The franchise agreement must include a complaint handling procedure with the same effect as the Code's procedure. A complainant gives written notice of the dispute, the outcome wanted and the action proposed; the parties must try to agree; after 21 days either may refer the matter to an ADR practitioner (appointed by the Ombudsman within 14 days if they cannot agree), and parties must attend and try to resolve it. Similar disputes may be dealt with together.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.