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2、rsedes BS 8463:2005+A1:2008, which is withdrawn.The UK participation in its preparation was entrusted to Technical Committee SVS/0/3, Metering and billing information services.A list of organizations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
25、is International Standard will, however, apply to all forms of billing, and suppliers are therefore encouraged to adopt the requirements in this International Standard even if usage is not metered or otherwise measured.While the provisions of this International Standard are considered to be generall
26、y applicable globally, it is recognized that many regional or national factors might require adaptations or exceptions in order to meet prevailing cultural, social, economic, regulatory and even climatic conditions.vi ISO 2012 All rights reservedBS ISO 14452:2012INTERNATIONAL STANDARD ISO 14452:2012
27、(E)Network services billing Requirements1 ScopeThis International Standard specifies the minimum requirements for billing of all consumption-based utility network services to domestic customers. It covers the processes required to produce the bill and to deal with issues that arise after the bill ha
28、s been sent, as well as the content of the billing document or statement. This International Standard is applicable to utility network services that are unmetered, metered at the point of delivery or metered remotely (e.g. on the suppliers own premises), and it covers any unmetered or unmeasured cha
29、rges appearing on the same bill as metered or measured charges, as well as flat rate charges.NOTE 1 Utility network services include electricity supply, water, sanitation, gas supply, district heating and communications.NOTE 2 The requirements given in this International Standard are also applicable
30、 to other consumers who are legally entitled to use the service provided by the supplier, except where in order to comply with privacy or data protection requirements, it is necessary for the supplier to obtain the authority of the registered customer before dealing with another consumer on billing
31、matters.This International Standard does not cover pricing, except for a requirement to provide information to customers. It is only applicable to billing for consumption-based utility network services and it applies to all bills or statements for utility network services where there is an ongoing a
32、ccount relationship between the customer and the supplier, regardless of the payment method used.NOTE 3 This includes bills for metered consumption, bills where a formula is used to estimate consumption (e.g. water bills based on the number of persons per household or the size of the house), or wher
33、e a flat rate fee is charged regardless of consumption (e.g. telephony or internet bills where the tariff allows unlimited usage). It also applies to prepayment customers, where a bill or account from the supplier is necessary to enable the customer to reconcile the amount paid in advance with the c
34、ost of consumption, or where the customer expects to receive a bill based on point of sale or other advertising (e.g. mobile telephony and energy metering) where codes, keys, electronic dongles or electronic cards are used to load and reload the service and to indicate what was purchased.NOTE 4 Serv
35、ices that are not billed e.g. mobile telephony paid for by pre-purchased SIM (Subscriber Identity Module) cards that are unmetered and services that are funded directly by the taxpayer without bills being issued are not covered by this International Standard.NOTE 5 Many of the key principles in this
36、 International Standard also apply to all forms of billing, and suppliers are therefore encouraged to adopt the relevant requirements in this International Standard for billing of other services.2 Terms and definitionsFor the purposes of this document, the following terms and definitions apply.2.1ac
37、countsuppliers record of a customers bill and associated charges, and of billing arrangements with the customer for the service(s) required, including customer information to assist with customer enquiries and credit assessment and management2.2billinvoice issued by a supplier to a customer in paper
38、 or electronic form, notifying charges due to be paid by the customer for products and services purchased, requested, acquired or used by the customer ISO 2012 All rights reserved 1BS ISO 14452:2012ISO 14452:2012(E)2.3billingfunction whereby charges generated by a network accounting function are tra
39、nsformed into billsEXAMPLE The following processes are included within the billing function: calculating, applying and setting out the charges incurred by a customer during the billing period; calculating, applying and setting out any debts or credits outstanding or discounts due, and calculating th
40、e net amount to be paid by the customer or adjusted against prepayments made by the customer; issuing and delivering the bill; the incremental debiting of a prepaid account based on the service utilized; handling billing enquiries from the customer; receiving and acknowledging receipt of payments ma
41、de by the customer.2.4billing accuracycorrectness of charges included in a bill to a customer, in terms of consistency with what the customer has requested, subscribed, purchased, acquired or utilized, and in compliance with the suppliers contracted or published tariffs and any discounts dueNOTE For
42、 a prepaid account, billing accuracy includes the incremental debiting of the account for the service used, based on the advertised rate.2.5billing addressaddress given by the customer to which the bill is providedNOTE The address is either a postal address or an electronic address.2.6billed chargea
43、mount billed by a supplier to a customer2.7billing complaintexpression of dissatisfaction or grievance by a customer, to which the customer expects a response from the supplier, about any aspect of the customers bill or the suppliers billing serviceNOTE This includes complaints made verbally, by tel
44、ephone or face to face, and complaints made in writing, by hard copy or electronically.2.8billing disputepursued, unresolved customer billing complaint2.9billing enquiryrequest to a supplier by a customer for information about charges or other content on the suppliers bill, or about other aspects of
45、 the suppliers billing service, relevant to that customer2.10billing optionbilling-related feature, usually at no charge, which a customer can chooseEXAMPLE Billing frequency.2.11billing periodperiod of time, typically a month or quarter, or the end dates to which charges are billed2 ISO 2012 All ri
46、ghts reservedBS ISO 14452:2012ISO 14452:2012(E)2.12billing productenhanced billing-related offering, usually subject to a fee, to a customer or group of customers2.13billing timelinessmeeting of stipulated time-related performance standards associated with billing activities2.14calibrationexpected a
47、nd designed relationship in respect of prepayment meters, between energy or communication units consumed and payment made or debitedNOTE This includes any provision for debt recovery.2.15chargetariff or fee levied by a supplier for the provision of a product, service or transaction, or for a third p
48、arty product or service2.16combined heat and powersystem that uses waste heat from electricity production, in order to provide hot water and space heating for neighbouring buildings2.17communicationsfixed line and wireless telephony, including mobile and cell phones, satellite and cable television,
49、and data services such as internet or multi-media entertainment2.18consumerindividual member of the general public, purchasing or using goods, property or services, for private purposesNOTE For network billing, this will be a person other than the customer registered at that address who is entitled to use the service provided by the supplier to the bill payer.2.19customerperson or entity legally responsible for payment, or a consumer legally entitled to use the service provided by the supplier to the bill payerNOTE T
