cx-regulatory-reporting-packlisted

# Assembling an evidence pack for an external body An information request from a regulator or auditor is not a reporting task. The difference is the standard: every number has to be reproducible by a stranger, every definition stated, and every gap disclosed by you rather than discovered by them. **The most damaging outcome is not a bad number. It is a number that cannot be reproduced, or a gap they find that you did not mention** — because both convert a question about the data into a question about your control environment, which is a much worse conversation. ## Read the request as written Requests are drafted precisely and read loosely. Before extracting anything: - **Define every term the request uses in your own data**, and write down where the request's language and your system's language differ. "Complaint" in the request may not equal your `complaint` tag. "Customer" may mean account, contact, or legal entity. This mapping is usually the most contentious part of the pack and it belongs in it explicitly. - **Pin the period, and the date field.** A request for a calendar quarter needs to say whether membership is by event date, receipt date, or resolution date. Pick, state, and be consistent across every table. - **Note what is not asked for.** Do not volunteer additional analysis into an evidence pack; it invites scope you were not asked about. Answer the question. - **Identify what you cannot answer**, early, and raise it with whoever owns the rel