Responsibilities and authorities for complaints handling are assigned across the roles involved. Top management makes sure the process and its objectives are set up and that the process is planned, designed, developed, run, maintained and continually improved in line with the policy (text held to this point); per the 2014 edition's equivalent clause, it also identifies and allocates management resources, promotes awareness of the process and of customer focus, has information about the process given to customers and complainants in an accessible way, appoints a complaints-handling management representative with defined responsibilities and authority, ensures significant complaints reach top management quickly, and reviews the process periodically. The management representative sets up performance monitoring, evaluation and reporting, reports to top management with improvement recommendations and keeps the process running (staff recruitment and training, technology, documentation, target times, reviews). Other managers carry defined duties within their own areas.
This control maps to 1 controls across 1 other frameworks. If you already hold one of them, the evidence you collected for it is the starting point here rather than new work.
Every mapping shown was judged rather than inferred from wording similarity, and the ones that failed review are published too. See the coverage reports and what was rejected.
The graph holds this control, the 1 it maps to, and the evidence behind each claim, over MCP and REST.