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The Consumer Complaint Register (CCR)

1. The CEC is closed as Served OK Cancel Advise Close CEC Cancel PDF Details of the Provider Title of Company Mobile Phone Company Type of Business Contact Person Function Address Post Code City Country Serbia Telephone Fax Email Web Site If you finished serving the Enquiry and decided to Close the Case then the new Status of the Document has changed to CEC Closed Served and the Document is archived in the system for Administrative Reporting and Statistics localhost ccr main asp My Workspace Help v as General Info Bodies Summary Reference Number Date of Submission Time of Submission Reason For Contact Current Status Incident 1309090002 09 09 2013 10 46 Please Select w CEC Closed Served Responsible Consultant Tamara Responsible Body Ministry Call Centre Complaint Enquiry Case History o Details of the Consumer Name Zoran Last Name Address Post Code City Country Serbia Telephone Email Relationship With the Involved Person Details of the Provider Title of Company Mob e Phone Company Type of Business Contact Person Function Address Post Code City Country Serbia Telephone Re Open CEC Cancel PDF Tamara Radanovic 09 09 2013 Sox You may access a Closed Enquiry Case as detailed in section 5 Accessing Requests amp Cases You may re Open a Closed
2. m Save Submit Tamara Radanovic 08 09 2013 Io Using the pop down selector chose the description of the Potential Consumer Request that best represents what the Consumers would consider as a satisfactory outcome of the handling of his her Request Hit Next to continue or chose any of the other available actions Step Details of the Provider localhost cct main asp My Workspace v Help v Request Form Wizard HER SS ER PEN EIN EN PR Fse NIH Do you know the name of the company individual involved in your complaint or enquiry or do you have any other information about them 6 Yes No Designation Title of the Company Mobile Phone Companv Type of Business Contact Person Function Address Post Code City Country Serbia v Telephone Fax Email Website Seje Submit Tamara Radanovic 08 09 2013 amp o x If the details of the Provider of the Product or Service being subject of the Request are known tick Yes and fill them in Else tick No Hit Next to continue or chose any of the other available actions User Manual v0 90 Page 45 The Consumer Complaint Register CCR Serbia Step Has this Reguest been submitted again in the past My Workspace Help v Reguest Form Wizard Have you taken any other actions with regard to this issue so far v Yes I have already reported this Complaint Enquiry to the manufacturer s or the retail store s
3. localhost cct main asp My Workspace v Data Analysis v Help v Date Time Reference Number Current Status Consultant 9 9 2013 21 40 1309090008 CR Closed Fake Slavko Andjeliko Spacic 09 09 2013 6 4 Double click on the Reguest or Case you want to Reopen in order to open the corresponding Document Window localhost ccr main asp o Edit Request General Info Bodies Incident a Complaint Enquiry Case History Summary Details of the Consumer Details of the Provider Reference Number 1309090008 Name Title of Company Date of Submission 09 09 2013 Last Name Type of Business TENG m Address Contact Person o Reason For Contact Please Select v Post Code Function City 7 IM Address Current Status CR Closed Fake Country Serbia Post Code Responsible Consultant Slavko Telephone City Responsible Body Ministry Complaint Handling Body Email Country Serbia v Relationship With the Telephone Involved Person Fax Email Web Site Re Open Request Cancel PDF Slavko Mitrovic 09 09 2013 Sox To Reopen the Request or Case hit the Option Button Re Open Request or Re Open Case ac cordingly User Manual v0 90 Page 90 The Consumer Complaint Register CCR Serbia localhost ccr main asp My Workspace v Help v Edit Reguest General Info Bodies Incident Complaint Enguiry Case History Summary Details o
4. localhost ccr main asp Click on the field next to the label Date To to enable the visual calendar tool in order to se lect the End Date of the Period for Statistics amp localhost cct main asp My Workspace v Data Analysis v Help v Statistics Criteria Date From 01 01 2012 B Date To 31 12 2012 3 Statistics 4 December 2012 vr Form SEM To MF F 2 i ES F 6 Z 10 id 12 413 d4 16 17 18 19 20 21 22 23 24 25 26 27 28 30 31 gt Today localhost ccr main asp User Manual v0 90 Page 106 The Consumer Complaint Register CCR Serbia Using the pop down selector chose the desired Type of Statistics amongst the set of prede fined Types localhost ccr main asp 7 My Workspace v Data Analysis Help v Date From Date To Statistics OK 01 01 2012 IB 31 12 2012 iB Number of Enquiries per Type of Complaint Number of Enquiries per Sector Number of Enquiries per Advertising Method Number of Enquiries per Selling Method Number of Complaints per Type of Complaint Number of Complaints per Sector Number of Complaints per Advertising Method Number of Complaints per Selling Method Number of Complaints per Means of Payment Number of Complaints per Consumer Request Number of Complaints per Agreed Resolution of the Case Number of Complaints per Cases that were not Resolved by a CHB and The Consumer Requested to take the Case to an ADR Number
5. 3200 2800 2400 2000 1600 1200 wo o Led raj ma x x x x x x amp 101 At this point you may use the pop down selector to choose a specific Advertising Method to quickly and easy produce statistics that present in Columns the number of Enquiries for the specific Advertising Method see below ECG R M ozilla localhost ccr main asp My Workspace v Data Analysis Help v Number of Enquiries per Advertising Method 01 01 2012 31 12 2012 X v Histogram ME x1 x2 x3 x4 x5 x6 x7 x8 x9 x x1 N o zi o nM raj x x x x x x x ez x Super Visor 08 09 2013 User Manual v0 90 S o Page 109 The Consumer Complaint Register CCR Serbia In this case the Columns represent the number of Enguiries per month CCR Mozilla localhost ccr main asp My Workspace Data Analysis Help v Number of Enguiries per Advertising Method 01 01 2012 31 12 2012 Ly Histogram x H 450 X 400 350 300 250 200 150 01 2012 02 2012 03 2012 04 2012 05 2012 06 2012 07 2012 08 2012 09 2012 10 2012 11 2012 12 2012 Super Visor 08 09 2013 jox For more convenience a pop down selector is available so that you can change the Form of Presentation from within the Presentation Window to choose the most appropriate view for the specific statistics fast a
6. Date 15 05 2013 Save Submit Tamara Radanovic 08 09 2013 u 0 If a Reguest for the same issue has been submitted in the past tick the relevant box and fill in the date of submission Hit Next to continue or chose any of the other available actions Step Advertising Method and Selling Method Request Form Wizard We would like to ask you to take the time to provide us some additional information if relevant to your request Please fill out only fields that are applicable to your situation How did the company contact you Please make selection Face to face Phone call Text message Audio visual TV etc Print newspaper brochure flyer etc Internet website E mail Radio Outdoor fixed advertising such as on billboards or mobile advertising such as on vehicles er Do not know Not applicable Save Submit Tamara Radanovic 08 09 2013 lo Using the appropriate pop down selectors chose the Advertising Method as well as the cate gory and 1f present the sub category of the Selling Method that best fit with the information provided to you regarding the Request User Manual v0 90 Page 46 The Consumer Complaint Register CCR Serbia localhost ccr main asp My Workspace v Help v Tamara Radanovic 08 09 2013 CA amp localhost ccr main asp Tamara Radanovic 08 09 2013 Request Form Wizard We would like to ask you to take the time to pro
7. Date of Submission 09 09 2013 Last Name Type of Business Address Contact Person Reason For Contact Please Select Post Code Function City Address Current Status CCC Closed Case Abandoned Country Serbia Post Code Responsible Consultant Slavko Telephone City Responsible Body Ministry Complaint Handling Body Email Country Serbia Relationship With the Telephone Involved Person Fax Email Web Site Re Open CCC Cancel PDF Slavko Mitrovic 09 09 2013 Your access rights to a Document in this list will allow you to View Print it or Reopen the Request Case To Review or to proceed in Handling a Request Case see further details in sections 6 Review ing Requests amp Cases and 7 Analysing and Handling Consumer Requests and Cases accord ingly User Manual v0 90 amp E O1X The Consumer Complaint Register CCR Serbia User Manual v0 90 Page 66 The Consumer Complaint Register CCR Serbia 6 REVIEWING REQUESTS amp CASES Requests and Cases are structured on the basis of the same Document Model which adapts the structure and content of the adopted Consumer Complaint Enquiry Form When accessing a Request or Case in the CCR the relevant Document is presented in a special application window the title of which refers to the title of the specific Document Data on the Document are organised in Tabs and Sections as detailed below 6 1 Tab General Info The Tab General Info comprises
8. E Curve v xi x2 P za a x4 x5 x6 x7 Ne x8 x9 2000 1600 1200 800 400 aloz Page 111 The Consumer Complaint Register CCR Serbia In this case the Curve represents the number of Enquiries per month sCCR Mozilla Firefo localhost ccr main asp My Workspace v Data Analysis Help v Super Visor 08 09 2013 Number of Enguiries per Advertising Method 01 01 2012 31 12 2012 x ba x curve va 450 400 350 300 250 200 150 01 2012 10 2012 11 2012 12 2012 02 2012 03 2012 04 2012 05 2012 06 2012 07 2012 08 2012 09 2012 u 6 For more convenience a pop down selector is available so that you can change the Form of Presentation from within the Presentation Window to choose the most appropriate view for the specific statistics fast and easy Firefo localhost cct main asp My Workspace v Data Analysis v Help v Super Visor 08 09 2013 hanker of Enquiries per Advertising Method 01 01 2012 31 12 2012 x 2 Pc ge 450 Histogram 400 350 300 10 2012 11 2012 01 2012 02 2012 03 2012 04 2012 05 2012 06 2012 07 2012 08 2012 09 2012 12 2012 E 0O1 3 The produced result may be exported to a file using the disk icon next to the Form selector User Manual v0 90 Page 112 The Consumer Complaint Register CCR Serbia 10 2 4 Statistics in Pies A sample of Statistics
9. Email email email com Your relationship with the Involved Person Skip Next Tamara Radanovic 08 03 2013 o x If the Consumer wishes not to provide his her details tick the relevant box Otherwise fill in his her details accordingly Hit Submit to store the Reguest in the system or chose any of the other available actions User Manual v0 90 Page 48 The Consumer Complaint Register CCR Serbia 4 1 3 Completion of the Wizard and Storage of Request If you completed going through the steps defined by the Wizard for filling in the Consumer Complaint Enquiry Form then normally you ll end up with a message informing you that the Request has been successfully submitted localhost ccr main asp My Workspace v Help v Edit Reguest General Info Bodies Incident Complaint Enguiry Case History Summary Details of the Consumer Details of the Provider Reference Number 1309080001 Name Zoran Title of Company Mob e Phone Company Date of Submission 08 09 2013 Last Name Radovic Type of Business Ti f Submission 10 00 le Address Kralja Aleksandra 385 Contact Person Reason For Contact Please Select v Post Code Function City Belgrade Address Current Status CR Open Validation Country Serbia Post Gode Responsible Consultant Tamara Telephone 1234567 City Responsible Body Ministry Call Centre Emi The Request has been submitted successfully X Country Serbia Reli Telephone Inv di Fax E
10. Save the Request temporarily in the CCR if for any reason you need to complete the Submission at a later stage Submit the Reguest or Cancel the operation if you need to abandon the submission of the Request said User Manual v0 90 Page 39 The Consumer Complaint Register CCR Serbia Step Details of the Product or Service My Workspace Help v Reguest Form Wizard Please tell us about the Product Service that is the reason you are contacting us Description of the Product Service Prepaid Card for Mobile Phone Brand MobiFon Model Type Unlimited Texts Save Submit Tamara Radanovic 08 09 2013 ojx Fill in the details of the Product or Service being the subject of the Consumer Request and hit Next to continue or chose any of the other available actions Step Sector Information D localhost ccr main asp My Workspace v Help v Reguest Form Wizard We would like to ask you to take the time and provide us with some additional information about the Product Service Sector Information Please make a selection Consumer Goods General Consumer Services Financial Services Postal services and electronic communications Transport services Leisure Services Energy and Water Health Education Other Save Submit Tamara Radanovic 08 09 2013 S o Using the pop down selectors chose the category and if present the sub category of Sector Information for the Product or Service being the sub
11. 1 129 ccr main asp My Workspace v Data Analysis Help v Reguests bi Dispute Cases P Closed Cases gt My Account gt Log Off My Reguests All Open Manage x a cri P OZilla riretc 192 168 1 129 ccr main asp My Workspace v Data Analysis Help v Reguests Dispute Cases P Closed Cases My Account gt My Cases All Open Manage Cases Log Off User Manual v0 90 aox Page 29 The Consumer Complaint Register CCR Serbia CR 192 168 1 129 cer main asp Marina Sekulovic 04 09 2013 u61 My Account gt User Profile Log Off Marina Sekulovic 04 09 2013 Bio ls User Manual v0 90 Page 30 The Consumer Complaint Register CCR Serbia Administrative Reports Statistics Marina Sekulovic 04 09 2013 01 Marina Sekulovic 04 09 2013 Bio ls User Manual v0 90 Page 31 The Consumer Complaint Register CCR Serbia User Manual v0 90 Page 32 The Consumer Complaint Register CCR Serbia 3 CCR DOCUMENTS amp THEIR PROPERTIES There are four types of Documents in the CCR which are defined on the basis of their context and or the level of handling 1 Consumer Requests are newly submitted Requests that are pending Validation and Evaluation as further detailed in section 0 User Manual v0 90 Page 33 The Consumer Complaint Register CCR Serbia 2 Analysing and Handling Consumer Reguests and Cases 3 Enquiry Cases are requests
12. 2012 x H ox For more convenience a pop down selector is available so that you can change the Form of Presentation from within the Presentation Window to choose the most appropriate view for the specific Report fast and easy localhost ccr main asp My Workspace v Data Analysis Help v Super Visor 08 09 2013 x6 v Total Number of Complaints Enguiries Per Complaint Handling Body 01 01 2012 31 12 2012 PE Histogram Curve Pie amp E 101 The produced result may be exported to a file using the disk icon next to the Form selector User Manual v0 90 Page 102 The Consumer Complaint Register CCR Serbia User Manual v0 90 Page 103 The Consumer Complaint Register CCR Serbia 10 STATISTICS The system has integrated functions for the Analysis of Data and production of Statistics that aim at providing valuable input for Policy Making decisions Statistics do not include infor mation on consumers personal data The Analysis of Data for Statistics is a standard function available to the following types of Users bearing the corresponding privileges 1 Managers of CCPs CHBs and ADRs who may produce Statistics accessing data re lated to Requests and Cases submitted in and or Handled by their Body 2 The Secretariat of the CCR who may produce Statistics accessing all data stored in the system 3 The Supervisor of the CCR who may produce Statistics acces
