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Customer Complaint Ontology

The "Complainant" module

Final Draft 21 May 2005


The diagram below shows the Complainant module. A ‘Complainant’ is defined in the CC-Glossary as “A legal person who issues a complaint”. In the customer complaint context, and as commonly understood in most consumer regulations, a complainant must either be a ‘Natural Person Complainant’ or a ‘Non-Natural Person Complainant’ , each implying a different legal basis for the handling of the complaint.

For the definition of each vocabulary in this diagram please see the CC-Glossary. Notice that according to our ontology design, each relation in this diagram is a lexon in the CC-Lexons; this methodological principle is called Ontology double-articulation.

This module is represented using the ORM graphical notation. The verbalization (i.e. the pseudo-natural-language reading) of the rules in this diagram, and the ORM markup (i.e. the XML-based serialization) of this diagram can be found below.

Diagram:

ORM representation

Verbalization:

Each Natural Person Complainant must be denoted_by at least one Registration. (Mandatory)
Each Non-Natural Person Complainant must be denoted_by at least one Contact Details. (Mandatory)
Each Natural Person Complainant must denoted_by at most one Registration. (Uniqueness)
Each Registration must denotes at most one Natural Person Complainant. (Uniqueness)
Each Complainant should be either Non-Natural Person Complainant or Natural Person Complainant. (Exclusive)
Each Complainant must be at least Non-Natural Person Complainant or Natural Person Complainant. (Totality)

ORM Markup: