An organization should: head off complaints by giving consumers, distance buyers included, the chance to return goods within a stated period or to receive another suitable remedy; review complaints and change its practices in response; where appropriate, offer warranties longer than the legal minimum and matched to how long the product should last; tell consumers plainly how to reach after-sales services and support and how to use dispute resolution and redress schemes; provide support and advice systems that are adequate and efficient; offer maintenance and repair at a fair price and in places people can reach, and make it easy to find out how long spare parts are expected to be available; and use procedures for resolving disputes and conflicts out of court and for giving redress, based on national or international standards, free or nearly free for consumers, that do not ask consumers to give up their right to go to law (ISO 10001, 10002 and 10003 give guidance on codes of conduct, handling complaints and external dispute resolution).
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.