13. Company Date of Submission 08 09 2013 Last Name Radovic Type of Business Ti of Submission 10 00 nasi Address Kralja Aleksandra 385 Contact Person Reason For Contact Please Select v Post Code Function City Belgrade Address Current Status CR Open Validation Country Serbia Post Code Responsible Consultant Tamara Telephone 1234567 City Responsible Body Ministry Call Centre Email email email com Country Serbia v Relationship With the Telephone Involved Person Fax Email Web Site Valid Fake Cancel PDF Tamara Radanovic 08 09 2013 o0z Your access rights to these Documents will allow you to View Print and Amend them as re quired To Review or to proceed in Handling a Request see further details in sections 6 Reviewing Requests amp Cases and 7 Analysing and Handling Consumer Requests and Cases accordingly 5 1 2 All Open On the Menu select My Workspace Requests All Open My Workspace v Help v Reguests New Complaint Enquiry Cases My Requests Closed Cases b a Alopen My Account Log Off localhost ccr main asp 113 ao This opens the application window All Open Requests which lists all the Open Consumer Requests in your Body whether you are responsible for their handling or not User Manual v0 90 Page 55 The Consumer Complaint Register CCR Serbia My Workspace v Help v All Open x Date Time Reference Number Current Status Consultant 9 9 2013 10 12 1309090001 CR
14. Consultant 9 9 2013 10 12 1309090001 CR Open Validation Slavko Slavko Mitrovic 09 05 2013 lox You may then double click on an entry in the list to open the Case i E efox localhost ccr main asp My Workspace Help v Edit Request General Info Bodies Incident Complaint Enquiry Case History Summary Details of the Consumer r Details of the Provider Reference Number 1309090001 Name Title of Company Date of Submission 09 09 2013 Last Name Type of Business Te S Address Contact Person Reason For Contact Please Select y Post Code Function City Address Current Status CR Open Validation Country Seba Post Code Responsible Consultant Slavko Telephone City Responsible Body Ministry Complaint Handling Body Email Country Serbia v Relationship With the Telephone Involved Person Fax Email Web Site Valid Fake Cancel PDF Slavko Mitrovic 09 09 2013 ox Your access rights to a Document in this list will allow you to View Print and Amend it 1f the Request has been assigned to your responsibility for Handling otherwise your access will be limited to only View or Print the document To Review or to proceed in Handling a Case see further details in sections 6 Reviewing Re quests amp Cases and 7 Analysing and Handling Consumer Requests and Cases accordingly User Manual v0 90 Page 62 The Consumer Complaint Register CCR Serbia 5 4 Closed Cases 5 4 1 Update Court Decisions On the
15. Enquiry Case as detailed in section 8 Managing Consumer Re quests and Cases User Manual v0 90 Page 81 The Consumer Complaint Register CCR Serbia 7 2 Analysing Requests and Handling Complaint Enquiry Cases in a CHB 7 2 1 Analysing Requests The Analysis of Consumer Requests in a CHB follows a similar process as in a CCP see sec tion 7 1 1 Analysing Reguests with only one exception e if the Evaluation of the Request ends up with a decision that it is a Consumer Com plaint Case then as the CHB is competent to Handle Complaints the Case is indeed further handled at the CHB see section 7 2 3 Handling Complaint Cases 7 2 2 Handling Enquiry Cases Handling of Enquiry Cases in a CHB follows a similar process as in the case of a CCP see section 7 1 2 Handling Enquiry Cases 7 2 3 Handling Complaint Cases User Manual v0 90 Page 82 The Consumer Complaint Register CCR Serbia 7 3 Analysing Requests and Handling Dispute Cases in ADRs 7 3 1 Analysing Requests Handling of Consumer Requests in an ADR follows a similar process as in a CCP see section 7 1 1 Analysing Requests with only one exception e if the Evaluation of the Request ends up with a decision that it is a Consumer Dispute Case then as the ADR is competent to Handle Disputes the Case is indeed further handled at the CHB see section 7 3 2 Handling Dispute Cases 7 3 2 Handling Dispute Cases User Manual v0 90 Page 83 The Consumer Complaint Regis
16. Menu Items available to this Role as shown in the screenshots below In general these functions allow the Manager of a CCP to access and manage Requests and Cases of his her Unit prepare local Reports and Statistics access his her User Profile as well as an On line User Manual and Log Off the system when done Eaten ozilla rireto amp 192 168 1 129 ccr main asp My Workspace v Data Analysis v Help v Requests P Manage Complaint Enquiry Cases gt Closed Cases b My Account Log Off CCR Mozilla Firefo amp 192 168 1 129 ccr main asp My Workspace v Data Analysis v Help v Requests Complaint Enquiry Cases gt Manage Cases Closed Cases My Account Log Off Milica Popov 04 09 2013 u 56x User Manual v0 90 Page 5 The Consumer Complaint Register CCR Serbia EN a ne is ull D My Account User Profile Milica Popov 04 09 2013 allox User Manual v0 90 Page 6 The Consumer Complaint Register CCR Serbia Administrative Reports Statistics Milica Popov 04 09 2013 18 K User Manual v0 90 Page 7 The Consumer Complaint Register CCR Serbia 2 2 2 The Workspace of a CCP Consultant The Workspace of a Consultant in a Consumer Contact Point provides access to a specific set of functions of the CCR via the Menu Items available to this Role as shown in the screenshots below In general these functions allow the Consultant
17. Menu select My Workspace Closed Cases Update Court Decisions CCR Mozilla Firefo localhost cci main asp My Workspace v Help v Reguests b Complaint Enquiry Cases P Closed Cases gt Update Courts Decisions My Account gt All Closed Cases Log Off localhost ccr main asp 113 aox This opens the application window Cases Pending Update Court Decisions which lists all the Cases for which the Court Decisions are Pending Update localhost ccr main asp My Workspace v Help v Pending Court Updates x Date Time Reference Number Current Status Consultant Slavko Mitrovic 09 09 2013 6 4 You may then double click on an entry in the list to open the Case User Manual v0 90 Page 63 The Consumer Complaint Register CCR Serbia sr U riretc localhost ccr main asp My Workspace Help v Edit Request General Info Bodies Incident Complaint Enquiry Case History Summary Details of the Consumer Details of the Provider Reference Number 1309090008 Name Title of Company Date of Submission 09 09 2013 Last Name Type of Business zm Address Contact Person Reason For Contact Please Select w Post Code Function City Address Current Status CCC Open Validation Country Sa Post Code Responsible Consultant Slavko Telephone City Responsible Body Ministry Complaint Handling Body Email Country Serbia v Relationship With the Telephone Involved Pers
18. Open Validation Slavko Slavko Mitrovic 09 05 2013 lox You may then double click on an entry in the list to open the Request arm illa Firefo l localhost ccr main asp My Workspace v Help v Edit Reguest General Info Bodies Incident Complaint Enquiry Case History Summary Details of the Consumer Details of the Provider Reference Number 1309090001 Name Title of Company Date of Submission 09 09 2013 Last Name Type of Business Te S Address Contact Person Reason For Contact Please Select v Post Code Function City Address Current Status CR Open Validation Country Seba Post Code Responsible Consultant Slavko Telephone City Responsible Body Ministry Complaint Handling Body Email Country Serbia v Relationship With the Telephone Involved Person Fax Email Web Site Valid Fake Cancel PDF Slavko Mitrovic 09 09 2013 ox Your access rights to a Document in this list will allow you to View Print and Amend it 1f the Request has been assigned to your responsibility for Handling otherwise your access will be limited to only View or Print the document To Review or to proceed in Handling a Request see further details in sections 6 Reviewing Requests amp Cases and 7 Analysing and Handling Consumer Requests and Cases accordingly User Manual v0 90 Page 56 The Consumer Complaint Register CCR Serbia 5 2 Complaint Enquiry Cases 5 2 1 My Cases On the Menu select My Workspace Complaint Enq
19. Product Service I just need specific advice and support as a consumer Please select what best describes the subject of your request amp My request is about a Specific Product My request is about a Specific Service My request is about Products Services in general I don t know the exact subject of my request Previous Skip Next Save Submit Cancel When done hit Next to continue You may as well Cancel the operation at this stage or at any step of the Wizard if you need to abandon the submission of the Request 4 1 2 Filling in the Complaint Enguiry Form As long as you have provided the abovementioned basic information you may proceed to fill ing in the details of the Reguest The number of steps to follow and specific further infor mation that you will be requested to fill in varies in accordance to the complexity and identity of the specific Reguest For instructional purposes the sequence of screenshots below illustrates the case where the identified scenario requires filling in all sections of the Consumer Complaint Enquiry Form In each step of the Wizard you may fill in the required information if available to you at all and provided that the relevant buttons on the bottom of the window of the Wizard are active you may 1 Go back to the Previous step this action stores any data you filled in already 2 Skip filling in the fields of the data requested in this step 3 Continue to the Next step of the Wizard 4
20. Reference Number Date of Submission Time of Submission Reason For Contact Current Status Responsible Consultant Responsible Body User Manual v0 90 Incident 1309090002 09 09 2013 10 46 Please Select CR Open Evaluation Tamara Ministry Call Centre Complaint Enguiry Case History Details of the Consumer Name Zoran Last Name Address Post Code City Enguiry Message Evaluated as Enquiry Enquiry Complaint Cancel PDF Details of the Provider Title of Company Mobile Phone Company Type of Business Contact Person Function Address Post Code City Country Serbia Telephone Fax Email Web Site Page 75 The Consumer Complaint Register CCR Serbia If your decision was that it was an Enquiry then the Status of the Document has changed to CEC Open Validation and its further analysis is detailed in section 7 1 1 3 Validation of the Enquiry Case Edit Request General Info Bodies Incident Complaint Enquiry Case History Details of the Consumer Details of the Provider Reference Number 1309090005 Name Title of Company Date of Submission 09 09 2013 Last Name Type of Business Time of Submission 18 53 Ered Address Contact Person Reason For Contact Please Select w Post Code Function City Address Current Status CR Open Evaluation Complaint Message Dost Ende Responsible Consultant Tamara This Request is a Consumer Compl
21. Tamara Telephone City Responsible Body Ministry Call Centre Email Country Serbia v Relationship With the Telephone Involved Person Valid CEC Invalid CEC Cancel PDF User Manual v0 90 Page 77 The Consumer Complaint Register CCR Serbia If your analysis proved that the Enguiry is valid then click on Option Button Valid CEC to proceed Otherwise click on Option Button nvalid CEC In either case you will have to fill in a short note with your arguments and hit OK to confirm your decision CCR Mozilla Firefo l i localhost ccr main asp My Workspace v Help v Edit Reguest General Info Bodies Incident Complaint Enquiry Case History Details of the Consumer etails of the Provider Reference Number 1309090002 Name Zoran Title of Company Mob e Phone Company Date of Submission 09 09 2013 Last Name Type of Business Time of Submission 10 46 Address Contact Person Reason For Contact Please Select w Post Code Function City Address Current Status CEC Open Validation Valid CEC Message Post Code Responsible Consultant Tamara This is a Valid CEC City Responsible Body Ministry Call Centre Country Serbia v Telephone Fax Email Web Site OK Cancel lid C I CEC PDF Li o x If your decision was that it was a Valid Enquiry Case then the Status of the Document has changed to CEC Open Idle and its further analysis is detailed in section 7 1 2 Handling Enquiry Cases Details
22. You may further proceed to Managing the Request or Case 1 e by Assigning or Re assigning the Responsible Consultant see sections 8 1 Assigning Reassigning Requests and 8 2 Assign ing Reassigning Cases User Manual v0 90 Page 91 The Consumer Complaint Register CCR Serbia 9 ADMINISTRATIVE REPORTING The system has integrated functions for the Analysis of Data and production of Administra tive Report that aim at providing valuable input for identification of issues and potential bot tlenecks in the operation of the CCR and consequently for taking measures to improve its per formance Administrative Reports do not include information on consumers personal data The Analysis of Data for Administrative Reporting is a standard function available to the fol lowing types of Users bearing the corresponding privileges 1 Managers of CCPs CHBs and ADRs who may produce Reports accessing data relat ed to Requests and Cases submitted in and or Handled by their Body 2 The Secretariat of the CCR who may produce Reports accessing all data stored in the system 3 The Supervisor of the CCR who may produce Reports accessing all data stored in the system 4 Special External Users of the system who may produce Reports accessing all data stored in the system On the Menu select Data Analysis Administrative Reports My Workspace v Data Analysis v Help v Administrative Reports Statistics localhost ccr main asp aox This will
23. access and manage Requests and Cases of his her Unit prepare local Reports and Statistics access his her User Profile as well as an On line User Manual and Log Off the system when done 192 168 1 129 ccr main asp My Workspace v Data Analysis v Help v Requests Manage Complaint Enquiry Cases Closed Cases My Account Log Off ila Firafr ozilla Firetc amp 192 168 1 129 ccr main asp My Workspace v Data Analysis Help v Requests Complaint Enquiry Cases Manage Cases Closed Cases My Account Log Off User Manual v0 90 Page 14 The Consumer Complaint Register CCR Serbia CRs 4 192 168 1 129 ccr main asp Andjelko Spacic 04 09 2013 l 01 My Account User Profile Log Off T Andjelko Spacic 04 09 2013 18 x User Manual v0 90 Page 15 The Consumer Complaint Register CCR Serbia Administrative Reports Statistics Andjelko Spacic 04 09 2013 i l 01 Andjelko Spacic 04 09 2013 18 K User Manual v0 90 Page 16 The Consumer Complaint Register CCR Serbia 2 3 2 The Workspace of a CHB Consultant The Workspace of a Consultant in a Complaint Handling Body provides access to a specitic set of functions of the CCR via the Menu Items available to this Role as shown in the screen shots below In general these functions allow the Consultant of a CHB to submit New Consumer Reguests access and h
