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Handling of Abuse Complaints

NANOG Community,

I was curious how various players in this industry handle abuse complaints.
I'm drafting a policy for the service provider I'm working for about
handing of complaints registered against customer IP space. In this example
I have a customer who is running an open resolver and have received a few
complaints now regarding it being used as part of a DDoS attack.

My initial response was to inform the customer and ask them to fix it. Now
that its still ongoing over a month later, I'd like to take action to
remediate the issue myself with ACLs but our customer facing team is
pushing back and without an idea of what the industry best practice is,
management isn't sure which way to go.

I'm hoping to get an idea of how others handle these cases so I can develop
our formal policy on this and have management sign off and be able to take
quicker action in the future.