CONTENTS

Supplement 1  Dispute management guidelines
Supplement 1  Dispute management guidelines
 1     Scope
 2     References
 3     Definitions
 4     Abbreviations and acronyms
 5     What is a dispute management?
 6     Dispute resolution process
        6.1     Criteria
        6.2     Analyse dispute or discrepancy¹
                  6.2.1     Determine validity of dispute or discrepancy¹
                  6.2.2      Determine root cause(s) of dispute or discrepancy¹
        6.3     Disputes relating to poor reference data maintenance
                  6.3.1     Rate discrepancy
                  6.3.2     Destination or dial code discrepancy
        6.4     Disputes relating to transactional data
                  6.4.1     Recovery rate shortfall
                  6.4.2     Volume discrepancy¹
        6.5     CDR exchange and comparison¹
        6.6     Unresolved disputes
 7     Possible technical causes resulting in disputes
 8     Dispute process flowchart