24. and Cases User Manual v0 90 Page 74 The Consumer Complaint Register CCR Serbia 7 1 1 2 Evaluation of the Reguest Proceeding with the Analysis of a validated Request you will have to decide whether it is 1 An Enquiry or 2 A Complaint i rn OZ Firefc localhost ccr main asp My Workspace Help v Edit Request General Info Bodies Incident Complaint Enquiry Case History Summary Details of the Consumer Details of the Provider Reference Number 1309090002 Name Zoran Title of Company Mobile Phone Company Date of Submission 09 09 2013 Last Name Type of Business Time of Se zaje Address Contact Person Reason For Contact Please Select v Post Code Function City Address Current Status CR Open Evaluation Country Serbi Post Code Responsible Consultant Tamara Telephone City Responsible Body Ministry Call Centre Email Country Serbia Relationship With the Telephone Involved Person Fax Email Web Site Enquiry Complaint Cancel PDF Tamara Radanovic 09 09 2013 SE1 01 If your evaluation proved that the Request is a Consumer Enquiry then click on Option Button Enquiry to proceed Otherwise if it is a Consumer Complaint then click on Option Button Complaint In either case you will have to fill in a short note with your arguments and hit OK to confirm your decision localhost cct main asp My Workspace v Help v Edit Request General Info Bodies Summary
25. default the slices of the Pie represent the number of Requests Cases per selected criteria For example the image below displays the total number of Complaints Enquiries per Com plaint Handling Body V CCR Mozilla Firefo esto x localhost ccr main asp My Workspace v Data Analysis Help v Total Number of Complaints Enquiries Per Complaint Handling Body 01 01 2012 31 12 2012 x k iv Pie H Super Visor 08 09 2013 amp E 101 At this point you may use the pop down selector to choose a specific Complaint Handling Body to guickly and easy produce a Report that presents in a Pie the number of Com plaints Enquiries for the specific Complaint Handling Body see below COR Mozilla F Se CCR Mozilla Fire localhost ccr main My Workspace v Data Analysis Help v Total Number of Complaints Enquiries Per Carolus Handling Body 01 01 2012 31 12 2012 x E v Pie v amp x1 x2 x3 x4 x5 x6 x7 x8 x9 Super Visor 08 09 2013 ojx User Manual v0 90 Page 101 The Consumer Complaint Register CCR Serbia In this case the slices of the Pie represent the number of Compalints Enquiries per month CCR Mozilla Firefo localhost ccr main asp My Workspace v Data Analysis Help v Super Visor 08 09 2013 v Pie Total Number of Complaints Enquiries Per Complaint Handling Body 01 01 2012 31 12
26. of Complaints per Cases that were not Resolved by a CHB and Both Parties Agreed to take the Case to vr Super Visor 08 09 2013 ox Using the pop down selector chose the desired Form for Presentation of Statistics amongst the set of predefined Form Types ol localhost cct main asp 7 My Workspace Data Analysis v Help v Statistics Criteria Date From Date To Statistics Form 01 01 2012 B 31 12 2012 3 Number of Enquiries per Advertising Method homme Table Histogram Curve Pie Super Visor 08 09 2013 User Manual v0 90 Page 107 The Consumer Complaint Register CCR Serbia sCCR Mozilla Firefo My Workspace v Data Analysis Help v Statistics Criteria Date From 01 01 2012 ca Date To 31 12 2012 3 Statistics Number of Enquiries per Advertising Method Form Table MA Trimester E Semester Yearly OK Super Visor 08 09 2013 localhost cct main asp V ui6i If you select to display the statistics in the form of tables you may also determine whether you need columns with sub totals per guarter and or six month periods and or year 10 2 Presentation of Statistics The result of produced statistics is presented in a new Presentation Window 10 2 1 Statistics in Tables A sample of Statistics presented in the Form of Table is shown below localhost ccr main asp My Wo
27. of a CCP to submit New Consumer Requests access and handle Requests and Cases allocated to him her view Requests or Cases allocated to other Consultants in the same Unit access his her User Profile as well as an On line User Manual and Log Off the system when done My Workspace v Help 7 Requests gt New Complaint Enquiry Cases gt My Requests Closed Cases All Open My Account Log Off My Workspace v Help v Reguests Complaint Enquiry Cases P My Cases Closed Cases b All Open My Account b Log Off Tamara Radanovic 04 09 2013 Si S x User Manual v0 90 Page 8 The Consumer Complaint Register CCR Serbia 192 168 1 129 ccr main asp 3 l ui6ix My Account User Profile Tamara Radanovic 04 09 2013 Bio ls User Manual v0 90 Page 9 The Consumer Complaint Register CCR Serbia 192 168 1 129 cer main asp My Workspace v Help On Line Help About Tamara Radanovic 04 09 2013 S 01 User Manual v0 90 Page 10 The Consumer Complaint Register CCR Serbia 2 2 3 The Workspace of a CCP Manager Consultant The Workspace of a Manager Consultant in a Consumer Contact Point provides access to a specific set of functions of the CCR via the Menu Items available to this Role as shown in the screenshots below In general the functions available to the Manager Consultant are a combination of the ones available to the Manager and the Consultant of a CCP In ot
28. that have been identified as Requests for Information only Enquiries 4 Complaint Cases are requests that have been identified as Complaints and 5 Dispute Cases that are requests for which one of the following is true a they have been submitted to a CCP or CHB handled as Complaints and the handling ended up in disagreement between the Consumer and the Provider turning the Case into a Dispute or b they have been submitted directly to an ADR thus considered as de facto Dis pute Cases These Documents belong in one for the following two categories depending on the stage of their handling 1 Open documents are the Requests and Cases that are Open for Handling and 2 Closed documents are the Requests and Cases for which Handling has been concluded and are simply archived in the system Furthermore there are two more properties of an Open Document to refer to 1 An Open Document upon its creation is Allocated in the Responsibility of a specific Body The Allocation of the Document is accomplished in one of the following two ways a The Document has been initiated as a Consumer Request by a Consultant of the specific Body in which case the system automatically Allocates it in the re sponsibility of the specific Body or b The Document has been re Allocated from one Body to another one due to rea sons of competency 2 An Open Document at a very early stage of its life is assigned to a Consultant of the Body where it is Alloc
29. the following sections of data 1 Summary 2 Details of the Consumer and 3 Details of the Provider E cCR Mozilla Firefox localhost ccr main asp My Workspace Help v Edit Request General Info Bodies Incident Complaint Enquiry Case History Summary Details of the Consumer Details of the Provider Reference Number 1309080001 Name Zoran Title of Company Mobile Phone Company Date of Submission 08 09 2013 Last Name Raden Type of Business Time of Submission 10 00 pet Kralja Aleksandra 385 Contact Person Reason For Contact Please Select v Post Code Function City Belgrade Address Current Status CR Open Validation Country Saba z Post Code Responsible Consultant Tamara Telephone 1234567 City Responsible Body Ministry Call Centre Email emai email com Country Serbia v Relationship With the Telephone Involved Person Fax Email Web Site Valid Fake Cancel PDF Tamara Radanovic 08 09 2013 s o User Manual v0 90 Page 67 The Consumer Complaint Register CCR Serbia 6 2 Tab Bodies The Tab Bodies comprises the details of the Bodies that have been historically involved in handling the Request or Case Thus its content is created dynamically and may contain min imum of one section that presents the details of the Body where the Request was submitted and initially handled and maximum of three sections that will present the details of two more Bodies where the Request Case has been re All
30. these Documents will allow you to View Print and Amend them as re quired To Review or to proceed in Handling a Case see further details in sections 6 Reviewing Re quests amp Cases and 7 Analysing and Handling Consumer Requests and Cases accordingly 5 2 2 All Open On the Menu select My Workspace Complaint Enquiry Cases All Open My Workspace v Help v Reguests b Complaint Enquiry Cases P my Cases Closed Cases b Al Open My Account Log Off localhost ccr main asp 113 ao This opens the application window All Open Cases which lists all the Open Consumer Cases in your Body whether you are responsible for their handling or not User Manual v0 90 Page 58 The Consumer Complaint Register CCR Serbia fozil a Fi refo s localhost ccr main asp My Workspace v Help v xI All Open Cases Complaint Enquiry Date Time Reference Number Current Status Consultant 9 9 2013 23 20 1309090008 CCC Open Validation Slavko 9 9 2013 18 54 1309090005 CCC Open Validation mchbBmancon1 Slavko Mitrovic 09 05 2013 S amp o x You may then double click on an entry in the list to open the Case localhost ccr main asp My Workspace Help v All Open Cases Complaint Enquiry x Date Time Reference Number Current Status Consultant 9 9 2013 23 20 1309090008 CCC Open Validation Slavko 9 9 2013 18 54 1309090005 CCC Open Validation mchbBmancon1 Slavko Mitrovic 09 09 2013 6 Your ac
31. validated OK Cancel Valid Fake Cancel Details of the Provider Title of Company Mobile Phone Company Type of Business Contact Person Function Address Post Code City Country Serbia v Telephone Fax Email Web Site If your decision was that it was a Valid Reguest then the Status of the Document has changed to CR Open Evaluation and its further analysis is detailed in section 0 User Manual v0 90 Page 73 The Consumer Complaint Register CCR Serbia Evaluation of the Reguest My Workspace v Help v Edit Reguest General Info Details of the Provider Reference Number 1309090004 Name Title of Company Date of Submission 09 09 2013 Last Name Type of Business Ti f Submission 18 24 NTE Address Contact Person Reason For Contact Please Select v Post Code Function City Address Current Status CR Open Validation Fake Message Post Code Responsible Consultant Tamara This Request is Fake City Responsible Body Ministry Call Centre Country Serbia Telephone Fax Email Web Site OK Cancel m O x If your decision was that it was a Fake Reguest then the new Status of the Document is CR Closed Fake and the Reguest is stored in the system solely for Administrative Reporting and Statistics You may access a Closed Reguest as detailed in section 5 Accessing Reguests dz Cases You may re Open a Closed Reguest as detailed in section 8 Managing Consumer Reguests
32. whether it is a Consumer Enquiry Case or a Consumer Complaint Case and 2 Handle a Consumer Enquiry Case when a Request has been evaluated as such one If the Analysis of a Request has evaluated it as a Consumer Complaint Case then the CCP will have to transfer this Case to a competent Complaint Handling Body for further Handling 7 1 1 Analysing Requests Prior to starting the Analysis of a Request you will be required to 1 Log in your account on the system as detailed in section 2 1 1 Logging in 2 Locate the specific Request and open the Document Window as detailed in section 5 Accessing Requests amp Cases and 3 Review the content of the Request as detailed in section 6 Reviewing Requests amp Cases 7 1 1 1 Validation of the Request Once submitted via the Public Portal or the back end application of the CCR see section 0 User Manual v0 90 Page 71 The Consumer Complaint Register CCR Serbia Submitting Consumer Reguests the Status of the Document is CR Open Validation Thus the first guestion to answer about it is whether it is Valid or not This especially applies for Reguests submitted via the Public Portal The potential answers to this guestion and therefore the Option Buttons available on the Document Window are 1 Valid or 2 Fake Edit Request General Info Bodies Incident Complaint Enquiry Case History Summary Details of the Consumer Details of the Provider Reference Number 1309090002 Name Zoran T
33. 2 3 Statistics December 2012 vr Form SEM To MF F oi ES S 6 Z 10 id 22 45 d4 if 18 15 2 21 22 24 25 26 27 28 30 31 gt Today Super Visor 08 09 2013 User Manual v0 90 aox Page 94 The Consumer Complaint Register CCR Serbia Using the pop down selector chose the desired Type of Report amongst the set of predefined Types localhost ccr main asp My Workspace v Data Analysis Help v Administrative Reports x Criteria Date From 01 01 2012 iB Date To 31 12 2012 a Statistics x Form Total Number of Complaints Enquiries In a specific period of time Total Number of Complaints Enquiries Per means of submission of the Complaint Total Number of Complaints Enquiries Per Consumer Contact Point Total Number of Complaints Enguiries Per Complaint Handling Body Number of Open Closed Cases Average Period of Time for Handling a Case In a specific period of time Average Period of Time for Handling a Case Per Complaint Handling Body Number of Cases Closed with Success No Success per Complaint Handling Body CAC NGO etc Number of Cases Closed with Success No Success per ADR Body Mediation Centres etc Number of Cases Closed with Success No Success per Courts Super Visor 08 09 2013 ojx Using the pop down selector chose the desired Form for Presentation of Reports amongst the set of predefined Form Types xCCR Mozilla Firefo localhost
34. 2012 06 2012 07 2012 08 2012 09 2012 10 2012 11 2012 12 2012 The produced result may be exported to a file using the disk icon next to the Form selector User Manual v0 90 Page 98 The Consumer Complaint Register CCR Serbia 9 2 3 Reporting in the Form of Curved Lines A sample Report presented in the Form of a Curve is shown below By default the Curve represents the number of Reguests Cases per selected criteria For ex ample the image below displays the total number of Complaint Enquiries per Complaint Handling Body My Workspace v Data Analysis Help v Total Number of Complaints Enquiries Per Complaint Handling Body 01 01 2012 31 12 2012 v Curve x U 4000 3600 3200 2800 2400 2000 1600 1200 800 400 Super Visor 08 09 2013 E 0O1 3 At this point you may use the pop down selector to choose a specific Complaint Handling Body to guickly and easy produce statistics that present in a Curve the number of Com plaints Enquiries for the specific Complaint Handling Body see below My Workspace v Data Analysis Help v Total Number of Complaints Enguiries Per Complaint Handling Body 01 01 2012 31 12 2012 E vi Curve v 2000 1600 1200 800 400 Super Visor 08 09 2013 o User Manual v0 90 Page 99 The Consumer Complaint Register CCR Serbia In this case the Curve represents the number of Complaints Enquiries per month CCR Mozilla Fire
