(1) Claim: Disagreement related to products and/or services. (2) Complaint: Disagreement not related to products and/or services; or discomfort or dissatisfaction with customer service. Filing a claim does not exclude the possibility of using other dispute resolution mechanisms, nor is it a prerequisite for filing a complaint before Indecopi. The provider must respond to the claim within a period not exceeding fifteen (15) calendar days, which may be extended for an additional fifteen (15) days. By signing this document, the customer authorizes follow-up contact after the processing of the claim to evaluate the quality and satisfaction with the complaint resolution process.