication.
Customer Complaint Used for purpose without permission The personal data was used for some purpose for which permission was denied or withdrawn
Customer Complaint Web Site An electronic address on the World Wide Web network; normally formatted as a URL (universal resource locator) describing a virtual or physical web server, often a host name referenced within the domain name system (e.g. http://www.ccform.org)
Customer Complaint Wrong Language A documentation problem regarding the language of the attached documentation.