35. 290 3559 x2 52 36 157 64 386 424 106 145 116 126 101 208 1921 x3 384 23 12 222 228 284 118 231 78 220 149 169 2118 x4 97 192 177 331 33 214 395 203 315 213 185 272 2627 x5 281 265 348 75 8 128 420 33 25 304 339 32 2258 x6 452 360 10 439 321 146 40 238 63 107 229 328 2733 x7 153 449 326 362 124 343 331 136 329 497 412 439 3901 x8 188 315 423 30 374 345 69 314 421 345 359 471 3654 x9 122 388 94 142 232 128 82 365 418 231 296 399 2897 Super Visor 08 09 2013 jox Click on Export on top left of the application window to export the produced result to a file User Manual v0 90 Page 96 The Consumer Complaint Register CCR Serbia 9 2 2 Reporting in the Form of Columns A sample Report presented in the Form of Columns is shown below By default the Columns represent the number of Reguests Cases per selected criteria For ex ample the image below displays the total number of Complaints Enquiries per Complaint Handling Body V CCR Mozilla localhost cct main asp My Workspace Data Analysis Help v Total Number of Complaints Enguiries Per Complaint Handling Body 01 01 2012 31 12 2012 z x v Histogram x H N m wo o co x x x x x x x x Super Visor 08 09 2013 SE 1 01 4000 3600 3200 2800 2400 2000 1600 1200 x9 At this point you may use the pop down selector to choose a specific Complaint Handling Body to guickly and easy produce statistics that prese
36. CR irefoy localhost ccr main asp My Workspace v Data Analysis Help v Manage Cases Complaint Enguiry Date Time Reference Number Current Status Consultant 9 9 2013 18 54 1309090005 CCC Open Validation amp o Andjeliko Spacic 09 09 2013 Double click on the Case you want to Manage in order to open the corresponding Document Window User Manual v0 90 Page 87 The Consumer Complaint Register CCR Serbia STO L localhost ccr main asp My Workspace v Data Analysis Help v Edit Request General Info Bodies Incident Complaint Enquiry Case History Summary Details of the Consumer Details of the Provider Reference Number 1309090005 Name Title of Company Date of Submission 09 09 2013 Last Name Type of Business Time of Submission 18 53 nasi Address Contact Person Reason For Contact Please Select w Post Code Function City Address Current Status CCC Open Validation Country Serbia Post Code Responsible Consultant Telephone City Responsible Body Ministry Complaint Handling Body Email Country Serbia Relationship With the Telephone Involved Person Fax Email Web Site Manage Cancel PDF Andjeliko Spacic 09 09 2013 To Manage the Case hit the Option Button Manage Edit Request Assignment Re Assignment General Info Ministry Complaint Handling Body Reference Nut Date of Submi Consultant Time of Subm Select Consultant Reason For Ca rer Curre
37. Click on Browse to select an electronic copy of a Supporting Document stored on your com puter invoice receipt warranty card etc in order to upload it in the system You may upload up to 10 supporting documents localhost cct main asp My Workspace Help v Request Form Wizard rc If you have any documents Invoices Receipts Warranties Brochures etc which are related to the reason you are contacting us and you wish to upload you may do so using the tools below No file selected Files uploaded Receipt pdf 81764B Document Name Document Description File Name Receipt pdf 1068 pdf x Save Submit Tamara Radanovic 08 09 2013 lox Once successfully uploaded in the system the document is displayed in the List of Supporting Documents When done with uploading Supporting Documents hit Next to continue or chose any of the other available actions User Manual v0 90 Page 42 The Consumer Complaint Register CCR Serbia Step Type of Complaint localhost ccr main asp My Workspace v Help v Tamara Radanovic 08 09 2013 Request Form Wizard HEGE GEE ae eS mr MM Please take the time to provide us with some more information about your request The Ministry regularly receives complaints or enquiries about a few common issues If you see your issue in the list below please select it If your issue is not represented on this list of common issues please select other at the end of the list
38. Edit Request General Info Bodies Incident Complaint Enquiry Case History Summary Details of the Consumer Details of the Provider Reference Number 1309090002 Name Zoran Title of Company Mobile Phone Company Date of Submission 09 09 2013 Last Name Type of Business Ter Address Contact Person Reason For Contact Please Select v Post Code Function City Address Current Status CEC Open Idle Country Saba Post Code Responsible Consultant Tamara Telephone City Responsible Body Ministry Call Centre Email Country Serbia Relationship With the Telephone Involved Person Fax Email Web Site Advise Cancel PDF Tamara Radanovic 09 09 2013 s o Take a note on the context of the advice and hit OK to register your action in the system J CR Moca re localhost ccr main asp My Workspace v Help v Edit Request General Info Bodies Incident Complaint Enquiry Case History H Detail F Reference Number 1309090002 Name Zoran Title of Company Mob e Phone Company Date of Submission 09 09 2013 Last Name Type of Business Time of Submission 10 46 Address Contact Person Reason For Contact Please Select vw Post Code Function City Address Current Status CEC Open Idle Advise Message Post Code j x a City Responsible Consultant Tamara The Consumer was contacted for Advice on the issue i Responsible Body Ministry Call Centre Country Serbia v Telephone Fax Email Web Site OK Cance
39. File Edit View History Bookmarks Tools Help o isCCR amp localhost ccr web eg B Google 2 1 6 The Consumer Complaint Register CCR is a system that allows Consumers submit Enguiries for Information on their rights as well as submit Complaints in case something goes wrong when purchasing consumer products or services in the national market The CCR is addressed solely to Consumers It is out of the scope of the system to support businesses or professionals in their business activities You may start the process for the submission of your Reguest selecting the link below This will guide you through a step by step Wizard that will collect the reguired information The wizard has been designed so that it collects only the absolutely necessary information depending on the context of your Reguest m In each step please choose the option that is more suitable to the nature of your Request The Consumer may click on the link Start Here in order to initiate the Wizard that will take him her through the process to fill in the Consumer Complaint Enquiry Form User Manual v0 90 Page 50 The Consumer Complaint Register CCR Serbia 4 2 1 Identifying the Context of the Request As in the case of the Application Back End the initial page of the Wizard requests some basic information about the Request in order to identify its general context and formulate the specif ic steps through which it will take the Consumer in th
40. MITTING CONSUMER REQUESTS ccccccosccccccccccccccccccccccccccccceccccccccsccccecceccecccccsceees 35 4 1 New Requests via the Application Back End rororrrnnnrrnrnnrrnnnrrnrnernnnnernnnernnnnernnnenn 36 4 1 1 Identifying the Context of the Request rrnrrnnnrrrnnnrrnnnernnnnrrnnnernrnerrnnnerernennnnner 36 4 1 2 Filling in the Complaint Enquiry Form serernnnrnnnrrnrnnrrnnnernnnnrrnnnernnnerrnnnerennennnnner 38 4 1 3 Completion of the Wizard and Storage of Reguest 48 42 New RE Va Ne 49 4 2 1 Identifying the Context of the Request rrnnrnnnrrnnnnrrnnnernnnnrrnnnernrnnrrnnnerennesrnnner 50 422 Filline m the Compant Bir FOTM jn ee ere o ea ke etek 50 4 2 3 Completion of the Wizard and Storage of Reguest SI 5 ACCESSING REQUESTS amp CASES sisssssssssssssnsasesssnnsscsevasasasasinesssasisasasassnasssasesasasassunsesasoaus 53 PE 005 SEE AE A EVE ME TREE ANA 53 AR 53 MN 54 5 2 Complaint Enquiry Cases aaa nine nono ee ab ae elo ea ee oa ah 56 User Manual v0 90 Page i The Consumer Complaint Register CCR Serbia L MN 56 DM 57 S PEPEE EEE EE N E 59 Il My CASS ae 59 TN 60 NTE ee 62 Ad Update Court DES eda nics Sle loka 62 22 MOE 63 6 REVIEWING REQUESTS amp CASES sccsucestissucedessencectieendaesssuadosessassssnsasedossssansssnsasedosessawsacee 65 ol Rab General INO vr 65 02 TREBIA 66 ETON 67 64 Tabs Complaint Pig vev rede Sa
41. R Serbia Reguest Form Wizard Please take the time to provide us with some more information about your reguest The Ministry regularly receives complaints or enguiries about a few common issues If you see your issue in the list below please select it If your issue is not represented on this list of common issues please select other at the end of the list Type of Complaint Price Tariff Can you further clarify your issue Tariff transparency unclear complex Based on your above choices we have compiled a few possible cases that seem to describe your issue in more detail Which case do you believe that better describes your issue Please make a selection There was no indication of the price or tariff was not made available The price tariff indication was unreadable not easily identifiable unclear or confusing The price tariff was not indicated in Serbian currency was not informed about other costs to be added to the price tariff was not informed about the unit price of goods Tariff price was not indicated on the appropriate place Save Submit Tamara Radanovic 08 09 2013 amp E O1X Using the appropriate pop down selector chose the relevant violation of the National Legisla tion that best fits with the Consumer Request Hit Next to continue or chose any of the other available actions Step Financial Damage localhost ccr main asp My Workspace Help v Request Form Wi
42. The Consumer Complaint Register CCR Serbia User Manual Document v0 90 Ioannis Sidiropoulos Software Engineer September 2013 The Consumer Complaint Register CCR Serbia TABLE OF CONTENTS L INTRODUCTION ssssssssucsassssstcasescesssunaceinessseuceasessnseancseesssssnadesseuaaaeccoessaneueesesssiinceceesewanaeesies 1 Z THE WORKSPACE cvescscessasterscssscccsaessiessecssssssannv incessvanecesssissnanssstssssnninecssisssauaasstenssatucusesss 3 GE OE EEE ER A E S 3 DA UMM SEE O ER 3 212 PN TR 4 2 2 Users in a Consumer Contact Point CCP ee 5 2 2 ENTEN 5 222 The Worksp ceofa CCP Consultant PE RO es mee 8 2 2 3 The Workspace of a CCP Manager Consultant e 11 2 3 Users in a Complaint Handling Body CHB nee 14 2 3 1 The Workspace of a CHB Manager rorrrnnnnrnnnnrrnnnernrnnrnnnnernnnsrnnnnernnnernnnnernnnesennn 14 2 3 2 The Workspace of a CHB Consultant orrnronrrnnnrrnrnnrnnnnernnnnrnnnnernnnernnnnernnnesennn 17 2 3 3 The Workspace of a CHB Manager Consultant e 20 2 4 Users in an Amicable Dispute Resolution Body ADR rrrrnrnnnrnnnrrnrnnrrnnnernnnnnnnnner 25 2 4 1 The Workspace of an ADR Manager 23 2 4 2 The Workspace of an ADR Consultant avaososse ear 26 2 4 3 The Workspace of an ADR Manager Consultant e 29 3 COR DOCUMENTS amp THEIR PROPERTIES sssesisesssissdedcassssesesacedsiebssisenasissdsacedarsesesssaceaeees 33 4 SUB
43. Type of Complaint Please make a Selection mme Please make a selection Quality of goods and services Delivery of goods Provision of services Price Tariff Invoicing billing and debt collection Warranty statutory guarantee and commercial guarantees Redress Unfair Commercial Practices Contracts and sales Provider change switching Safety covers both goods including food and services Privacy and data protection Other issues Save Submit E1 01 Using the pop down selectors chose the descriptions of the category and sub category of the Type of Complaint that best fits with the Consumer Request localhost ccr main asp My Workspace v Help v Tamara Radanovic 08 09 2013 User Manual v0 90 Request Form Wizard BESE Hed Hed MI De MM Please take the time to provide us with some more information about your request The Ministry regularly receives complaints or enquiries about a few common issues If you see your issue in the list below please select it If your issue is not represented on this list of common issues please select other at the end of the list Type of Complaint Price Tariff v Can you further clarify your issue Please make a selection Price tariff change Price discrimination Tarifftransparency unclear complex Other issues related to Save Submit Sox Page 43 The Consumer Complaint Register CC
44. able so that you can change the Form of Presentation from within the Presentation Window to choose the most appropriate view for the specific statistics fast and easy CCR ke A A ill cc ra localhost cct main asp My Workspace v Data Analysis v Help v Number of Enguiries per Advertising Method 01 01 2012 31 12 2012 JE Histogram Curve Super Visor 08 09 2013 Io The produced result may be exported to a file using the disk icon next to the Form selector User Manual v0 90 Page 114 The Consumer Complaint Register CCR Serbia End of Document User Manual v0 90 Page 115
45. alnt City Responsible Body Ministry Call Centre Country Serbia Telephone Fax Email Web Site OK Cancel Enquiry Complaint Cancel PDF EF O x If your decision was that it was a Complaint then the Status of the Document changed to CR Closed Complaint Sent to CHB and now you will have to decide to which Complaint Handling Body you will Transfer the Complaint Case for further Handling K CCR Mozilla Firefo Transfer Case x amp Ministry Complaint Handling Body Sector of Market Inspection MFITT gt Sector of Market Inspection Department for General Supervision MFITT J Association of Consumers in Serbia APOS gt Republican Union of Consumers 2 Consumer Organization Kragujevac National Consumer Organization of Serbia NOPS OK Cancel When a Request is evaluated as a Consumer Complaint Case at a CCP then the Consultant has to Transfer the Complaint Case to a CHB for further handling In this case the CCR takes two actions User Manual v0 90 Page 76 The Consumer Complaint Register CCR Serbia 1 Closes the Case and stores the Document at the level of the CCP with a Status CR Closed Complaint Sent to CHB solely for Administrative Reporting and Statistics 2 Creates a clone of the Document with a Status CR Open Validation which is auto matically allocated to the selected CHB for further Handling see section 7 2 Analys ing Requests and Handling Complaint E
46. andle Reguests and Cases allocated to him her view Reguests or Cases allocated to other Consultants in the same Unit access his her User Profile as well as an On line User Manual and Log Off the system when done My Workspace v Help v Reguests gt New Complaint Enquiry Cases gt My Requests Closed Cases All Open My Account Log Off My Workspace v Help v Reguests Complaint Enquiry Cases P My Cases Closed Cases b All Open My Account b Log Off Slavko Mitrovic 04 09 2013 ajoj User Manual v0 90 Page 17 The Consumer Complaint Register CCR Serbia Closed Cases Update Courts Decisions My Account a All Closed Cases Log Off Slavko Mitrovic 04 09 2013 01 My Account User Profile Slavko Mitrovic 04 09 2013 Bio ls User Manual v0 90 Page 18 The Consumer Complaint Register CCR Serbia 192 168 1 129 cer main asp My Workspace v Help On Line Help About Slavko Mitrovic 04 09 2013 01 User Manual v0 90 Page 19 The Consumer Complaint Register CCR Serbia 2 3 3 The Workspace of a CHB Manager Consultant The Workspace of a Manager Consultant in a Complaint Handling Body provides access to a specific set of functions of the CCR via the Menu Items available to this Role as shown in the screenshots below In general the functions available to the Manager Consultant are a combination of the ones available to the Manager and t
