Category: (6) eTOM Process Type
Process Identifier: 1.6.12.2.2.3.2
Original Process Identifier:
Maturity Level: 3
The Billing Dispute Handling Process is responsible to investigate Dispute as received from the various Business Channels, analyze whether such omissions, inaccuracies and errors occurred internally or from caused by another Business Party in the value chain.
The Billing Dispute Handling Process is responsible to investigate, analyze, and track Dispute. A Dispute is an alleged inaccuracy, omission or error in relation to a charge on a bill, which falls into one or several billing dispute categories. The Billing Dispute Handling Process is responsible to investigate such Dispute as received from the various Business Channels, analyze whether such omissions, inaccuracies and errors occurred internally or from caused by another Business Party in the value chain. Handling (on behalf of) of Multiple Disputes among a multiparty involved route. A number of declarations (see detail description) might be involved. Depending on the relationship with the other Business Party (direct agreement or only contributing a service towards another party which hold a direct agreement relationship), there will be various alternative scenarios to handle such dispute. The Wholesale and Settlement business party dispute process takes corrective action from a revenue management perspective in that it compensates such inaccuracies through memo's, adjustments, or settlement note recognizing it in the following period. In a service chain of delivery there might be multiple affected business parties, which requires multiple/bulk adjustments. Correcting the root cause (i.e. inappropriate business logic, inappropriate contract conditions etc.) (in either internal or external processes) is not in scope of the dispute process. Depending on the size of the dispute and the number of parties involved in the dispute, the CSP may choose not to raise a Dispute towards every other wholesale party and would bundle the dispute on behalf of other parties as baseline to an end user adjustment on behalf of a disputed VPMN (Visited Public Mobile Network ) carrier mistake. The Carrier is invoiced appropriately (based on inquiry service). Variations based on different Business Party Types : -Interconnect Dispute Process : Interconnect Agreement allows a process mechanism call "Declaration" - Where an Operator is unable to identify and invoice interconnect traffic, the other Operator(s) may provide the required information -Roaming Dispute Process : Validate Dispute (correct application form), Verify (Completeness) Charging, Billing and Cost Records for specific case and compare with remote TAP & RAP records, Investigate & Evaluate additional information. Upon acceptance of outcome, in the positive case, an adjustment is applied to the partner or Business Party (as well as reflected as double booking at the retail customer - see next eTOM item), or in the negative case (Wholesale Partner/Corporate do not agree), a 2nd determination within X CBD are performed, On second decline , additional reasons and details are compiled and escalated to alternate dispute exception process.
This was created from the Frameworx 16.0 Model