Customers are not discouraged from complaining. A complaint not resolved at first contact is acknowledged within a day (24 hours or one business day) (or as soon as practicable), the complaints process is explained and the customer is told how to access the Code. Concerns about someone who is not the insurer's authorised representative are redirected to the right channel. The customer is given the handler's name and how to reach them, who is not a person whose decision or conduct is complained of, and only relevant information is requested and relied on.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.