1 Scope
2 References
3 Definitions
4 Abbreviations and acronyms
5 What is a dispute?
5.1 Benefits of agreeing on the dispute process
6 Disputes
6.1 Incoming dispute process
6.2 Dispute investigation
6.3 Required dispute information
6.4 Possible dispute causes
Annex A – Example 1: Volume/rate dispute form
Annex B – Example 2: Volume/rate dispute form
Annex C – Example 3: CDR file layout and example