POL00448043
POL00448043
Review Committee — Terms of Reference
‘Once per quarter (May,
‘Aug, Nov and Jan} or
mare often athe
sctetion ofthe Cha
ico opt esto Opn Mara 2 Twn Mang, Seo to Ani
esr mrane
‘+ Review cases escalated rom the Weeky Case Review and decide on actions to
be taken for retolation,
Review Network Support & Resolution performance dashboard vs LAS
Provider oversight ofthe review process and feedback on cause anayss,
+ Decideon resolution from findings and eutcomes of cases documented to be
assed tothe relevant team fraction.
Assure decisions made ave far and rearonabie fo the creumstances ef the
= The Dispute Resolution Review Committee should meet once every quarter, plur at the dizretonof the
Chair inclreumetances suchas te occurrence of an evento excalaton of rita sk, which requires
inmmediate ation. A weeky ease reviews performed to avoid days in eutcome-based decision making
to excalate any relevant caes tothe Commitee, as appropiate,
+ Aquoram {majority attendance) shouldbe in place forthe fll duration of each meeting,
+ Agenda and mectng packshould be circulated atleast two days prio to the meeting.
Minutes shouldbe taken and erculated within reasonable timescales (2-3 dave)
Retail Performance Dashboard,
Cause analysis (lose eases).
(Quality aesurance fnaings(f appeal).
Reports (ete studies) fom weekly ease review.
Findings and dec'sons on cares documented and passed onto relevant team to action the resolution.
Ust of required actions for qualty assurance findings
Ust factions required from cause anaiys's.
‘Any established losses to ne forwarded to tre Postmaster Account Support Team,
Ustof esses not estaolshed upto £100k fr financial write of.
POL-BSFF-104-0000002