ITU-T D 170 SUPP 2-2010 Monthly telephone and telex accounts Supplement 2 C Dispute process guidelines (Study Group 3)《电话和电传的月结帐户 补充件2 纠纷过程指南 3号研究组》.pdf

1、 International Telecommunication Union ITU-T D.170TELECOMMUNICATION STANDARDIZATION SECTOR OF ITU Supplement 2(05/2010) SERIES D: GENERAL TARIFF PRINCIPLES General tariff principles Drawing up and exchange of international telephone and telex accounts Monthly telephone and telex accounts Supplement

2、2 Dispute process guidelines Recommendation ITU-T D.170 Supplement 2 ITU-T D-SERIES RECOMMENDATIONS GENERAL TARIFF PRINCIPLES TERMS AND DEFINITIONS D.0 GENERAL TARIFF PRINCIPLES Private leased telecommunication facilities D.1D.9 Tariff principles applying to data communication services over dedicate

3、d public data networks D.10D.39 Charging and accounting in the international public telegram service D.40D.44 Charging and accounting in the international telemessage service D.45D.49 Principles applicable to GII-Internet D.50D.59 Charging and accounting in the international telex service D.60D.69 C

4、harging and accounting in the international facsimile service D.70D.75 Charging and accounting in the international videotex service D.76D.79 Charging and accounting in the international phototelegraph service D.80D.89 Charging and accounting in the mobile services D.90D.99 Charging and accounting i

5、n the international telephone service D.100D.159 Drawing up and exchange of international telephone and telex accounts D.160D.179International sound- and television-programme transmissions D.180D.184 Charging and accounting for international satellite services D.185D.189 Transmission of monthly inte

6、rnational accounting information D.190D.191 Service and privilege telecommunications D.192D.195 Settlement of international telecommunication balances of accounts D.196D.209 Charging and accounting principles for international telecommunication services provided over the ISDN D.210D.269 Charging and

7、 accounting principles for next generation networks (NGN) D.270D.279 Charging and accounting principles for universal personal telecommunication D.280D.284 Charging and accounting principles for intelligent network supported services D.285D.299 RECOMMENDATIONS FOR REGIONAL APPLICATION Recommendation

8、s applicable in Europe and the Mediterranean Basin D.300D.399 Recommendations applicable in Latin America D.400D.499 Recommendations applicable in Asia and Oceania D.500D.599 Recommendations applicable to the African Region D.600D.699 For further details, please refer to the list of ITU-T Recommenda

9、tions. Rec. ITU-T D.170/Suppl.2 (05/2010) i Recommendation ITU-T D.170 Monthly telephone and telex accounts Supplement 2 Dispute process guidelines Summary Supplement 2 to Recommendation ITU-T D.170 is intended to present guidelines for the process and proposition of dispute forms for international

10、settlements. It may help to simplify and assist telecommunication carriers in proper and fast resolution of any kind of financial dispute. The exact nature of the dispute resolution should be agreed upon the bilateral arrangements between the carriers concerned. This supplement describes the whole p

11、rocess, details possible reasons and sources of financial disputes and advises how to investigate and handle them. This supplement is intended to provide carriers with information regarding possible procedures and example forms for use in the dispute resolution process. These processes may help save

12、 time and human labour, as well as improve bilateral business relations between partners. History Edition Recommendation Approval Study Group 1.0 ITU-T E.270 1972-12-15 2.0 ITU-T E.270 1976-10-08 3.0 ITU-T D.170/E.270 1980-11-21 4.0 ITU-T D.170/E.270 1984-10-19 5.0 ITU-T D.170/E.270 1988-11-25 6.0 I

13、TU-T D.170 1993-03-12 III 7.0 ITU-T D.170 1995-03-20 3 8.0 ITU-T D.170 1998-06-12 3 9.0 ITU-T D.170 2006-06-27 3 10.0 ITU-T D.170 2010-05-21 3 10.1 ITU-T D.170 Suppl.1 2010-05-21 3 10.2 ITU-T D.170 Suppl.2 2010-05-21 3 ii Rec. ITU-T D.170/Suppl.2 (05/2010) FOREWORD The International Telecommunicatio

14、n Union (ITU) is the United Nations specialized agency in the field of telecommunications, information and communication technologies (ICTs). The ITU Telecommunication Standardization Sector (ITU-T) is a permanent organ of ITU. ITU-T is responsible for studying technical, operating and tariff questi

15、ons and issuing Recommendations on them with a view to standardizing telecommunications on a worldwide basis. The World Telecommunication Standardization Assembly (WTSA), which meets every four years, establishes the topics for study by the ITU-T study groups which, in turn, produce Recommendations

