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OIX Guide to Support Services, Complaints and Liability
OIX Guide to Support Services Complaints and Liability
This OIX guide covers the areas of the trust framework that address operational services within the ID Ecosystem. Both user and relying parties are subject to, or trigger, these operational services, or events. From Helpdesk to Compensation. The party that needs to offer the operational services is generally the Identity Provider (IdP). Some services may also be provided by orchestrators.
The guide is organised into four Sections:
- User and Operational Support: User Helpdesk, ID Recovery, Subject Access Requests, Relying Party Helpdesk, Operational Issue, Management Information
- Fraud / Suspicious Activity: Fraud Referral, Fraud Investigation, Fraud Identified, Post Fraud ID Repair, Post Fraud Account Repair.
- Complaint Process: Complaints, Claims, Escalation and Arbitration, Compensation
- Assessing Liability
The Intended Audience for this Guide is:
- Trust Framework and Trust Scheme operators when designing their own trust framework / scheme. Trust Scheme operators my find this guide of particular use where the trust framework within which they operate does not address the area of operational processes in detail.
- Accepters of Digital IDs or Relying Parties - as it enables them be clear about what they may need to consider and do and what they might expect others to do. It will help them configure their participation and make clear to other participants in the scheme what is expected of them
- Reusable Identity Providers – who will have a direct relationship with the end user and therefore will need to implement and be held accountable to these operational procedures by relying parties, trust frameworks, trust schemes and the end user themselves.
- Issuers of credentials - who may be part of a Digital ID process and may be involved in things like identity recovery and fraud management.
- Orchestration Providers – who may need to understand the process flows and events based on the specific scheme operators’ rules of the road