The diagram below shows the Complaint Problems module. It represents a taxonomy of the most common complaint problems. As shown below, we distinguish between a ‘Complaint’ and a ‘Problem’. A ‘Complaint’ describes one or more ‘Problems’. While the concept ‘Problem’ is defined as “A source of difficulty or dissatisfaction”, the concept ‘Complaint’ is defined as “An expression of grievance or resentment issued by a complainant against a compliant-recipient, describing a problem(s) that needs to be resolved”.

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.