16、on these topics. The approval of ITU-T Recommendations is covered by the procedure laid down in WTSA Resolution 1. In some areas of information technology which fall within ITU-Ts purview, the necessary standards are prepared on a collaborative basis with ISO and IEC. NOTE In this publication, the e

17、xpression “Administration“ is used for conciseness to indicate both a telecommunication administration and a recognized operating agency. Compliance with this publication is voluntary. However, the publication may contain certain mandatory provisions (to ensure e.g., interoperability or applicabilit

18、y) and compliance with the publication is achieved when all of these mandatory provisions are met. The words “shall“ or some other obligatory language such as “must“ and the negative equivalents are used to express requirements. The use of such words does not suggest that compliance with the publica

19、tion is required of any party. INTELLECTUAL PROPERTY RIGHTS ITU draws attention to the possibility that the practice or implementation of this publication may involve the use of a claimed Intellectual Property Right. ITU takes no position concerning the evidence, validity or applicability of claimed

20、 Intellectual Property Rights, whether asserted by ITU members or others outside of the publication development process. As of the date of approval of this publication, ITU had not received notice of intellectual property, protected by patents, which may be required to implement this publication. Ho

21、wever, implementers are cautioned that this may not represent the latest information and are therefore strongly urged to consult the TSB patent database at http:/www.itu.int/ITU-T/ipr/. ITU 2010 All rights reserved. No part of this publication may be reproduced, by any means whatsoever, without the

22、prior written permission of ITU. Rec. ITU-T D.170/Suppl.2 (05/2010) iii CONTENTS Page 1 Scope 1 2 References. 1 3 Definitions 1 4 Abbreviations and acronyms 1 5 What is a dispute? . 1 5.1 Benefits of agreeing on the dispute process . 2 6 Disputes 2 6.1 Incoming dispute process . 2 6.2 Dispute invest

23、igation 2 6.3 Required dispute information . 3 6.4 Possible dispute causes . 4 Annex A Example 1: Volume/rate dispute form 5 Annex B Example 2: Volume/rate dispute form . 6 Annex C Example 3: CDR file layout and example . 7 Rec. ITU-T D.170/Suppl.2 (05/2010) 1 Recommendation ITU-T D.170 Monthly tele

24、phone and telex accounts Supplement 2 Dispute process guidelines 1 Scope The scope of this supplement is to describe proposed format and data to provide that could be used between carriers who enter into a dispute related to a specific declaration or invoice. In order to provide a level of consisten

25、cy when submitting a dispute, the information contained in this supplement proposes the use of certain formats and information to be provided on the dispute form. 2 References ITU-T D.170 Recommendation ITU-T D.170 (2010), Monthly telephone and telex accounts. 3 Definitions This supplement defines t

26、he following terms: 3.1 declaration: A declaration is what Carrier “A“ sends to Carrier “B“ to declare what Carrier “A“ owes Carrier “B“. 3.2 dispute: A dispute is what Carrier “A“ receives from Carrier “B“ to indicate there is a volume or rate discrepancy. 3.3 invoice: An invoice is what Carrier “B

27、“ sends to Carrier “A“ to bill Carrier “A“ for what it owes Carrier “B“. 3.4 dispute: A dispute is what Carrier “A“ sends to Carrier “B“ to indicate they found a volume or rate discrepancy between the invoice and what Carrier “A“ expected to see. This supplement provides information on both kinds of

28、 disputes. 4 Abbreviations and acronyms This supplement uses the following abbreviations and acronyms: CDR Call Detail Record EDI Electronic Data Interchange 5 What is a dispute? For the purposes of this supplement, a dispute is defined as a discrepancy between what a carrier expects to receive from

29、 another carrier (per your system(s) and the actual invoice or declaration. NOTE Volume discrepancies can include number of calls and/or minutes. 2 Rec. ITU-T D.170/Suppl.2 (05/2010) 5.1 Benefits of agreeing on the dispute process The following is a non-exhaustive list of benefits associated with us

30、ing an agreed upon, common dispute form and process: Consistency amongst carriers when initiating a dispute; Ensuring all required information is provided for accurate investigation of dispute; Efficiency and timeliness when resolving a dispute. 6 Disputes This clause concerns disputes, defined as:

31、“A dispute indicates a rate or volume discrepancy between the invoice/declaration received and rates or volumes expected (per carriers systems) for a given traffic period“. 6.1 Incoming dispute process Upon receiving a volume or rate dispute, the following steps could be taken: Step Action 1 A dispu

