An organisation that complies and cannot demonstrate it stands, before an authority or a contracting party, exactly where one that does not comply stands. The file is what separates the two.
Compliance File for Customer ServicePMV-17
- Objective
- Assemble the body of documents that demonstrates, obligation by obligation, compliance with the regime applicable to the operation, organised so that it can be produced without preparation.
- Scope
- National customer service regime; cost of contact lines; unsolicited communications on outbound; data protection as regards recording and logging; accessibility; transparency of automated systems.
- Method
- Survey of the obligations that apply to the entity; identification, for each, of the evidence that demonstrates it; collection and indexing of existing evidence; identification of gaps and production of what is missing; definition of the maintenance procedure.
- Deliverables
- File index by group of obligations; obligation-to-evidence matrix; documents produced to close gaps; maintenance and version-control procedure.
- Duration
- Five working days, spread over four to six calendar weeks.
- Audience
- Organisations that bid for public tenders, that are audited by clients, or that operate in a sector with its own regulator.
- Prerequisites
- Access to the existing internal documentation, however scattered.
- Lawful basis
- Decree-Law 134/2009 (Portugal); Decree-Law 59/2021; Law 41/2004; Regulation (EU) 2016/679; Directive (EU) 2019/882; Regulation (EU) 2024/1689.
- Indicative value
- From €5,200. Documentary maintenance from €320 per month. [Indicative value.]
- Delivery
- One-off engagement
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