Recommendation 9:“Sustain and improve good customer relations when collecting payment for disputed bills, in particular when collection of payments is outsourced”
Observation: Before going to mediation, a customer with a pending complaint on a bill may in certain cases continue to receive reminders, even for a disputed bill. This upsets the customer, who considers such reminders as harassment, whereas he expects a response to his complaint from the supplier. This annoyance is often mentioned in mediation cases.
Recommendation: In such situations, the disputed bill should be set aside and not be the subject of a payment reminder until the supplier has responded.
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