32、te is received and passed on to the appropriate person (carrier account manager) responsible for settling that particular account. 2 The dispute is reviewed to ensure it contains the information required to investigate the dispute. (This should be the necessary information identified on the dispute

33、form within the examples shown in Annexes A and B, or as listed in clause 6.3, with the associated rate advice, if the dispute is for a dial code or a rate issue.) 3 If the required information is contained in the form, follow normal dispute tracking and investigation process (see clauses below for

34、the investigative procedures). If the required information is not supplied, go to step 4. 4 If the required information is not contained in the dispute form, send the carrier an e-mail indicating that their dispute has been received, but cannot be addressed without all the required information. Atta

35、ch the incoming volume/rate dispute form to the e-mail. (One may not want to enter dispute tracking data until all the required information is received.) 6.2 Dispute investigation The following are some activities that can be performed to ensure all areas for resolving a dispute have been investigat

36、ed. General investigation Verify any previous dispute issues and their resolution (this may give a hint as to what the root cause could be) and check some standard questions that can be run through in order to hopefully prevent having to analyze the CDRs, typically contractual things such as checkin

37、g that the time zone is as expected, the call rounding applied, the minimum call duration, whether a special swap deal is in place, etc. For volume disputes For volume disputes, call detail records (CDRs) can be used to perform the dispute investigation, call by call. CDRs from the other carrier are

38、 also needed to perform comparisons. CDRs can be used to: Produce sums of the call volume, actual minutes and billed minutes from the CDR and the invoice the carrier sent; Rec. ITU-T D.170/Suppl.2 (05/2010) 3 Ensure that the carriers CDRs match the expected volume as per the invoice they sent; Compa

39、re CDRs by date especially the first and the last day of the billing period; Verify that both parties CDRs are expressed in the same time zone. For rate and/or dial code disputes Validate contract terms and conditions (rates, time zones, minute increments/rounding, peak/off-peak pricing, etc.); Veri

40、fy that the system reference data is up to date (i.e., dial code information, etc.); Confirm that the invoice totals match the data entry (manual, EDI or scanned); Re-validate volume commitments, thresholds and/or discounts; Check for any rate change notices that may be in effect, but are not on the

41、 invoice yet. 6.3 Required dispute information In order to investigate and resolve a dispute, the following information could be sent by the carrier sending the dispute: Carriers name, contact name/phone; Current date; Service type (bilateral-telephone, hubbing, refile, etc.); Original rate advice (

42、in case of a rate or dial code discrepancy); For volume discrepancy: Service date (traffic period); Originating country/carrier; Transit/via carrier (if applicable); Terminating country/carrier; Terminating region (city, mobile, etc.); Product/traffic type; Sending carrier per minute rate; Receiving

43、 carrier per minute rate; Sending carrier recorded minutes; Receiving carrier billed/declared minutes; Amount of minutes discrepancy; Currency type (SDR, USD, etc.); For rate discrepancy: Service date (traffic period); Originating country/carrier; Transit/via carrier (if applicable); Terminating cou

44、ntry/carrier; Terminating region (city, mobile, etc.); Product/traffic type; Sending carrier per minute rate; Receiving carrier per minute rate; Amount of per minute rate discrepancy; 4 Rec. ITU-T D.170/Suppl.2 (05/2010) Sending carrier per call rate; Receiving carrier per call rate; Amount of per c

45、all rate discrepancy; Currency type (SDRs, USD, etc.); For dial code: Service date (traffic period); Originating country/carrier; Transit/via carrier (if applicable); Terminating country/carrier; Terminating region (city, mobile, etc.); Product/traffic type; Dial code. 6.4 Possible dispute causes Th

46、e following table lists some possible causes and descriptions for why disputes may arise. In the table below, the assumption is that Carrier “B“ is the sender of the dispute, and Carrier “A“ receives it. Cause Description Rate discrepancy Carrier “A“ invoice shows a different rate than what Carrier

47、“B“ expected rates may not have been updated in the system. Dial codes Carrier “A“ charges for number ranges (dial codes) in a manner that does not match the dial code breakout previously advised to Carrier “B“. Billing time zone The invoice covers a different time zone period than the one expected.

48、 Duration rounding Using a call duration rounding different to what was contracted. Minimum duration Using a minimum call duration different to what was contracted. Missing data Call data not recorded in the switch or captured in the billing system. Long duration Carrier “A“ may record a transaction

49、 as two or more calls, while Carrier “B“ records as 1. (Overall minutes should be the same but call counts may differ, and the multiple records may span billing periods.) Answer status Unanswered calls being treated as answered this could be due to network signalling issues or a billing system error. Route to wrong carrier Route could be assigned to a wrong carrier in the system. Looping One call may be recorded as two because