47. ated who may thus access it for handling This again is accom plished in one of the following two ways a The Document is assigned when at the stage of an un assigned Request or re assigned at any stage of its life as an Open DocumentO to a Consultant by the Manager of the Body where it is Allocated as further detailed in section 0 User Manual v0 90 Page 34 The Consumer Complaint Register CCR Serbia b Managing Consumer Requests and Cases c The Document has been initiated as a Consumer Request by the specific Con sultant in which case the system automatically assigns it in the responsibility of the specific Consultant The abovementioned structure forms the criteria on the basis of which Documents are ac cessed and treated by the Users in the CCR User Manual v0 90 Page 35 The Consumer Complaint Register CCR Serbia 4 SUBMITTING CONSUMER REQUESTS There are two main channels and in total four ways through which consumers may submit Consumer Requests in the CCR see diagram below The first channel is the network of Bodies involved in the operation of the CCR that consists of three types of such Bodies e the Consumer Contact Points 1 e the Ministry run Call Centre e the Complaint Handling Bodies i e Consumer Advice Centres Consumer Organisa tions or public institutions such as the Market Inspectorate etc and e the Amicable Dispute Resolution Bodies i e Mediation Centres etc The submission of a Ne
48. atically by the system or by decision of the Responsible Consultant Edit Reguest General Info Bodies Incident Complaint Enguiry Case History Date Time Status User Message 8 9 2013 10 20 CR Open Validation ccpBcOn Valid Fake Cancel PDF Tamara Radanovic 08 09 2013 s o x User Manual v0 90 Page 70 The Consumer Complaint Register CCR Serbia 7 ANALYSING AND HANDLING CONSUMER REQUESTS AND CASES The Analysis and Handling of Requests and Cases in the CCR is realised via an integrated workflow module that follows the relevant procedures The process is accessible solely by Consultants of a CCP a CHB or an ADR accordingly and is strictly driven by the applica tion to guide the Consultant through from the start of a procedure to its very end To follow the process the set of options available when a decision has to be made or an action has to be taken are accessible to the Consultant in the form of a set of Option Buttons that lay on the lower part of the Document Window Next to the Option Buttons one may also locate two more buttons whose role is rather differ ent yet important 1 Cancel which if selected will close the Document Window 2 PDF which if selected will produce a PDF document with the full set of details of the Request or Case at the time of creation 7 1 Analysing Requests and Handling Enquiry Cases in a CCP Consumer Contact Points CCP have the competency to 1 Analyse a Request and identify
49. ccr main asp My Workspace Data Analysis Help v Administrative Reports x Criteria Date From 01 01 2012 3 Date To 31 12 2012 a Statistics Total Number of Complaints Enquiries Per Complaint Handling Body v Form vil Table Histogram Curve Pie OK Super Visor 08 09 2013 gox If you select to display the Report in the form of tables you may also determine whether you need columns with sub totals per quarter and or six month periods and or year User Manual v0 90 Page 95 The Consumer Complaint Register CCR Serbia CCR Mozilla Firefo localhost ccr main asp My Workspace Data Analysis Help v Administrative Reports x Criteria Date From 01 01 2012 a Date To 31 12 2012 s Statistics Total Number of Complaints Enquiries Per Complaint Handling Body i Form Table Trimester E Semester Yearly VI OK Super Visor 08 09 2013 6x 9 2 Presentation of Reports The result of produced Report is presented in a new Presentation Window 9 2 1 Reporting in Tables A sample Report presented in the Form of Table is shown below localhost ccr main asp My Workspace v Data Analysis Help v Total Number of Complaints Enquiries Per Complaint Handling Body 01 01 2012 31 12 2012 x B Export 2012 01 201202 201203 201204 201205 2012 06 2012 07 2012 08 2012 09 201240 2012 11 2012 12 Yearly x1 479 207 468 166 390 301 157 256 214 377 254
50. cess rights to a Document in this list will allow you to View Print and Amend it if the Case has been assigned to your responsibility for Handling otherwise your access will be limited to only View or Print the document To Review or to proceed in Handling a Case see further details in sections 6 Reviewing Re guests amp Cases and 7 Analysing and Handling Consumer Requests and Cases accordingly User Manual v0 90 Page 59 The Consumer Complaint Register CCR Serbia 5 3 Dispute Cases 5 3 1 My Cases On the Menu select My Workspace Dispute Cases My Cases localhost ccr main esp My Workspace v Help v Reguests b Dispute Cases di My Cases Closed Cases P All Open My Account P Log Off localhost ccr main asp 3 E 0O1 This opens the application window My Cases which lists all Dispute Cases assigned to your responsibility for handling localhost ccr main asp My Workspace Help v My Cases Complaint Enguiry x Date Time Reference Number Current Status Consultant 9 9 2013 23 20 1309090008 CCC Open Validation Slavko Slavko Mitrovic 09 09 2013 ojx You may then double click on an entry in the list to open the Case User Manual v0 90 Page 60 The Consumer Complaint Register CCR Serbia md localhost ccr main asp My Workspace Help v Edit Request General Info Bodies Incident Complaint Enquiry Case History Summary Details of the Consumer Details o
51. erved CCR Mozilla Firefo localhost ccr main asp My Workspace v Help v Edit Request General Info Bodies Reference Number Date of Submission Time of Submission Reason For Contact Current Status 1309090002 09 09 2013 10 46 Please Select w CEC Open Idle Responsible Consultant Tamara Responsible Body Ministry Call Centre Name Zoran Last Name Address Post Code City Advise Message The Consumer was contacted for Advice on the issue OK Cancel Details of the Provider Title of Company Mobde Phone Company Type of Business Contact Person Function Address Post Code City Country Serbia v Telephone Fax Email Web Site Hil O x In either case you will have to fill in a short note with your arguments and hit OK to confirm your decision User Manual v0 90 Page 80 The Consumer Complaint Register CCR Serbia CCR Mola Frei localhost ccr main asp My Workspace v Help v Edit Request General Info Bodies Summary Reference Number Date of Submission Time of Submission Reason For Contact Current Status Incident 1309090002 09 09 2013 10 46 Please Select w CEC Open Initiated Responsible Consultant Tamara Responsible Body Ministry Call Centre Complaint Enquiry Case History Details of the Consumer Name Zoran Last Name Address Post Code City Close CEC Message
52. ese functions allow the Manager of an ADR to access and manage Reguests and Cases of his her Unit prepare local Reports and Statistics access his her User Profile as well as an On line User Manual and Log Off the system when done My Workspace v Data Analysis v Help v Requests Manage Dispute Cases P Closed Cases My Account Log Off My Workspace v Data Analysis Help v Reguests b Dispute Cases P Manage Cases Closed Cases My Account P Log Off User Manual v0 90 Page 23 The Consumer Complaint Register CCR Serbia CR 192 168 1 129 cer main asp Ivana Mic 04 09 2013 u61 My Account gt User Profile 192 168 1 129 ccr main aspi Si o User Manual v0 90 Page 24 The Consumer Complaint Register CCR Serbia Administrative Reports Statistics Ivana Miic 04 09 2013 u61 Ivana Mic 04 09 2013 18 K User Manual v0 90 Page 25 The Consumer Complaint Register CCR Serbia 2 4 2 The Workspace of an ADR Consultant The Workspace of a Consultant in an Amicable Dispute Resolution Body provides access to a specific set of functions of the CCR via the Menu Items available to this Role as shown in the screenshots below In general these functions allow the Consultant of an ADR to submit New Consumer Re guests access and handle Reguests and Cases allocated to him her view Reguests or Cases allocated to other Consultants in the same Unit access hi
53. f the Consumer Details of the Provider Reference Number 1309090008 Name Title of Company Date of Submission 09 09 2013 Last Name Type of Business Time of Submission 21 40 PN Contac Peraire Reason For Contact Please Selec v Post Code Function _ City i Address Current Status CR Closed Fake Re Open Request Message Post Code pe Etne Slama This Request must reopen due to Responsible Body Ministry Complaint Handling Body Country Serbia Telephone Fax Email Web Site OK Cancel Re Open Request Cancel PDF Slavko Mitrovic 09 09 2013 o Fill in the arguments that justify the reason for reopening the Request or Case and hit OK to confirm your decision localhost ccr main asp My Workspace v Data Analysis Help v Edit Reguest General Info Bodies Incident Complaint Enquiry Case History Summary Details of the Consumer Details of the Provider Reference Number 1309090001 Name Title of Company Date of Submission 09 09 2013 Last Name Type of Business TENG Address Contact Person Reason For Contact Please Select v Post Code Function City Address Current Status CR Open Validation Country Serbi na Post Code Responsible Consultant Zdravko Telephone City Responsible Body Ministry Complaint Handling Body Email Country Serbia v Relationship With the Telephone Involved Person Fax Email Web Site Manage Cancel PDF Andjeliko Spacic 09 09 2013 jox
54. f the Provider Reference Number 1309090008 Name Title of Company Date of Submission 09 09 2013 Last Name Type of Business ae Address Contact Person Reason For Contact Please Select v Post Code Function City Address Current Status CCC Open Validation Country Saba Post Code Responsible Consultant Slavko Telephone City Responsible Body Ministry Complaint Handling Body Email Country Serbia v Relationship With the Telephone Involved Person Fax Email Web Site Valid CCC Invalid CCC Cancel PDF Slavko Mitrovic 09 09 2013 Sox Your access rights to these Documents will allow you to View Print and Amend them as re quired To Review or to proceed in Handling a Case see further details in sections 6 Reviewing Re quests amp Cases and 7 Analysing and Handling Consumer Requests and Cases accordingly 5 3 2 All Open On the Menu select My Workspace Dispute Cases All Open nm AG ar localhost ccr main asp My Workspace v Help v Reguests b Dispute Cases My Cases Closed Cases All Open My Account gt Log Off localhost ccr main asp 3 a o This opens the application window All Open Cases which lists all the Open Dispute Cases in your Body whether you are responsible for their handling or not User Manual v0 90 Page 61 The Consumer Complaint Register CCR Serbia localhost ccr main asp My Workspace v Help v All Open x Date Time Reference Number Current Status
55. fo localhost ccr main asp My Workspace v Data Analysis Help v Total Number of Complaints Enguiries Per Complaint Handling Body 01 01 2012 31 12 2012 x x6 i Curve ME 500 450 400 350 300 250 200 150 100 N ov N ou ov ov ov ov ov N ov ov de lt lt i 2 O o o o o o o O o o O O ou N N N ou N N N N N N ou ov ca w co e2 o z ov o o o o o emi o o o q Super Visor 08 09 2013 6 4 For more convenience a pop down selector is available so that you can change the Form of Presentation from within the Presentation Window to choose the most appropriate view for the specific Report fast and easy CCR A ill Firefo localhost cct main asp My Workspace v Data Analysis v Help v Total Number of Complaints Enguiries Per Complaint Handling Body 01 01 2012 31 12 2012 x x6 ve zu 500 Histogram 450 400 350 300 250 200 150 100 ou ov ov ov ov ov ov ov ov N ov N o o o o o o o o o o o o N N N N N N N N N N N N N se LO o a o ci o o O o o o o o o Super Visor 08 09 2013 o x The produced result may be exported to a file using the disk icon next to the Form selector User Manual v0 90 Page 100 The Consumer Complaint Register CCR Serbia 9 2 4 Reporting in the Form of Pies A sample Report presented in the Form of a Pie is shown below By
56. he Consultant of a CHB In other words the Manag er Consultant can use the system to play any of these two Roles amp 192 168 1 129 cct main asp My Workspace v Data Analysis Help v Requests b New Complaint Enquiry Cases gt My Requests Closed Cases All Open My Account b Manage Log Off Zdravko Miloshevic 04 03 2013 y EI J ozilla rireto 192 168 1 129 ccr main asp My Workspace v Data Analysis Help v Requests b Complaint Enquiry Cases P My Cases Closed Cases b All Open My Account Manage Cases Log Off Zdravko Miloshevic 04 03 2013 User Manual v0 90 aox Page 20 The Consumer Complaint Register CCR Serbia CR 4 192 168 1 129 ccr main asp Zdravko Miloshevic 04 09 2013 alo My Account User Profile Log Off I Zdravko Miloshevic 04 03 2013 18 x User Manual v0 90 Page 21 The Consumer Complaint Register CCR Serbia Administrative Reports Statistics Zdravko Miloshevic 04 09 2013 alo Zdravko Miloshevic 04 03 2013 18 K User Manual v0 90 Page 22 The Consumer Complaint Register CCR Serbia 2 4 Users in an Amicable Dispute Resolution Body ADR 2 4 1 The Workspace of an ADR Manager The Workspace of a Manager in an Amicable Dispute Resolution Body provides access to a specific set of functions of the CCR via the Menu Items available to this Role as shown in the screenshots below In general th
57. her words the Manag er Consultant can use the system to play any of these two Roles amp 192 168 1 129 ccr main asp My Workspace v Data Analysis Help v Requests b New Complaint Enquiry Cases P My Requests Closed Cases All Open My Account Manage Log Off Svetlana Jovanovic 04 09 2013 Sox EI ozilla rireto 192 168 1 129 ccr main asp My Workspace v Data Analysis Help v Requests Complaint Enquiry Cases P My Cases Closed Cases b All Open My Account Manage Cases Log Off Svetlana Jovanovic 04 09 2013 lioz User Manual v0 90 Page 11 The Consumer Complaint Register CCR Serbia CR 192 168 1 129 ccr main asp Svetlana Jovanovic 04 09 2013 o x My Account User Profile Log Off T Svetlana Jovanovic 04 09 2013 Bio ls User Manual v0 90 Page 12 The Consumer Complaint Register CCR Serbia Administrative Reports Statistics Svetlana Jovanovic 04 09 2013 o x Svetlana Jovanovic 04 09 2013 Bio ls User Manual v0 90 Page 13 The Consumer Complaint Register CCR Serbia 2 3 Users in a Complaint Handling Body CHB 2 3 1 The Workspace of a CHB Manager The Workspace of a Manager in a Complaint Handling Body provides access to a specific set of functions of the CCR via the Menu Items available to this Role as shown in the screenshots below In general these functions allow the Manager of a CHB to
58. ic steps through which it will take you in this process Request Form Wizard Please start by telling us what is the reason for which you are contacting us Ifeel that my rights as a consumer have been violated and want to file a complain about a specific issue Ijust need specific advice and support as a consumer Please select what best describes the subject of your request My request is about a Specific Product My request is about a Specific Service My request is about Products Services in general Idon t know the exact subject of my request Previous Skip Next Save Submit Sox Tamara Radanovic 08 09 2013 There are three questions to be answered in this page the two first being in one group User Manual v0 90 Page 37 The Consumer Complaint Register CCR Serbia localhost ccr main asp My Workspace v Help v Request Form Wizard Please start by telling us what is the reason for which you are contacting us 6 Ifeel that my rights as a consumer have been violated and want to file a complain about a specific issue What best describes the incident Icontacted or was contacted by a Trader but have not yet purchased a Product Service Ihave purchased a Product Service Ijust need specific advice and support as a consumer Please select what best describes the subject of your request My request is about a Specific Product My request is about a Specific Service My reque
