ALTA recently unveiled a Best Practices Assessment Preparation Workbook for Pillar No. 7 – Addressing consumer complaints. To ensure your company is utilizing this tool effectively, we recommend viewing ALTA’s helpful workbook video tutorials, found here.
We’ve also included instructions from ALTA’s website for your convenience:
Open the Workbook and click the Questionnaire tab. This tab contains the Workbook questions that you will need to answer.
In columns D and E, place an “X” in the appropriate box for a “yes” or “no” response. Some questions may require a description or comment in addition to the “yes” or “no” answer.
When answering column F, determine whether the control specified in the question is formally documented in your organization. If so, leave this column blank. If it is not documented, place an “X” in this column.
Likewise, when answering column G, determine if your company possesses any documentation or other evidence to prove that you follow the written procedures identified previously. If the answer is “yes,” leave this column blank. If you do not have documentation or other evidence for this procedure, place an “X” in this column.
If a question does not apply to your company, enter N/A and include a reason why the question does not apply in the “Descriptions/Comments” box. Some questions require a narrative response to be entered in the Descriptions/Comments box. These questions will have the responses shaded in grey.
Any employee training conducted in the last 12 months should be listed on the worksheet.
Once you have completed the questions, click on the action items report tab. This report will compile all questions for which you provided a “no” response. These are the controls and procedures that your company will need to implement prior to undergoing an Assessment.