Case & complaint management module¶


ID	`MOD-053`
System	SD08
Repo	`bank-app`
Build status	Deployed
Deployed	Yes
Last commit	`c98d4214fd3e613d6a3c873f68551d129ff1a485`

Full IDR case lifecycle — creation, assignment, SLA tracking, escalation, FSCL/AFCA referral. SLA breaches trigger automatic escalation.

Case classes¶

MOD-053 manages two distinct case classes, each with its own queue, SLA, and routing rules.

IDR — Internal dispute resolution¶

Customer complaints and disputes following the IDR process required under NZ FMA and AU ASIC RG 271. Covers billing disputes, service complaints, and product complaints. FSCL (NZ) / AFCA (AU) referral when IDR does not resolve within the statutory timeframe.

AML-REFER — Acceptance engine referral¶

Triggered when MOD-153 (customer acceptance engine) produces a REFER or HOLD_FOR_EDD outcome on a product application. A compliance officer must review the application against the full party risk profile and make a manual ACCEPT, DECLINE, or escalate-to-EDD decision.

Event trigger: MOD-053 subscribes to bank.kyc.acceptance_decided on the bank-kyc EventBridge bus, filtered to detail.decision IN ['REFER', 'HOLD_FOR_EDD'].

SLA: Case must be created within 60 seconds of decision_at (FR-713). If creation exceeds 60 seconds, a CloudWatch alarm fires to the compliance team.

Case payload: party_id, product_id, reason_codes, triggered_rules, decision_at, and the full rule trace from MOD-153's event detail.

Adverse-action notice: When the compliance officer's decision is DECLINE, MOD-053 publishes a decision event consumed by MOD-063 (notification orchestration), which generates the adverse-action notice within 24 hours per CCCFA s.9B (NZ) and NCCP s.130 (AU).

Note: The v1 SNS stub that MOD-153 shipped to the MOD-076 alarm-intake topic is the interim path while this consumer rule is in flight. Once the MOD-053 consumer rule is live, MOD-153's stub is removed (follow-up to bank-kyc).

Module dependencies¶

Depends on¶

Module	Title	Required?	Contract	Reason
MOD-047	Agent action logger	Required	—	Every staff action on a complaint case publishes a `staff.action_taken` event to the bank-platform EventBridge bus via the MOD-047 agent action logger — the established cross-SD audit pattern (same as MOD-018, MOD-133, MOD-140).
MOD-052	Role-scoped data access	Required	—	V004 Flyway migration bootstraps RBAC roles and permissions from the MOD-052 seed; MOD-052 must be deployed before MOD-053's migration runs.
MOD-063	Notification orchestration	Required	—	MOD-053 publishes case_opened, case_status_changed, and case_resolved events that MOD-063 consumes to send FR-329-mandated customer notifications.
MOD-068	Authentication & session management	Required	—	Customer-initiated complaint submissions require an authenticated session for identity attribution.
MOD-104	AWS shared infrastructure bootstrap	Required	—	AWS shared infrastructure provisioned by MOD-104 (EventBridge buses, S3, KMS, Kinesis, Cognito) is required before this module can be deployed.
MOD-103	Neon database platform bootstrap	Required	—	Neon database and schema provisioned by MOD-103 must exist before this module can read or write Postgres.

Required by¶

Module	Title	As	Contract
MOD-054	Call recording & transcript attachment	Hard dependency	—
MOD-114	Direct debit mandate management	Hard dependency	—
MOD-126	Power of attorney and third-party authority	Optional enhancement	—
MOD-132	Loan restructure and variation workflow	Optional enhancement	—
MOD-139	Financial hardship formal variation workflow	Hard dependency	—
MOD-148	Privacy access request (DSAR) workflow	Hard dependency	—
MOD-149	Scam intelligence reporting & reimbursement	Hard dependency	—
MOD-151	Risk case console	Hard dependency	—
MOD-155	Target Market Determination (AU DDO)	Hard dependency	—

Policies satisfied¶

Policy	Title	Mode	How
CON-002	Complaints & Internal Dispute Resolution Policy	`ALERT`	IDR SLAs enforced automatically — agent cannot ignore a case past SLA without triggering escalation
CON-003	Vulnerable Customer Policy	`AUTO`	Vulnerable customer flags visible in every agent view — special handling applied automatically
REP-001	Regulatory Reporting Policy	`LOG`	Complaint register maintained automatically — feeds regulatory complaints report

Capabilities satisfied¶

Capability	Title	Mode	How
CAP-039	Customer dispute & chargeback portal	`AUTO`	Creates, tracks, and resolves dispute and chargeback cases through a workflow that escalates to the payments team when required.
CAP-050	In-app customer support (chat + voice)	`AUTO`	Provides the in-app customer support interface — live chat, FAQ, and case submission — routing enquiries and complaints to the case management workflow with IDR SLA tracking.

Part of SD08 — Customer App & Back Office Platform Compiled 2026-05-22 from source/entities/modules/MOD-053.yaml