Every dispute must be thoroughly documented. Good documentation protects both the company and the customer.
Required Information
Initial dispute case:
Date and time of dispute claim
Customer's specific claim (in their words)
Charges being disputed
Amount customer believes is correct
Customer's explanation/reasoning
Investigation notes:
What was reviewed
Data points examined
Findings from each investigation step
Any anomalies discovered
Conclusion
Resolution:
What action was taken
Amount of any credit/adjustment
Reason for adjustment (or reason charges upheld)
Customer's response to resolution
Any follow-up required
Documentation Examples
Good documentation:"Customer disputes 2/15-3/15 bill showing 1,450 kWh usage, claims impossible as they were in Florida for 3 weeks. Investigation: Reviewed daily usage data from smart meter - shows consistent 40-45 kWh daily usage throughout entire period including dates customer claims to be away. Customer admitted leaving heat at 68°F while gone and has electric water heater. Usage consistent with unoccupied home with heating and baseline loads. Explained usage breakdown to customer using daily data. Customer accepted explanation after seeing data. No adjustment warranted. Case closed."
Poor documentation:"Customer complained about high bill. Checked it. Bill is right. Explained to customer."
