Modification Proposal 0474: Inclusion of the guidelines relating to the “Customer Settlement Error Claims Process” within UNC governance.

Modification Proposal 0474: Inclusion of the guidelines relating to the “Customer Settlement Error Claims Process” within UNC governance. To support the implementation of Modification 0429: “Customer Settlement Error Claims Process” Xoserve has developed a process to manage claims including details of timelines, supporting information, templates etc. This process lends itself to inclusion within a guidance document “the Guidelines”. Without such guidance Xoserve may find it difficult to manage the claims and Users may be uncertain regarding the structure of any such claim and the nature of any supporting information to be provided.

Alternatives considered: Modification Proposal 0474: Inclusion of the guidelines relating to the “Customer Settlement Error Claims Process” within UNC governance. Alternatives considered: More detail to be contained within TPD. This option may not be suitable until one or several claims have been received and any issues associated have been investigated and lessons have been learnt. Guidance document created but not referred to in the UNC or bought under UNC governance.

Modification Proposal 0474: Inclusion of the guidelines relating to the “Customer Settlement Error Claims Process” within UNC governance. What is proposed: Develop the guidelines as part of the Modification development Append these guidelines to the Modification Proposal Include a reference to the guidelines within the TPD Include governance arrangement within UNC TPD Section V12.

Modification Proposal 0474: Inclusion of the guidelines relating to the “Customer Settlement Error Claims Process” within UNC governance. We recommend that this Modification Proposal be subject to Self-Governance procedures and is referred to a Workgroup for development.