---
sourceDocument: Brazil Telecommunications, Media, and Technology
sourceDocumentLink: https://www.servicenow.com/docs/r/telecom-media-technology

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Telecommunications, Media, and Technology

ft:clusterId :

    - telmt

bundleId :

    - telmt

workflow :

    - Customer and Industry


---

# Capture initiator details form

# Capture initiator details form {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The Capture initiator details form enables you to collect the complaint requester details for an Customer Dispute Management (CDM) case.
{#capture-initiator-details-form__table_wym_qgy_f3c__entry__2}

| Field | Description |
|-|-|
| Consumer | Consumer who submitted the complaint. |
| Contact | Contact of the business customer who submitted the complaint. |
| Account | Business customer who submitted the complaint. |
| Complaint submitted by | Type of complaint stakeholder. Select one of the following. Customer :   Consumer or business customer. Legal guardian :   A person legally authorized to act on behalf of another individual in raising or managing a complaint. Legal firm :   A law firm that represents a party in handling a complaint. Regulatory :   A statutory authority that oversees compliance and investigate or act on complaints. External user :   Any external user. |
| Initiator name | Name of the complaint stakeholder. Note: If Customer is selected in the Complaint submitted by field, the field label changes to Name. |
| Preferred contact method of initiator | Mode of communication with the complaint stake holder. Note: If Customer is selected in the Complaint submitted by field, the field label changes to Preferred mode of communication. |
| Initiator email id | Email id of the complaint stakeholder. Note: If Customer is selected in the Complaint submitted by field, the field label changes to Email id. |
| Initiator mobile number | Mobile number of the complaint stakeholder. Note: If Customer is selected in the Complaint submitted by field, the field label changes to Mobile number. |
| Initiator address | Address of the complaint stakeholder. Note: If Customer is selected in the Complaint submitted by field, the field label changes to Address. |
| Regulatory body name | Name of the third party regulatory body based on the location. Note: This field is available when you select Regulatory in the Complaint submitted by field. |
| Intake channel | Channel through which the complaint progress must be communicated. Note: This field is available when you select Regulatory in the Complaint submitted by field. |
| External reference number | Reference number related to your complaint. Note: This field is available when you select Regulatory in the Complaint submitted by field. |
[Table 1. Capture initiator details form]

{#capture-initiator-details-form__table_wym_qgy_f3c}
**Related tasks**   

* [Create a Customer Dispute Management case](https://www.servicenow.com/docs/UUWBE1vH0F70aO0XJErnHQ "Register a customer dispute by capturing information about the initiator, the affected product or service, and supporting documents. Resolve the dispute by investigating the issue and proposing an appropriate resolution.")