Brief Description

Business Process: 4.2.2.8 Manage Billing Disputes

Process Type: Sub-Process

Parent Process: 4.2.2 CC&B Manage Bill

Sibling Processes:

•	4.2.2.1 CC&B Update Billing Information

•	4.2.2.2 CC&B Manage Meter Charges

•	4.2.2.3 CC&B Manage Item Charges

•	4.2.2.4 CC&B Manage External and Miscellaneous Charges

•	4.2.2.5 CC&B Manage Loan Charges

•	4.2.2.6 CC&B Manage Deposit Charges

•	4.2.2.9 CC&B Manage Billing Inquires

•	4.2.2.10a CC&B Manage Budget Billing

•	4.2.2.10b CC&B Manage Monitored and Unmonitored Non-Billed Budget Billing

•	4.2.2.12 CC&B Manage Payment Arrangement Charges

•	4.2.2.14 CC&B Manage Off Cycle Bill for External and Miscellaneous Charges

This process describes Cancel and Re-Billing for Metered services. A Bill is used to communicate financial obligations to the customer. The customer may have many services with an organization. The customer receives a Bill at regularly scheduled intervals for each established Account. The total amount owed, as well as financial and consumption details for each service, is placed on a Bill for payment within a set time period.

Sometimes the Bill sent to the Customer was valid, however with additional information now requires revisions. The meter may be over or under read, fieldwork for a meter exchange needs to be recorded, or a payment was posted to the wrong account. The CSR or Authorized User adds or makes changes in the records. The old Bill Segments are canceled and replaced with corrected Bill Segments containing the new information. The original Financial Transactions are canceled and new Financial Transactions are created. The changes typically appear on the next Bill for the Customer. The Customer may request and can receive a separate, updated Bill.

The customer is still responsible for payment by a given due date. Based on established business rules, the CSR or Authorized User may allow the Customer additional time to pay or override late payment charges due to Bill corrections. If the Customer does not pay, CC&B can detect the overdue amounts and provide notification.