BS ISO 14452-2012 Network services billing Requirements《网络服务记账 要求》.pdf
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1、raising standards worldwideNO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAWBSI Standards PublicationBS ISO 14452:2012Network services billing RequirementsBS ISO 14452:2012 BRITISH STANDARDNational forewordThis British Standard is the UK implementation of ISO 14452:2012. It supe
2、rsedes BS 8463:2005+A1:2008, which is withdrawn.The UK participation in its preparation was entrusted to Technical Committee SVS/0/3, Metering and billing information services.A list of organizations represented on this committee can be obtained on request to its secretary.This publication does not
3、purport to include all the necessary provisions of a contract. Users are responsible for its correct application. The British Standards Institution 2012Published by BSI Standards Limited 2012ISBN 978 0 580 69905 4 ICS 03.080.30; 35.240.99 Compliance with a British Standard cannot confer immunity fro
4、m legal obligations.This British Standard was published under the authority of the Standards Policy and Strategy Committee on 31 August 2012.Amendments issued since publicationDate T e x t a f f e c t e dBS ISO 14452:2012 ISO 2012Network services billing RequirementsFacturation de services en rseau
5、ExigencesINTERNATIONAL STANDARDISO14452First edition2012-07-01Reference numberISO 14452:2012(E)BS ISO 14452:2012ISO 14452:2012(E)ii ISO 2012 All rights reservedCOPYRIGHT PROTECTED DOCUMENT ISO 2012All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utili
6、zed in any form or by any means, electronic or mechanical, including photocopying and microfilm, without permission in writing from either ISO at the address below or ISOs member body in the country of the requester.ISO copyright officeCase postale 56 CH-1211 Geneva 20Tel. + 41 22 749 01 11Fax + 41
7、22 749 09 47E-mail copyrightiso.orgWeb www.iso.orgPublished in SwitzerlandBS ISO 14452:2012ISO 14452:2012(E) ISO 2012 All rights reserved iiiContents PageForeword ivIntroduction v1 Scope 12 Terms and definitions . 13 Billing process . 53.1 Pre-billing process 53.2 Billing principles 73.3 Billing doc
8、ument .103.4 Post-billing processes .153.5 Customers in vulnerable circumstances 173.6 End of contract and switching supplier 183.7 Compliance and continuous improvement 18Annex A (informative) Guidance for bill presentation.20Bibliography .21BS ISO 14452:2012ISO 14452:2012(E)ForewordISO (the Intern
9、ational Organization for Standardization) is a worldwide federation of national standards bodies (ISO member bodies). The work of preparing International Standards is normally carried out through ISO technical committees. Each member body interested in a subject for which a technical committee has b
10、een established has the right to be represented on that committee. International organizations, governmental and non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of electrotechnical sta
11、ndardization.International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2.The main task of technical committees is to prepare International Standards. Draft International Standards adopted by the technical committees are circulated to the member bodies for
12、 voting. Publication as an International Standard requires approval by at least 75 % of the member bodies casting a vote.Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. ISO shall not be held responsible for identifying any or all
13、such patent rights.ISO 14452 was prepared by Project Committee ISO/PC 239, Network services billing.iv ISO 2012 All rights reservedBS ISO 14452:2012ISO 14452:2012(E)IntroductionThe purpose of this International Standard is to provide a market-based and market-sensitive way of dealing with the concer
14、ns of customers about the billing practices of utility network service providers. Billing is a major source of complaints to companies and industry ombudsmen. Problems experienced by customers include the following: bill shock (i.e. the negative reaction experienced by a customer upon receiving a bi
15、ll that is higher than expected); bills are complicated and difficult to understand; pricing is not always clear; bills are inaccurate; payment methods present difficulties for customers; bills are overloaded with information, which adds to the confusion; information about offers and guidance on swi
16、tching supplier is unclear.These problems arise because of: poor pre-billing processes, including customer service, tariff and data management, meter reading and provision of information to customers on billing-related matters; unsatisfactory billing procedures and practices, leading to delayed or i
17、naccurate bills; poorly presented bills and statements, which are unclear for customers; ineffective post-billing processes to deal with: disputes and enquiries; payment and debt collection; consumers in vulnerable circumstances; final bills for customers changing supplier; inaccurate customer expec
18、tations, based on confusing advertising or promotional material and complicated tariffs.Clearer bills will assist customers to verify the accuracy of billed charges and will increase customers confidence in their bills and their suppliers performance. Where alternative suppliers are available to the
19、 customer, this will also help customers to choose the supplier that best meets their needs. Suppliers are likely to benefit from fewer complaints, leading to lower operating costs, easier recovery of debts and higher levels of customer satisfaction, which will help them retain market share. Establi
20、shing a common International Standard will also assist companies that own utilities in more than one territory to reduce their costs, by adopting common billing processes and systems in different countries.This International Standard provides a tool for suppliers of utility services to ensure that t
21、heir processes enable customers to be provided with clearly comprehensible, accurate, timely and complete bills, and to have access to sufficient billing-related information to enable them to verify the accuracy of billed charges. It is intended that this International Standard:a) defines the minimu
22、m requirements for the billing and payment collection processes;b) prevents or reduces complaints, by addressing issues that have been the source of frequent complaints;c) ensures that suppliers deal with customers on billing matters in an appropriate and consistent manner;d) provides a fairer basis
23、 for an ongoing relationship between utility companies and customers;e) provides benchmarks for the level of customer expectations; ISO 2012 All rights reserved vBS ISO 14452:2012ISO 14452:2012(E)f) allows for the implementation of smart metering technology and the provision of improved information
24、to customers;g) offers scope for innovation in billing, which will enable suppliers to differentiate their services to customers in a competitive market.This International Standard is aimed at utility bills which include an element of metered or measured consumption. Many of the key principles in th
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