You are on page 1of 5

Document STANDARD

OPERATING
PROCEDURE
Index
Edaran Digital Systems Berhad
Policies and Procedures Manual Version 1.0

Revision Date 1st June, 2002


SOP 10 Billings Dispute
Page No. Page 1 of 4

Section Procedures Document Process Owner

10.1.0 SCOPE

These written procedures set out the policies & procedures for
the handling and eventual resolve of Billings Disputes.

10.2.0 OBJECTIVE
The objectives of these instructions are:-

10.2.1 To facilitate an efficient manner of dealing with complaints.

10.2.2 To ensure that all complaints are logged and handled within a
reasonable period.

10.2.3 To ensure that all complaints are resolved.

10.3.0 ABBREVIATIONS

10.3.1 The abbreviations for documents referred to in these


instructions herein are as follows:

Document Name Abbreviation Exhibit


Investigation Report IR
Report Checklist RC
Debit Note DN
Credit Note CN

10.3.2 The abbreviations for Job Titles referred to in these


instructions herein are as follows:
Document STANDARD
OPERATING
PROCEDURE
Index
Edaran Digital Systems Berhad
Policies and Procedures Manual Version 1.0

Revision Date 1st June, 2002


SOP 10 Billings Dispute
Page No. Page 2 of 4

Section Procedures Document Process Owner


Abbreviation Title in Full
AM Account Manager
PS Project Supervisor
AFM Accounts & Finance Manager
AP Accounts Personnel

10.4.0 PROCESS FLOW

Please refer flowchart.

10.5.0 POLICIES

10.5.1 All Billing Disputes must be documented on an IR before any


subsequent action is taken to resolve it.

10.5.2 The AFM is ultimately responsible for the resolving of the IR..

10.5.3 All IR must be promptly investigated by the AFM and


resolved within 2 weeks from the date the report was first
raised.

10.5.4 All IR must include details such as:

Customer Name
Invoice in dispute
Party raising the Dispute
Findings
Reason for Findings
Signature of all parties involved.

10.5.5 The AP is responsible for investigating and completing all IR


before passing it to the AFM for approval.
Document STANDARD
OPERATING
PROCEDURE
Index
Edaran Digital Systems Berhad
Policies and Procedures Manual Version 1.0

Revision Date 1st June, 2002


SOP 10 Billings Dispute
Page No. Page 3 of 4

Section Procedures Document Process Owner

10.5.6 The AFM must match all closed reports against the RC in his
file every half yearly to ensure that ALL Disputes have been
resolved.

10.6.0 PROCEDURE

10.6.1 All Billings Disputes is raised and communicated on a pre- IR AFM


numbered IR, which can be obtained from the AFM.

10.6.2 The AFM shall then update the RC in his file each time an IR RC AFM
is issued.

10.6.3 The AFM shall assign the work / dispute to an AP. AFM

10.6.4 The AP shall compile all related supporting documents (initial Contract, AP
Contract, Amendments to contracts, Discounting approvals, Amendments,
Invoice etc) together with the IR. Discounted
Invoice, Invoice

10.6.5 The AP shall then check all documents against the Sales Contract, AP
Invoice to ascertain Accuracy and resolve any difference with Amendments,
the help of the respective parties. Discounted
Invoice, Invoice

10.6.6 In the case of genuine differences found, the AP shall prepare DN, CN AP
a DN / CN to rectify the differences.

10.6.7 The AP shall then send a copy of the IR and the related DN / IR, DN, CN AP
CN to the AFM for approval.

10.6.8 The AFM shall approve the IR and the DN / CN when IR, DN, CN AFM
satisfied with the results of the investigation.
Document STANDARD
OPERATING
PROCEDURE
Index
Edaran Digital Systems Berhad
Policies and Procedures Manual Version 1.0

Revision Date 1st June, 2002


SOP 10 Billings Dispute
Page No. Page 4 of 4

Section Procedures Document Process Owner

10.6.9 If the fault lies with the Customer, the AFM communicates the IR AFM
findings to the Customer, and the Customer signs the IR, to
formally complete and close the Billings Dispute.

10.6.10 The AFM shall match all closed reports against the RC in his RC AFM
file to ensure that ALL Disputes have been resolved.

10.7.0 APPENDICES
SOP10 Billings Disputes Process Flow

Group
: Financial j Project Sales Accounts
Customer
: Controller ; Manager Manager : Personnel

Lodge Lodge Lodge : Lodge


complaint : complaint complaint : complaint

1
10.6.1
I . Prepare investigation report (IR)

- -r
' I
0
v1
: 10.6.9 10.6.2 AFM to update RC
; Invalid 10.6.3 AP to conduct investigation
: complaint 10.6.4 AP to compile all supporting documents

' ,

I - ve\i d
tol*p\d~f

I
..
v
10.6.6
Receive , 10.6.7 Prepare
10.6.8
Credit/debit
note
4
Authorise 4 : Check the
creditldebit note
4
;
invoice or
creditldebit

I
.-
-.

0 I
Receive
4: I
invoice

Sign
investigation
report