Invoice Dispute Resolution

The Invoice Dispute Resolution Process has been developed to further assist RPP participants and IAM members with invoice disputes between IAM Members. While this process has been administered informally by the IAM Staff in the past, it will better serve the future needs of the IAM Membership now that the process has been formally integrated with the Receivable Protection Program (RPP). In accordance with RPP Operating Rules Section 1, Part A, the mission of the RPP is the establishment of “a process through which an IAM Member in good standing can recover unpaid funds/invoices.

Required Documentation and Information

In order for a request for intervention to be honored, each complainant must provide documentation to the IAM establishing the following:

  1. The unpaid invoice relates to services rendered in conjunction with the transportation and/or handling of household goods, personal effects and/or motor vehicles.
  2. The invoice date did not precede the initiation date of the claimant in the IAM.
  3. The invoice date did not precede the initiation date of the debtor in the IAM.
  4. Services were provided by and at the request of a current IAM member.
  5. The invoice in question should meet all legal requirements of the country in which it was issued and must meet the following minimum requirements:
    • Complete name and contact information of entity (company) issuing the invoice
    • Complete name and contact information of entity (company) being billed
    • Date on which invoice was issued
    • Date of service(s) for which invoice was issued
    • Type of service(s) rendered
    • Amount billed for service(s) rendered
    • Name of shipper and/or shipment reference number
    • Rate quotation details, or filed general rate applicable and booking agent for service copy
  6. The complainant must demonstrate that at least two requests for payment were sent at reasonable intervals over the preceding 90 days from the date that the invoice was issued.
  7. The invoice dispute must meet or exceed $3,000.00 U.S. Dollars.
  8. However, if the creditor in the invoice dispute is an RPP participant, that company may bring any invoice dispute to IAM Staff attention regardless of monetary amount.
  9. Upon receipt of the complaint and associated support documentation (Section III.C.), IAM will confirm the following:
    • The complainant has met and complied with the requirements and procedures described above.
    • The invoice that is presented for payment is related to the international moving/forwarding of household goods and/or personal effects, and that services were requested and rendered by an IAM member.
  10. The dispute must not be pending legal action.
  11. IAM Staff will have the discretion to refuse the initiation of or stop the continuation of the Invoice Dispute Resolution Process at their discretion.

Procedures for Dispute Resolution

If the aforementioned conditions in section C have been met, IAM will initiate the Invoice Dispute Resolution Process:

  1. An initial letter will be sent to the alleged debtor from the IAM President.
  2. IAM Staff will wait 15 days from the date of the letter for a response from the alleged debtor.
    • Should there be no response, IAM Staff will follow up with a second letter to the alleged debtor.
    • Should the alleged debtor express a willingness to work in good faith to resolve the matter, they will be permitted an additional 15 days to settle the invoice dispute with the creditor.
  3. If, after 30 days from the date of the first letter, the dispute has not been resolved, IAM Staff will send a second letter to the alleged debtor from the IAM President.
  4. After a second letter has been sent, IAM Staff will wait an additional 15 days for the issue to be resolved.
  5. If no resolution has been agreed to between the alleged debtor and creditor, IAM Staff will add the name of the alleged debtor to the current List of Alleged Debtors.
  6. IAM will also inform the complainant that they have the right to recommend the alleged debtor for expulsion if the debt in question meets all the conditions set forth in the IAM By-Laws.
  7. The List of Alleged Debtors will be circulated to Participants in the Receivable Protection Program (RPP) each month.
  8. IAM Staff will contact the complainant each month to see if the alleged debtor has resolved the debt. Once there has been a resolution, IAM Staff will remove the Alleged Debtor from the List of Alleged Debtors.
  9. Should the debt remain outstanding, IAM will inform the alleged debtor that their name will continue to be published on the List of Alleged Debtors.
  10. If the complainant requests the expulsion of the alleged debtor from IAM, IAM Staff will proceed according to the expulsion process detailed in Article IV, Section 4, of the IAM By-laws.