59. ions of data 1 Details of the Complaint Enquiry 2 Other Information and 3 Supporting Documents CCR Mozilla F 2 ell localhost ccr main asp My Workspace v Help v Edit Request General Info Bodies Incident Complaint Enguiry Case History r Complaint Enguiry 7 po Supporting Documents Type of Complaint Price Tanff z Relative Documents Invoices Receipts etc Tanff transparency unclear complex v No Ba selected Legal Issue Involved The price tariff indication was unreadable not easily identifiable unclear or confusing v Document Name Document Description File Name Receipt pdf 1068 pdf Xx Value of the Loss Amount integer two decimal points e g 10 50 v Value 10000 RSD v Consumer Reguest Refunding of the price paid in total v r Other Information Ihave already reported this Complaint Enquiry to the manufacturer s or the retail store s Date 15 05 2013 How did you become aware of the Consumer Complaints Register Consumer Association v Valid Fake Cancel PDF Tamara Radanovic 08 09 2013 S MB User Manual v0 90 Page 69 The Consumer Complaint Register CCR Serbia 6 5 Tab History The Tab History comprises of a single section that presents a list with the history of events related to the Request Case Entries in the list are created dynamically throughout the Docu ment lifecycle whenever a change of status of the Document occurs either autom
60. is process as further detailed in section 4 1 1 Identifying the Context of the Request The Consumer Complaint Register Please start by telling us what is the reason for which you are contacting us Ifeel that my rights as a consumer have been violated and want to file a complain about a specific issue Ijust need specific advice and support as a consumer Please select what best describes the subject of your reguest My request is about a Specific Product My request is about a Specific Service My request is about Products Services in general I don t know the exact subject of my request m Previous Skip Next Preview Submit 4 2 2 Filling in the Complaint Enquiry Form When the basic information is provided the Consumer may proceed to filling in the details of his her Reguest eb localhost ccr web C B Google P 6 The Consumer Complaint Register mm Please tell us about the Product Service that is the reason you are contacting us Description of the Product Service TVSet Brand Optimum Model Type Bright mage F Preview Submit 5 The number of steps to follow and specific further information that the Consumer will be re guested to fill in varies in accordance to the complexity and identity of the specific Reguest as further detailed in section 4 1 2 Filling in the Complaint Enquiry Form User Manual v0 90 Page 51 The Consumer Co
61. itle of Company Mobde Phone Company Date of Submission 09 09 2013 Last Name Type of Business Time of Submission 10 46 Address Contact Person Reason For Contact Please Select v Post Code Function City Address Current Status CR Open Validation Country Serbi Post Code Responsible Consultant Tamara Telephone City Responsible Body Ministry Call Centre Email Country Serbia v Relationship With the Telephone Involved Person Fax Email Web Site Valid Fake Cancel PDF Tamara Radanovic 09 09 2013 Ci o x If your analysis proved that the Request is valid then click on Option Button Valid to proceed Otherwise if it seems to be a farce or any kind of error document click on Option Button Fake In either case you will have to fill in short note with your arguments and hit OK to confirm your decision User Manual v0 90 Page 72 The Consumer Complaint Register CCR Serbia localhost cct main asp My Workspace v Help v Edit Request General Info Bodies Incident Summary Reference Number 1309090002 Date of Submission 09 09 2013 Time of Submission 10 46 Reason For Contact Please Select w Current Status CR Open Validation Responsible Consultant Tamara Responsible Body Ministry Call Centre Tamara Radanovic 09 09 2013 Complaint Enquiry Case History Details of the Consumer Name Zoran Last Name Address Post Code City Valid Message Analysed and
62. ject of the Consumer Request and hit Next to continue or chose any of the other available actions User Manual v0 90 Page 40 The Consumer Complaint Register CCR Serbia Step Details about the transaction localhost ccr main asp My Workspace v Help v Request Form Wizard ln S We would like to ask you to take the time and provide us with some additional information about the Product Service Sector Information Postal services and electronic communications v If you do not see a category for the product or service you are complaining about please select Other and you will be able to describe the product or service related to your complaint Please make a selection Postal services 8 couriers Fixed telephone services Mobile telephone services Internet services Television services Other communication services Save Submit Tamara Radanovic 08 09 2013 localhost ccr main asp My Workspace v Help v Request Form Wizard Tell us about the transaction When did you Purchase the Product Service 01 05 2013 How much did you actually pay the company Amount integer two decimal points e g 10 50 10 000 RSD v Do not know Not applicable How did you pay the company Debit card Credit card Paper chegue paper based vouchers and paper based traveller s chegues Credit transfer Direct debit Electronic money Money remittance Pre paid cards Mobile
63. l Advise Cancel PDF i O x User Manual v0 90 Page 79 The Consumer Complaint Register CCR Serbia The Status of the Document is now CEC Open Initiated indicating that the handling of the Engutry is in progress sCCR Mozilla Firefo amp localhost ccr main asp My Workspace Help v Edit Request General Info Bodies Summary Reference Number Date of Submission Time of Submission Reason For Contact Current Status Responsible Consultant Responsible Body Tamara Radanovic 09 09 2013 Incident 1309090002 09 09 2013 10 46 Please Select w CEC Open Initiated Tamara Ministry Call Centre Complaint Enquiry Case History Details of the Consumer Name Zoran Last Name Address Post Code City Country Serbia Telephone Email Relationship With the Involved Person Advise Close CEC Cancel PDF Details of the Provider Title of Company Mob e Phone Company Type of Business Contact Person Function Address Post Code City Country Serbia v Telephone At this stage you have two options and two corresponding Option Buttons 1 Advice You proceed to further actions in contacting the Consumer for provision of complementary advice and or information as required When you hit Advice the Sta tus of the Document remains unchanged so this action may be repeated for as many times as necessary 2 Close CEC Close the Case when the Request has been s
64. l be required in the Consumers fur ther communication with the Complaint Handling Body that will handle the Request e Access to a downloadable electronic copy of the Request in PDF form for the Con sumer s reference and archive User Manual v0 90 Page 53 The Consumer Complaint Register CCR Serbia 5 ACCESSING REQUESTS amp CASES 5 1 Requests 5 1 1 My Requests On the Menu select My Workspace Requests My Requests Moz refo localhost ccr main asp My Workspace Help v Reguests New Complaint Enquiry Cases gt My Requests Closed Cases b All Open My Account Log Off localhost ccr main asp 2013 o This opens the application window My Requests which lists all the Consumer Requests as signed to your responsibility for handling CCR Mozilla Firefo localhost ccr main asp My Workspace Help v My Reguests x Date Time Reference Number Current Status Consultant 8 9 2013 10 20 1309080001 CR Open Validation Tamara Tamara Radanovic 08 09 2013 lox You may then double click on an entry in the list to open the Request User Manual v0 90 Page 54 The Consumer Complaint Register CCR Serbia amp localhost ccr main asp My Workspace v Help v Edit Request General Info Bodies Incident Complaint Enquiry Case History Summary Details of the Consumer Details of the Provider Reference Number 1309080001 Name Zoran Title of Company Mobile Phone
65. ly in the frame of their cooperation in the CCR User Manual v0 90 Page I The Consumer Complaint Register CCR Serbia User Manual v0 90 Page 2 The Consumer Complaint Register CCR Serbia 2 THE WORKSPACE 2 1 Overall 2 1 1 Logging in Access to the main system is via an Authentication Mechanism Thus the User is required to provide an ID and a Password in order to login and access the system functions and data CCR User Name Password Forgot your password User Manual v0 90 Page 3 The Consumer Complaint Register CCR Serbia 2 1 2 Password Reminder The system provides a Password Reminder function to confront cases when a User has forgot ten his her password On the Log in Screen click on Did you forget your passord The system will display the Password Reminder Screen CCR Password Reminder Please enter your User Name and click Next to continue User Name ccpBm31 Cancel Next gt gt Fill in your Login ID and hit Next CCR Password Reminder Your password has been sent to your email Please check your mailbox The system will email your Password to the email address stored in your Profile User Manual v0 90 Page 4 The Consumer Complaint Register CCR Serbia 2 2 Users in a Consumer Contact Point CCP 2 2 1 The Workspace of a CCP Manager The Workspace of a Manager in a Consumer Contact Point provides access to a specific set of functions of the CCR via the
66. mail SK Web Site valid Fake Cancel PDF R E 0O1 Hit OK to close the dialogue box You can now access the details for the Request amend them as necessary and probably pro ceed to handling the Request Edit Request General Info Bodies Incident Complaint Enquiry Case History Summary Details of the Consumer r Details of the Provider Reference Number 1309080001 Name Zoran Title of Company Mob e Phone Company Date of Submission 08 09 2013 Last Name Radovic Type of Business er Address Kralja Aleksandra 385 Contact Person Reason For Contact Please Select w Post Code Function City Belgrade Address Current Status CR Open Validation Country r 7 Post Code Responsible Consultant Tamara Telephone 1234567 City Responsible Body Ministry Call Centre Email emai email com Country Serbia v Relationship With the Telephone Involved Person Fax Email Web Site Valid Fake Cancel PDF Tamara Radanovic 08 09 2013 S1 01 User Manual v0 90 Page 49 The Consumer Complaint Register CCR Serbia 4 2 New Reguest via the Public Site The CCR is accessible to all consumers via the Application Public Site hosted on the Internet Access to the Public Site is open in other words no authentication is required for a Consumer to submit a Reguest The introductory page welcomes the Consumer informs about the scope of the system and provides brief instructions of its use CCR Mozilla Fire
67. mplaint Register CCR Serbia 4 2 3 Completion of the Wizard and Storage of Request The final step of the Wizard on the Public Site provides the Consumer with a list of Com plaint Handling Bodies CHB where the Request may be submitted COR Mozilla Fire File Edit View History Bookmarks Tools Help o isCCR localhost ccr web Y Cc B Google 2 1 6 The Consumer Complaint Register RON II II NI A CI A CI A A IN eee You may now select the Complaint Handling Body where to submit your Reguest Click on the name of a Complaint Handling Body to see its contact details Ministry Complaint Handling Body Consumer Organisation Consumer Advice Centre Belgrade Consumer Advice Centre Novi Sad Consumer Advice Centre Jagodina Consumer Advice Centre Nis Next Submit Previous Skip The details of a CHB are accessible by clicking on the name of the specific Body File Edit View History Bookmarks Tools Help f CCR amp localhost ccr web wve B Google 2 1 6 You may now select the Complaint Handling Body where to submit your Reguest Click on the name of a Complaint Handling Body to see its contact details Ministry Complaint Handling Body Denomination Ministry Complaint Handling Body ContactPerson Function Address Location Belgrade Belgrade Serbia Telephone Fax Email WebSite vevew mtt gov rs Consumer Organisati
68. nd easy My Workspace Data Analysis Help v Number of Enquiries per Advertising Method 01 01 2012 31 12 2012 X N N N N N N N N N T q o o o o o o o o o N N N N N N N N N q N o lO o co a o o o o o o o o o Super Visor 08 09 2013 jox The produced result may be exported to a file using the disk icon next to the Form selector User Manual v0 90 Page 110 The Consumer Complaint Register CCR Serbia 10 2 3 Statistics in Curved Lines A sample of Statistics presented in the Form of a Curve is shown below By default the Curve represents the number of Reguests Cases per selected criteria For ex ample the image below displays the total number of Enquiries per Advertising Method ireto localhost ccr main asp My Workspace v Data Analysis Help v Super Visor 08 03 2013 Number of Enguiries per Advertising Method 01 01 2012 31 12 2012 v Curve v H 4000 3600 3200 2800 2400 2000 1600 1200 800 400 ajo At this point you may use the pop down selector to choose a specific Advertising Method to quickly and easy produce statistics that present in a Curve the number of Enquiries for the specific Advertising Method see below My Workspace Data Analysis Help v Super Visor 08 09 2013 User Manual v0 90 Number of Enquiries per Advertising Method 01 01 2012 31 12 2012
69. nde Josie 67 o TONN 68 7 ANALYSING AND HANDLING CONSUMER REQUESTS AND CASES eeeesssvsvvsssssnnnnnnnnnnnnnneee 69 7 1 Analysing Requests and Handling Enquiry Cases in a CCP 69 zbal Anas ne RE 69 FELEL NOT ne REGUCS nes 69 zabeli BAARD 12 AELS Valadationvor the Enquiry Cape 74 pel Hades FIN GSE 16 7 2 Analysing Requests and Handling Complaint Enquiry Cases in a CHB 19 TT As REE 19 42 2 Handtine F L 79 4 2 5 Handimo Complaint Cases ens tonene a n SET 79 7 3 Analysing Requests and Handling Dispute Cases in ADRS 80 D AMTS REG 80 152 Handiine DYTT Spee GRS 80 8 MANAGING CONSUMER REQUESTS AND CASES seesevvvvvvnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnne 81 8 1 Assigning Reassigning Requests rrrrnrrnnnnrnnnnernrnnrnnnerernnrrnnnernrnerrnnnerernernsnnernnnesennn 81 8 2 ASSieming Reassiening Cases ve ea one k oa AA RN ae lea ija 84 8 3 Re Opening Closed Requests or Cases rrrrrnnnrrnnnnrrnnnerernnrrnnnernrnerrnnnerernernrnnernnnesernn 86 9 ADMINISTRATIVE REPORTING iscsisssccccascessassaccsacansecesseasetscdesecessseseedsasesseasadeesedssssadceesess 89 91 Detinine th Criteria or Reporima Lus vass sake ee SUNN GT 91 User Manual v0 90 Page ii The Consumer Complaint Register CCR Serbia U2 FMRI Ne 93 AL Repin nib S aaa ote rta edule a dio bedne oo ee ae eo oe aaa 93 9 2 2 Reporting in the Form of Columns rorrrnnn
