Collections Dispute Resolution Guidelines

1. Collections Dispute Resolution Guidelines

2. Dispute Resolution Overview Distinction between collection ownership and dispute resolution ownership Collection ownership based on station which owns the bill to customer Dispute Resolution ownership is based on several factors, see “Dispute Resolution – Ownership Rules” Dispute Tracker Tool (DTT) system is being developed to automate management of disputes identified during the collections process Provides easy visibility to all logged disputes – stations self manage disputes Provides automated email notifications of disputes when logged Provides automated email escalations of unresolved disputes Provides metrics on disputes By status (Open/Closed) By customer By owning station By dispute reason By resolution owner DTT solution has anticipated delivery in early to mid September Interim solution model will be used until DTT is deployed

3. Overview - Interim Solution Model Collector contacts customer for payment on unpaid or short paid invoices Customer indicates some reason for non-payment (i.e. “dispute”) Collector adds invoice to manual log (EXCEL worksheet) Collector identifies a resolution owner and contacts them via email Collector will track open disputes via EXCEL worksheet and send follow up emails Dispute log will be sent to Station Managers every Monday for review

4. Overview - Dispute Tracker Tool Collector contacts customer for payment on unpaid or short paid invoices Customer indicates some reason for non-payment (i.e. “dispute”) Collector enters comments in Dispute Tracker Tool (DTT) against the invoice Resolution ownership based on invoice characteristics and dispute issue DTT sends email notification of dispute based on escalation structure DTT sends escalation emails based on escalation structure and timeline After final RVP escalation, dispute will be written off if not resolved in 7 days Exception: active good faith collection effort will suspend WO to 30 days

5. Dispute Resolution - Ownership Rules Resolution Ownership is based on several factors Initial factor is based on Dispute Issue Ownership assigned to Accenture, HCL or CEVA Distinction between HCL vs CEVA ownership based on 2 differentiators Invoices issued prior to HCL Billing and Rating go live belong to CEVA Post HCL go live, based on whether HCL or CEVA issued the invoice Within CEVA, ownership is defined based on Dispute Issue Station responsibility Account Management responsibility Corporate responsibility

6. Dispute Issues and Ownership Assignment Dispute Category Dispute Issue Appropriate Resolution Actions - - Ownership - - Invoiced by HCL CEVA Invoice copy needed Other support document(s) needed - available in DocVision - not available in DocVision Spot Quote Rating Issue Regular Tariff Rating Issue Weight Discrepancy Invoice issued to wrong Bill To customer Contractual or conventional information missing from invoice Information on invoice inconsistent with other backup documents Duplicate Invoice Service Failure Freight Damaged Invoice received outside delivery terms Non-payment due to age or frequency of error Invoice sent to customer has different amount from posted invoice EDI Processing Error Cash Application Error System Processing Error Customer Payment Deduction Customer has financial issues ACE ACE STN HCL HCL HCL HCL STN STN HCL STN STN AM AM HCL HCL ACE ACE CRP CRP ACE ACE STN STN STN STN STN STN STN STN STN STN AM AM STN CRP ACE ACE CRP CRP Reprint Invoice from various systems and deliver to customer via email, fax, mail/courier or IMS Reprint document(s) from DocVision and deliver to customer via email, fax, mail/courier or IMS Station to assemble document(s) and deliver to customer via email, fax, mail/courier or IMS Confirm invoice correctly rated or process system correction/adjustment Confirm invoice correctly rated or process system correction/adjustment Confirm shipment weight was correct or process system correction/adjustment Confirm correct bill to customer and process system correction Station assembles necessary information and submits to customer Station reviews file and provides clarification back to customer or corrects the invoice as may be necessary Verify duplicate invoice and void in system or advise clarification to customer that both billings are correct Confirm service fail and adjust charges in system or advise clarification to customer that billing is correct Confirm freight damage and advise customer to pay invoice and file claim, notify claims department Negotiate payment with customer or approve write off Negotiate payment with customer or approve write offf Confirm correct charges and adjust invoice in system or issue customer balance due invoice Raise issue to technical team, have full set of missing invoices re-triggered Review cash application and correct as necessary, or advise customer Raise issue to technical team for system fix Review reason for deduction, contact Account Management as necessary, process adjustment or advise customer deduction was taken in error and amount is still valid and due Corporate Collections Manager to review and action as necessary Billing Support Documents Rating Error Invoiced wrong customer Invoice missing mandatory info Other Operational Issues Other Non-Ops Issues • See embedded EXCEL document below for additional details

7. Definition: Notification Timelines • RVP Notifications will be combined, with a summary aging included

8. Escalation Path – East Region

9. Escalation Path – East Region (continued)

10. Escalation Path – Central Region

11. Escalation Path – Central Region (continued)

12. Escalation Path – West Region

13. Escalation Path – West Region (continued)