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MetricConsumers and product responsibility

Substantiated customer-privacy complaints

Measurement answer

What this metric measures

Source-reported customer-privacy complaint records meeting the reporter's disclosed substantiation basis, separated by outside-party and regulatory-source states.

Specification

Metric specification

Result format
Structured table
Unit
Distinct substantiated customer-privacy complaint records
Reporting basis
Reporting period
Aggregation
Add only non-overlapping records after applying the stated identity and deduplication controls
Pillar
Social
Topic
Consumers and product responsibility
Controlled domain
Consumers and end users
Entity type
Metric

Reporting boundary

Count only complaints meeting the stated substantiation rule. Keep outside-party and regulatory-source states distinct and deduplicate across channels and authorities.

Cross-library identity

Library mappings and variants

These links compare quantity, population, boundary, period, unit, denominator, aggregation, dimensions, and method edition. Partial relationships are navigation aids only and never authorize observation reuse.

Verified source occurrences

Framework coverage

This is one canonical metric. The bindings below show every verified framework occurrence without creating duplicate metric pages. Edition, disclosure, role, and relationship remain source-specific.

  • Adopting Disclosure

    GRI Standards

    Source evidence
    Publisher
    Global Reporting Initiative
    Edition
    2016
    Requirement
    Not Specified
    Relationship
    Defines Disclosure
    Mapping outcome
    Direct Evidence
    Source locator
    Disclosure 418-1, PDF page 8; definitions, PDF page 9
    Open official framework source
  • Adopting Disclosure

    GRI Standards

    GRI 418-1
    Publisher
    Global Reporting Initiative
    Edition
    Files published 19 June 2025; entry point dated 23 June 2025
    Requirement
    Not Specified
    Relationship
    Method Variant
    Mapping outcome
    Cross Library Link
    Source locator
    GRI 418-1, paragraph a; taxonomy entry point dated 23 June 2025
    Open official framework source

Value structure

Dimensions and units

Unit
Distinct substantiated customer-privacy complaint records
Reporting basis
Reporting period

Unit meaning: A non-negative count of complaint records classified as substantiated under the reporter's stated process; it is not a breach-event or affected-person count.

Table fields and units

  • Complaint source
  • Customer population
  • Jurisdiction
  • Substantiation basis
  • Substantiated complaints
  • Prior-period relation

Published dimensions

  • complaint source
  • substantiation basis
  • customer population
  • jurisdiction
  • privacy subject
  • received and substantiated dates
  • prior-period relation
  • deduplication rule
  • privacy state

Disclosure method

Formula information

Status
Not applicable
Formula type
Structured Disclosure

Disclosure form

No single formula

Populate the structured fields from qualifying source observations and retain each field-level unit, boundary, status, and method; do not collapse the disclosure into one calculated value.

Verified sources

Evidence and status sources

Sustopedia checked each record-specific claim directly against primary publisher material. Labels distinguish current measurement authority from future compatibility and corroborative, legal, edition, or method status context. Corroborative evidence can support a stated limitation but cannot establish the core measurement by itself.

Measurement evidence

  • Measurement evidenceChecked 15 August 2026

    GRI 418: Customer Privacy 2016

    Publisher
    Global Reporting Initiative
    Edition
    2016
    Locator
    Disclosure 418-1, PDF page 8; definitions, PDF page 9

    Supports: Supports the substantiated customer-privacy complaint population and source distinctions.

    Open official source

Use with context

Interpretation boundaries

Method disclosures required

Source-edition basis: GRI 418: Customer Privacy 2016, current effective edition at the research cutoff.

  • Define the substantiation basis and complaint-source categories.
  • State customer population, jurisdiction, period and cross-channel deduplication.
  • Keep complaints separate from breach and data-loss event populations.

Record-specific limitations

  • Substantiation depends on jurisdiction, process and reporter recognition.
  • The count does not measure all privacy concerns, legal liability, breach events, affected people, records or severity.

Interpret this metric with the stated reporting boundary, period convention, value shape, and unit. Results prepared with different boundaries or conventions may not be directly comparable.

Measurement evidence supports the core record-specific claims described above. Corroborative evidence can support limitations, while compatibility and status sources provide their separately labelled context. None of these cards by itself determines an organisation's legal applicability, filing readiness, assurance status, or compliance conclusion.