In subscribing to a mobile phone service, the complainant submitted his mobile service application, an auto-payment authorization form and a copy of his credit card at a sub-dealer shop of a mobile service operator. He was told that the documents would be delivered to the operator for processing. Later, when he checked with the operator, he was told that they had never received the documents. Upon investigation, it was found that the document flow involved the delivery of the documents from the sub-dealer shop to the dealer shop, which would then forward the documents to the operator. However, in the process, there was no proper verification to ensure that the number of documents dispatched matched the number of documents received by the operator. In the absence of adequate document control procedures imposed on its dealer, the operator was found liable for the act done by its dealer by virtue of section 65(2) of the PD(P)O.