70. nquiry Cases in a CHB At the stage of creation and transfer of the clone Document to the CHB the two Documents are identical in terms of data and history There are only two exceptions regarding the Docu ments Properties 1 They have different Statuses as explained above 2 They Responsible Bodies for the two documents and therefore the Bodies that can ac cess and further treat each one of them are also different Although their initial data and history is common after the creation of the clone Document and its transfer to the CHB each one of the two Documents will have their own independent future You may access the Closed Case as detailed in section 5 Accessing Requests amp Cases You may re Open the Closed Case as detailed in section 8 Managing Consumer Requests and Cases 7 1 1 3 Validation of the Enquiry Case Proceeding with the Analysis of the Consumer Enquiry Case CEC you will have to decide whether it is 1 A Valid CEC or 2 An Invalid CEC General Info Bodies Incident Complaint Enquiry Case History Summary Details of the Consumer Details of the Provider Reference Number 1309090002 Name Zoran Title of Company Mobile Phone Company Date of Submission 09 09 2013 Last Name Time of Submission 10 46 Type of Business Address Contact Person Reason For Contact Please Select v Post Code Function City Address Current Status CEC Open Validation Canby Sabie 5 nad take Responsible Consultant
71. nrnrnnrrnnnervrnnrrnnnernnnernrnnernrnernrnnernnnesennn 94 9 2 3 Reporting in the Form of Curved Lines rrrrnrnrrrnnnrrvvnnrnnnnernrnernnnnerernernnnnernnnenennn 96 24 R r nn Form or Pies arrea ae ne ee a ea a ah la ana 98 10 STATISTICS see 101 10 1 Defining the Criteria for Statistics cians accede eden deo e deva v 103 102 Presem a ONO SANS 105 VE SST NN 105 1022 SAS OM Herder 106 1023 snevre 108 V224 A EO OTA O V ET A 110 User Manual v0 90 Page ili The Consumer Complaint Register CCR Serbia 1 INTRODUCTION The Consumer Complaint Register CCR as an application is the IT Platform that supports the operation of the CCR as a system The application is a centralised information system that provides the platform for e The registration of Consumer Requests and maintaining of common databases at Na tional Level e Handling of Consumer Enquiries Complaints as well as Consumer Disputes utilising a unified platform e Analysis of Data for Administrative Reporting and Policy Making Statistics on the basis of nation wide data accessible to a variety of Users in public and or private in stitutions e Direct and full compatibility with the European Consumer Complaint Registration System ECCRS to which it can export data on a yearly basis e The maintenance of a historic Archive of information The information system also puts in place a nation wide structured network of Bodies allow ing them to interact electronical
72. nt Re assignment Using the pop down selector chose the Consultant to which you wish to assign or re assign the Request and hit OK to confirm your decision s a result the dialogue box and the Docu ment Window will close to reveal the application window Manage Requests that is still un derneath On the application window Manage Requests you may now see that the Responsible Consult ant for the Request you worked with has been set to or changed to the Consultant of your choice amp CCR Mozilla Firefo localhost cct main asp My Workspace v Data Analysis v Help v Manage x Date Time Reference Number Current Status Consultant 9 9 2013 10 12 1309090001 CR Open Validation Zdravko Andjeliko Spacic 09 09 2013 S x x User Manual v0 90 Page 86 The Consumer Complaint Register CCR Serbia 8 2 Assigning Reassigning Cases On the Menu select My Workspace Complaint Enquiry Cases Manage Cases My Workspace v Data Analysis Help v Requests b Complaint Enquiry Cases P Manage Cases Closed Cases b My Account Log Off amp 01 localhost ccr main asp 013 This will open the application window Manage Cases You may note that the far right column in the window refers to the name of the Responsible Consultant for each Request If a name is missing on this column for a specific Case this means that the Case is new and has not yet been assigned to a Consultant V C
73. nt Statul Zdravko Responsible C Responsible B This will in turn open the dialogue box Assignment Re assignment Using the pop down selector chose the Consultant to which you wish to assign or re assign the Case and hit OK to confirm your decision s a result the dialogue box and the Document Window will close to reveal the application window Manage Cases that is still underneath On the application window Manage Cases you may now see that the Responsible Consultant for the Case you worked with has been set to or changed to the Consultant of your choice User Manual v0 90 Page 88 The Consumer Complaint Register CCR Serbia ol localhost cct main asp My Workspace v Data Analysis Help v Manage Cases Complaint Enquiry x Date Time Reference Number Current Status Consultant 9 9 2013 18 54 1309090005 CCC Open Validation mchbBmancon1 Andjeliko Spacic 09 09 2013 Sox 8 3 Re Opening Closed Requests or Cases On the Menu select My Workspace Closed Requests Cases Reopen Requests Cases localhost cct main asp My Workspace v Data Analysis Help v Requests b Complaint Enquiry Cases gt Closed Cases Update Courts Decisions My Account All Closed Cases Log Off localhost ccr main asp 013 amp 01 This will open the application window Reopen Closed Requests Cases User Manual v0 90 Page 89 The Consumer Complaint Register CCR Serbia ol
74. nt in Columns the number of Com plaints Enquiries for the specific Complaint Handling Body see below COR Mozi la localhost ccr main asp My Workspace v Data Analysis Help v Total Number of Complaints Enquiries Per Complaint Handling Body 01 01 2012 31 12 2012 i Histogram x UH xi x2 x3 x4 x5 x6 x7 x8 x 2 z 2 2 Super Visor 08 09 2013 Sox X x1 x2 x3 User Manual v0 90 Page 97 The Consumer Complaint Register CCR Serbia In this case the Columns represent the number of Complaints Enquiries per month amp localhost ccr main asp My Workspace Data Analysis Help v X Total Number of Complaints Enquiries Per Complaint Handling Body 01 01 2012 31 12 2012 kel v Histogram v H 01 2012 02 2012 03 2012 04 2012 05 2012 06 2012 07 2012 08 2012 09 2012 10 2012 11 2012 12 2012 Super Visor 08 09 2013 E1 01 For more convenience a pop down selector is available so that you can change the Form of Presentation from within the Presentation Window to choose the most appropriate view for the specific Report fast and easy V CCR Mozilla amp localhost ccr main asp My Workspace Data Analysis Help v X Total Number of Complaints Enquiries Per Complaint Handling Body 01 01 2012 31 12 2012 Super Visor 08 09 2013 jox 03 2012 04 2012 05
75. ocated or Transferred throughout the lifecycle of the document see also 7 Analysing and Handling Consumer Requests and Cases Edit Request General Info Bodies Incident Complaint Enquiry Case History Ministry Call Centre Body Type CCP Denomination Ministry Call Centre Contact Person Function Address City Belgrade Country Serbia Telephone Fax Email Web Site http localhost car main asp Valid Tamara Radanovic 08 09 2013 User Manual v0 90 PDF dm Page 68 The Consumer Complaint Register CCR Serbia 6 3 Tab Incident The Tab Incident comprises the following sections of data 1 Product Description and 2 Details of the Transaction CCR Mozilla F Oo localhost ccr main asp My Workspace v Help v Edit Request General Info Bodies Incident Complaint Enquiry Case History Decription Transaction Decription Prepaid Card for Mobile Phone Advertising Method Brand MobiFon Not applicable Model Type Unlmited Texts Selling Method Sector Info IP soes and lt a Face to face Premises where the transaction took place including shops v Moba Retail chain store v Date of Purchase 01 05 2013 Price Paid Amount integer two decimal points e g 10 50 v Value 10000 RSD v Means Of Payment Cash Valid Fake Cancel PDF Tamara Radanovic 08 09 2013 ojx 6 4 Tab Complaint Enquiry The Tab Complaint Enquiry comprises the following sect
76. of the Consumer Details of the Provider Reference Number 1309090007 Name Title of Company Date of Submission 09 09 2013 Last Name Type of Business Time of Submission 20 06 Address Contact Person Reason For Contact Please Select w Post Code Function City Address Current Status CEC Open Validation Invalid CEC Message Post Code Responsible Consultant Tamara This is an invalid Enguiry Case City Responsible Body Ministry Call Centre Country Serbia Telephone Fax Email Web Site OK Cancel lid I d CEC PDF 5 O x If your decision was that it was an Invalid Enquiry then the new Status of the Document is CEC Closed Invalid and the Document is stored in the system solely for Administrative Reporting and Statistics User Manual v0 90 Page 78 The Consumer Complaint Register CCR Serbia You may access a Closed Enquiry Case as detailed in section 5 Accessing Requests amp Cases You may re Open a Closed Enguiry Case as detailed in section 8 Managing Consumer Re guests and Cases 7 1 2 Handling Enquiry Cases Once you have come up with a Valid Enquiry Case then you may proceed in Handling the Case accordingly You may analyse the context of the Enquiry collect relevant information if required and then provide the requested advice to the Consumer To register your action in the system hit the Option Button Advice COR Mozilla Firefo localhost ccr main asp My Workspace Help v
77. on Consumer Advice Centre Belgrade Consumer Advice Centre Novi Sad Consumer Advice Centre Jagodina Consumer Advice Centre Nis The Consumer may select the recipient of his her Complaint Request by clicking on the radio button next to the name of the desired Complaint Handling Body and hit Submit in order to Submit the Request User Manual v0 90 Page 52 The Consumer Complaint Register CCR Serbia CCR Mozilla Firefo File Edit View History Bookmarks Tools Help f CCR localhost ccr web C E Google 2 1 6 EE z ESPE pu The Consumer Complaint Register Thank you for trusting us The Reference Number of your Request is 1309080004 You may print a copy of your Request here Thank you for conducting us to submit your Request Your Request has been transferred to the Ministry Complaint Handling Body Please refer to the abovementioned Reference Number in any of your future contacts with the Complaint Handling Body regarding this Request m Feel free to visit us again and use this service if you encounter any other issues regarding your consumer rights when purchasing and or using consumer products in the future Submit Another Request Following the Submission of the Request the Wizard concludes by providing the Consumer with e confirmation of the successful submission of the Request e The Reference Number of the Request which wil
78. on Fax Email Web Site Valid CCC Invalid CCC Cancel PDF Slavko Mitrovic 09 09 2013 Sox Your access rights to these Documents will allow you to View Print and Amend them as re quired To Review or to proceed in Updating a Case see further details in sections 6 Reviewing Re quests amp Cases and 7 Analysing and Handling Consumer Requests and Cases accordingly 3 4 2 All Closed Cases On the Menu select My Workspace Closed Cases All Closed Cases illa Firefo localhost ccr main asp My Workspace v Help v Reguests b Complaint Enquiry Cases P Closed Cases Update Courts Decisions My Account P Al Closed Cases Log Off localhost ccr main asp 113 ox This opens the application window All Closed Cases which lists all the Closed Consumer Requests and Cases in your Body User Manual v0 90 Page 64 The Consumer Complaint Register CCR Serbia CCR Mozilla Firefo localhost ccr main asp My Workspace Help v All Closed Cases x Date Time Reference Number Current Status Consultant 9 9 2013 23 37 1309090008 CCC Closed Case Abandoned Slavko Slavko Mtrovic 09 09 2013 6 4 You may then double click on an entry in the list to open the Request or Case Edit Reguest General Info Bodies Incident Complaint Enguiry Case History Summary Details of the Consumer Details of the Provider Reference Number 1309090008 Name Title of Company
79. open the application window Administrative Reports which provides tools for the definition of the Period and Type of Report as well as for the selection of the Form for the Presentation of the results User Manual v0 90 Page 92 The Consumer Complaint Register CCR Serbia My Workspace v Data Analysis Help v Administrative Reports Criteria Date From Date To B Statistics Form S o x To produce the desired Report you will have to provide the following criteria 1 the Reporting Period 2 the Type of Report select amongst a set of predefined options and 3 the Form for Presentation for the Report select amongst a set of predefined options User Manual v0 90 Page 93 The Consumer Complaint Register CCR Serbia 9 1 Defining the Criteria for Reporting Click on the field next to the label Date From to enable the visual calendar tool in order to select the Start Date of the Reporting Period localhost ccr main asp ee My Workspace v Data Analysis Help v Administrative Reports Criteria Date From Date To Statistics Form localhost ccr main asp aox Click on the field next to the label Date To to enable the visual calendar tool in order to se lect the End Date of the Reporting Period localhost ccr main asp My Workspace v Data Analysis v Help v Administrative Reports Criteria Date From 01 01 2012 B Date To 31 12 201
80. payments e g SMS Other Do notknow Not applicable Tamara Radanovic 08 09 2013 Sox Fill in the details about the Date of Purchase of the Product or Service the amount paid 1f applicable and known and finally using the pop down selector chose the Method of Payment Hit Next to continue or chose any of the other available actions User Manual v0 90 Page 41 The Consumer Complaint Register CCR Serbia Step Supporting Documents CCR Mozilla Firefo 2 a X localhost ccr main asp My Workspace v Help v Request Form Wizard SS EP z MN If you have any documents Invoices Receipts Warranties Brochures etc which are related to the reason you are contacting us and you wish to upload you may do so using the tools below Browse No file selected Upload Document Name pocul amp File Up ad il GU gt Search Supporting Documents PD ME A E gt see z e Organize v New folder Be ov p r Favorites Name Date modified Type E Desktop T Receipt pdf 08 09 2013 10 08 Adobe Acrobat D Je Downloads User Manual pdf 08 09 2013 10 09 Adobe Acrobat D JE Recent Places Z Warranty pdf 08 09 2013 10 08 Adobe Acrobat D amp SkyDrive Ai Libraries ra Documents d Music l Pictures E Videos 2d Homegroup vi KARA File name Receipt pdf AlFiles v Tamara Radanovic 08 09 2013
81. presented in the Form of a Pie is shown below By default the slices of the Pie represent the number of Requests Cases per selected criteria For example the image below displays the total number of Enquiries per Advertising Method x My Workspace v Data Analysis Help v V CCR Mozilla Firefo eni localhost ccr main asp Number of Enquiries per Advertising Method 01 01 2012 31 12 2012 x v Pie v d Super Visor 08 09 2013 amp E 0O1 At this point you may use the pop down selector to choose a specific Advertising Method to quickly and easy produce statistics that present in a Pie the number of Enquiries for the spe cific specific Advertising Method see below COR Mozilla Firefo oh x amp localhost cct main asp My Workspace Data Analysis v Help v Number of Enguiries per Advertising Method 01 01 2012 31 12 2012 x v Pie x H x1 x2 x3 x4 x5 x6 x7 x8 x9 Super Visor 08 09 2013 lox User Manual v0 90 Page 113 The Consumer Complaint Register CCR Serbia In this case the slices of the Pie represent the number of Enquiries per month CCR Mozilla rea localhost cct main asp My Workspace v Data Analysis v Help v Super Visor 08 09 2013 Number of Enguiries per Advertising Method 01 01 2012 31 12 2012 v Pie u 6 For more convenience a pop down selector is avail
