Hi Gail, I guess the answer to the first par6 of your question really depe4nmds on whether you support and manage Social Media as a legitimate channel and if the answer is yes, I would think you should definitely include it as a part of your charter. As to the second part of your question, does your charter refer to your complaint handling policy and does this policy cover how you manage all customer complaints and the responsibilities of all parties in effective complaint handling as this ideally would cover your second point I believe.