There are some criteria that must be taken into account before Teleroute accepts a case. These criteria can be found in the Terms & Conditions, and the most important are:

• both the issuing and receiving companies specified on the unpaid invoice must be existing Teleroute customers;
• the original offer was found on the Teleroute freight exchange;
• the unpaid invoice must be at least 60 days over the due date, but not more than 1 year;
• there may be no dispute over the work;
• several documents that support the case must be transferred to Teleroute.

The documents that need to be transferred to Teleroute within 2 weeks after the opening of the case are:

• a copy of the unpaid invoice;
• a copy of the transport order;
• a copy of the CMR, and
• a printed copy of the offer (proving that the invoice is related to an offer which was originally posted by the defaulter on the Teleroute freight exchange).

Process to follow

• Step 1 “Initiate case”: Consulter (complainer) initiates a case online or calls the hotline to initiate the case. The hotline provides a link to a web page that must be completed by the complainer.
   
• Step 2 “Send supporting documents”: Consulter faxes all the requested documents.
   
• Step 3 “Validate case”: Teleroute will verify whether all the documents have been made available and are correct, and all criteria have been met. In the case of a successful validation, the fee is charged, and in the case of a rejection, no fee is charged and the consulter is informed that the case cannot continue.
   
• Step 4 “Manage case”: Depending on the characteristics of the case, Teleroute will undertake a series of actions towards the defaulter with the aim of getting the defaulter to agree to paying the invoice.
   
• Step 5 “Close case”: When a final outcome has been reached, the case is closed and the consulter informed about the outcome. A case which is open for more than 90 days will be automatically closed.