Arbitration / Training
The Training Course for Case Managers and Arbitrators
Lesson 23 - Support case: Name Change due to Marriage
Sometimes Support receives Name change requests due to marriage. The current published procedure to handle this asks the claimant to send in a scan of the marriage certificate. This poses two problems:
- Digital scans of official documents can be modified quite easily.
- The complete marriage certificate contains lots of personal information which is not needed for the process, so from the privacy point of view they should not be collected.
Name Change after Marriage w/ Assurance (Markus M) - Precedents Case
- Name Change requests after Marriage are daily routine Support issues. But the SP prevents Support from changing the users name w/o evidence gathering.
With the Precedents Case of the a20100407.1 - Password Reset Procedure w/ Assurance procedure in mind, I've received a request to also check for a procedure that can handle "Name Change Requests after Marriage w/ Assurance" by a Support-Engineer
- So I hereby came to the following ruling, that should become Precedent
- For starting the process, (Support) is allowed to invite the users who sends a "name change request after marriage" to (Support) or filing a dispute with this subject to the "Name Change after Marriage w/ Assurance" procedure. So this process can be handled through Support procedure w/o further Arbitration involvement.
- If this procedure applies to the requesting user, Support should execute the procedure outlined below and by adding the precedents case# to the ticket
- The "Password Recovery w/ Assurance" procedure requires to exchange an A-word between the Assuree and the Assurer. For name change verification this exchange of an A-word is not needed, as there is no account takeover.
- The infos the Assurers later have to send to support is the Full Name before and after Marriage. Addtl. the Assuree's email address.
- At least 2 Assurers have to be contacted, to verify the users identity.
- Also the Assuree should send a list of Assurers with names and emails, so Support can contact the Assurers and can request the required infos.
- If one of the requirements doesn't fits, eg. only 1 Assurer available or no Assurers available, the case has to be refereed to Arbitration.
- After receiving of at least two confirmations by Assurers about the users name change request after marriage, Support is allowed to change the users last name as requested and confirmed by the Assurers in the users online account.
- If the pre check revealed that the new case doesn't apply to the precedent, Support should add a note to the ticket moved into Disputes, that the precedent case has been checked and doesn't apply.
Old proposed procedure through Arbitration
Therefore the procedure proposed here tries to define a new way of establishing the facts which should avoid (or at least reduce) these problems and give the Claimant the possibility to speed up handling of the Arbitration Case:
- Claimant files a dispute and waits for a case number to be assigned
- The Claimant finds two Assurers willing to act as witnesses
- The Assurers shall check the marriage certificate and/or ID documents containing the new name
- In addition to the standard CAP form (containing primary mail address, (new) name, date of birth of the Claimant and type of checked documents) the Assurers should note the following information:
- Former name / birthname of the claimant
- Date of marriage from the marriage certificate or issuing date of the ID documents with the new name
- Case number of the Arbitration Case, as provided by the claimant
The Assurers should send a mail to email@example.com or to the Arbitrator/Case Manager of the case, containing the following:
- All information mentioned above
- His/her own primary mail address (to verify Assurer status)
- The statement that this is a reliable statement ("CARS" or "This is a reliable statement")
- If possible, a digital signature.
Case Managers and Arbitrators Part
- The Case Manager and Arbitrator can assume, that the CCA/DRP acceptance is fulfilled (as the Claimant has signed the CCA statement) - Request for CCA/DRP acceptance can be skipped
- If considered necessary, the Arbitrator may request a statement from the Assurers, that the identity of the Claimant is the same as before Marriage and also that the Account data is valid
In an ideal case, where all information provided digitally signed and no questions are open, an Arbitrator could give a quick ruling without exchanging lots of mails.
- Why a marriage certificate has less confidence over the users identity ?
- What is the source for better performance in a re-assurance ?
- Where does the Precedents case # has to be documented ?
BernhardFröhlich: Reworked and clarified (hopefully) the procedure