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OPERATING
PROCEDURE
Index
Edaran Digital Systems Berhad
Policies and Procedures Manual Version 1.0
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:-
10.2.2 To ensure that all complaints are logged and handled within a
reasonable period.
10.3.0 ABBREVIATIONS
10.5.0 POLICIES
10.5.2 The AFM is ultimately responsible for the resolving of the IR..
Customer Name
Invoice in dispute
Party raising the Dispute
Findings
Reason for Findings
Signature of all parties involved.
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
10.6.2 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
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
1
10.6.1
I . Prepare investigation report (IR)
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: 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
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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
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0 I
Receive
4: I
invoice
Sign
investigation
report