82. rkspace v Data Analysis Help v Number of Enquiries per Advertising Method 01 01 2012 31 12 2012 B Export 01 2012 022012 03 2012 04 2012 05 2012 06 2012 07 2012 08 2012 092012 10 2012 x1 479 207 468 166 390 301 157 256 214 377 x2 52 36 157 64 386 424 106 145 116 126 x3 384 23 12 222 228 284 118 231 78 220 x4 97 192 177 331 33 214 395 203 315 213 x5 281 265 348 75 8 128 420 33 25 304 x6 452 360 10 439 321 146 40 238 63 107 x7 153 449 326 362 124 343 331 136 329 497 x8 188 315 423 30 374 345 69 314 421 345 x9 122 388 94 142 232 128 82 365 418 231 Super Visor 08 09 2013 11 2012 254 101 149 185 339 229 412 359 296 12 2012 Yearly 290 208 169 272 439 471 399 3559 1921 2118 2627 2258 2733 3901 3654 2897 So Click on Export on top left of the application window to export the produced result to a file User Manual v0 90 Page 108 The Consumer Complaint Register CCR Serbia 10 2 2 Statistics in Columns A sample of Statistics presented in the Form of Columns is shown below By default the Columns represent the number of Reguests Cases per selected criteria For ex ample the image below displays the total number of Enquiries per Advertising Method COR Mozi a localhost ccr main asp My Workspace Data Analysis Help v Super Visor 08 09 2013 Number of Enquiries per Advertising Method 01 01 2012 31 12 2012 z Histogram ix H 4000 3600
83. s her User Profile as well as an On line User Manual and Log Off the system when done CCR Mozilla Firefo 192 168 1 129 ccr main asp My Workspace v Help v Reguests My Requests Dispute Cases P All Open Closed Cases gt My Account gt Log Off My Workspace v Help v Reguests a Pete Cones i My Canes Closed Cases P All Open My Account gt Log Off Lidija Pavlovic 04 09 2013 aox User Manual v0 90 Page 26 The Consumer Complaint Register CCR Serbia 192 168 1 129 ccr main asp l l amp 01 My Account gt User Profile Lidija Pavlovic 04 09 2013 Bio ls User Manual v0 90 Page 27 The Consumer Complaint Register CCR Serbia 192 168 1 129 cer main asp My Workspace v Help On Line Help About Lidija Pavlovic 04 09 2013 i 01 User Manual v0 90 Page 28 The Consumer Complaint Register CCR Serbia 2 4 3 The Workspace of an ADR Manager Consultant The Workspace of a Manager Consultant in an Amicable Dispute Resolution Body provides access to a specific set of functions of the CCR via the Menu Items available to this Role as shown in the screenshots below In general the functions available to the Manager Consultant are a combination of the ones available to the Manager and the Consultant of an ADR In other words the Manag er Consultant can use the system to play any of these two Roles CCR Mozilla Firef 192 168
84. sing all data stored in the system 4 Special External Users of the system who may produce Statistics accessing all data stored in the system On the Menu select Data Analysis Statistics My Workspace Data Analysis Help v Administrative Reports Statistics localhost ccr main asp aox This will open the application window Statistics which provides tools for the definition of the Period and Type of Statistics as well as for the selection of the Form for the Presentation of the results User Manual v0 90 Page 104 The Consumer Complaint Register CCR Serbia My Workspace v Data Analysis Help v Statistics Criteria Date From Date To B Statistics Form lox To produce the desired statistics you will have to provide the following criteria 1 the Period for which you require the production of statistics 2 the Type of statistics select amongst a set of predefined options and 3 the Form for Presentation of Statistics select amongst a set of predefined options User Manual v0 90 Page 105 The Consumer Complaint Register CCR Serbia 10 1 Defining the Criteria for Statistics Click on the field next to the label Date From to enable the visual calendar tool in order to select the Start Date of the Period for Statistics localhost cct main asp My Workspace v Data Analysis Help v Statistics Criteria Date From Date To Statistics Form Z
85. st is about Products Services in general Idon t know the exact subject of my request Ceme bm Tamara Radanovic 08 09 2013 lox Request Form Wizard Please start by telling us what is the reason for which you are contacting us Ifeel that my rights as a consumer have been violated and want to file a complain about a specific issue What best describes the incident Icontacted or was contacted by a Trader but have not yet purchased a Product Service 6 I have purchased a Product Service O Ijust need specific advice and support as a consumer Please select what best describes the subject of your reguest My request is about a Specific Product My request is about a Specific Service My request is about Products Services in general O Idon t know the exact subject of my reguest Previous Skip Next Save Submit Cancel Tamara Radanovic 08 09 2013 S o All three questions have to be answered for the Wizard to allow you to proceed User Manual v0 90 Page 38 The Consumer Complaint Register CCR Serbia Reguest Form Wizard Please start by telling us what is the reason for which you are contacting us Ifeel that my rights as a consumer have been violated and want to file a complain about a specific issue What best describes the incident I contacted or was contacted by a Trader but have not yet purchased a Product Service I have purchased a
86. ta Analysis Help v Manage x Date Time Reference Number Current Status Consultant 9 9 2013 10 12 1309090001 CR Open Validation Slavko Andjeliko Spacic 09 09 2013 6 4 Double click on the Reguest you want to Manage to open the corresponding Document Win dow My Workspace v Data Analysis Help v Edit Reguest General Info Bodies Incident Complaint Enquiry Case History Summary Details of the Consumer Details of the Provider Reference Number 1309090001 Name Title of Company Date of Submission 09 09 2013 Last Name Type of Business JEG i Address Contact Person Reason For Contact Please Select v Post Code Function City Address Current Status CR Open Validation Country Serbia ma Post Code Responsible Consultant Slavko Telephone City Responsible Body Ministry Complaint Handling Body Email Country Serbia Relationship With the Telephone Involved Person Fax Email Web Site Manage Cancel PDF Andjeliko Spacic 09 09 2013 E1 01 User Manual v0 90 Page 85 The Consumer Complaint Register CCR Serbia To Manage the Reguest hit the Option Button Manage Edit Reguest Assignment Re Assignment x General Info Ministry Complaint Handling Body Reference Nut Date of Submi Consultant Time of Subm Select Consultant mchbBmancon1 Current Statu Zdravko Reason For Ca Responsible C Responsible B This will in turn open the dialogue box Assignme
87. ter CCR Serbia 8 MANAGING CONSUMER REQUESTS AND CASES Managing Consumer Requests and Consumer Cases refers to the following functions of the CCR 1 Assigning and Reassigning of a Request to the responsibility of a specific Consultant for further handling 2 Assigning and Reassigning of an Enquiry or Complaint Case to the responsibility of a specific Consultant for further handling 3 Reopening a Closed Case and Assigning it to the responsibility of a specific Consult ant for further handling The following sections detail the Management of Requests and Cases as well as the Reopen ing or Closed Cases in a Complaint Handling Body It must be noted that the Management of Requests and Cases as well as the Reopening of Closed Cases in a Consumer Contact Point or an ADR are absolutely identical to the ones described below 8 1 Assigning Reassigning Requests On the Menu select My Workspace Requests Manage B CCR Mozilla Firefox ocalhost ccr main asp 013 o User Manual v0 90 Page 84 The Consumer Complaint Register CCR Serbia This will open the application window Manage Reguests You may note that the far right col umn in the window refers to the name of the Responsible Consultant for each Reguest If a name is missing on this column for a specific Request this means that the Request is new and has not yet been assigned to a Consultant CCR Mozilla Firefo localhost ccr main asp My Workspace Da
88. tore Retail store Small shop small store Greengrocer night shop Street market farm shop Petrol station Save Submit Hit Next to continue or chose any of the other available actions User Manual v0 90 amp o Sox Page 47 The Consumer Complaint Register CCR Serbia Step How did you find out about the CCR 1 TE localhost ccr main asp My Workspace v Help v Reguest Form Wizard As a final question we would like to ask you to tell us how you became aware of the Consumer Complaints Register Please make a selection mme Please make a selection Government Information Campaign Government Ministry Web Site Consumer Advice Centre ADR Bod Sejo Submit Tamara Radanovic 08 09 2013 amp 0O1 Using the pop down selector chose the description that best fits to the way the Consumer has been informed about the CCR Hit Next to continue or chose any of the other available actions Step Details of the Consumer J CCR Mozilla Firefo localhost ccr main asp My Workspace Help v Request Form Wizard Please tell us how to contact you in order to better assist you or in case we need additional information I don t want to be contacted for any reason Your Details Name Zoran Last Name Radovic Address Kralja Aleksandra 385 its Post Code eg City Belgrade Country Serbia v Telephone 1234567
89. uiry Cases My Cases Requests b L Complaint Enquiry Cases gt My Cases Closed Cases b All Open My Account Log Off localhost ccr main asp 113 jox This opens the application window My Cases which lists all the Consumer Cases assigned to your responsibility for handling localhost ccr main asp My Workspace Help v My Cases Complaint Enquiry x Date Time Reference Number Current Status Consultant 9 9 2013 23 20 1309090008 CCC Open Validation Slavko Slavko Mitrovic 09 09 2013 lox You may then double click on an entry in the list to open the Case User Manual v0 90 Page 57 The Consumer Complaint Register CCR Serbia md amp localhost ccr main asp My Workspace Help v Edit Request General Info Bodies Incident Complaint Enquiry Case History Summary Details of the Consumer Details of the Provider Reference Number 1309090008 Name Title of Company Date of Submission 09 09 2013 Last Name Type of Business ae Address Contact Person Reason For Contact Please Select v Post Code Function City Address Current Status CCC Open Validation Country Saba Post Code Responsible Consultant Slavko Telephone City Responsible Body Ministry Complaint Handling Body Email Country Serbia v Relationship With the Telephone Involved Person Fax Email Web Site Valid CCC Invalid CCC Cancel PDF Slavko Mitrovic 09 09 2013 Sox Your access rights to
90. vide us some additional information if relevant to your request Please fill out only fields that are applicable to your situation How did the company contact you Not applicable Where or how did you buy the product service Please make a selection Please make a selection Face to face Premises where the transaction took place includinc Distance selling e g phone post excluding e commerce mobile commerce and internet auctions E commerce excluding mobile commerce and internet auctions Mobile commerce Market trade fair Auctions Internet auctions Selling away from business premises off premises Other selling methods Do not know Not applicable Previous Save Submit Cancel Request Form Wizard HEGE BED GENE DEE DENI DEE NES DEE MNE Nasi NM We would like to ask you to take the time to provide us some additional information if relevant to your request Please fill out only fields that are applicable to your situation How did the company contact you Not applicable Where or how did you buy the product service Face to face Premises where the transaction took place including shops v Supermarket hypermarket ix Supermarket hypermarket Office includes banks and other financial institutions Travel agency tour operator agency Hospital clinic surgery School Sports and leisure premises Other type of premises Discount store Department store Retail chain s
91. w Request is a standard function available to the Consultants of any these Bodies as further detailed in section 4 1 New Requests via the Application Back End below The second channel is the Public Site of the CCR which is accessible to all consumers on the Internet as further detailed in section 4 2 New Request via the Public Site below In either channel Consumer Requests are submitted using the Wizard an application tool of the CCR the scope of which is to minimise the time and effort required in filling in a Request while making sure that all necessary questions will be asked to the Consumer in this regard CCR Database LE Consumer Bb Lo Consumer Consumer Consumer Complaint Contact Point Handling Body ADR Body CCP CHB User Manual v0 90 Page 36 The Consumer Complaint Register CCR Serbia 4 1 New Reguests via the Application Back End On the Menu select My Workspace Reguests New amp localhost cct main asp My Workspace v Help v Reguests b New Complaint Enquiry Cases My Requests Closed Cases All Open My Account Log Off o localhost ccr main asp 2013 This will initiate the Wizard that will take you through the steps for filling in the Consumer Complaint Enquiry Form 4 1 1 Identifying the Context of the Request The initial page of the Wizard requests some basic information about the Request in order to identify its general context and formulate the specif
92. zard Do you believe you experience financial damage as a result of this issue Amount integer two decimal points e g 10 50 amp 10 000 RSD v Do not know Not applicable Seje Submit Tamara Radanovic 08 09 2013 Hox Fill in the estimated financial damage 1f applicable and known Hit Next to continue or chose any of the other available actions User Manual v0 90 Page 44 The Consumer Complaint Register CCR Serbia Step Potential Consumer Reguest localhost ccr main asp Request Form Wizard What would you consider as the solution that would best satisfy you Consumer Request Please make a selection Information on price Information on product or service Information on terms of contract Receiving a sample ofthe contract Obtain information on the content of the statutory warranty associated with the product Obtain information on the content ofthe commercial guarantee associated with the product Obtain the commercial guarantee associated with the product in the Serbian language Delivery ofthe product Provision supply ofthe service Reconnecting the service ir Termination ofthe contract Withdrawal from the contract use of statutory cooling off period Recalculation revision ofthe price other costs Receiving clear invoice bill receipt Refunding of paid price in part Adjustment of the compensation proposed by the trader Repair of the non conforming product free of charge Replacement of the product

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