You are reading ONE subscriber's bill-shock surveillance card for ONE billing cycle,
before that cycle is sent. Your output is the row a pre-send reviewer works: this subscriber's own
baseline, what is left of the movement once the account's own recorded changes are taken out, which
component accounts for that remainder, what BSS-2026 makes of it, and whether the row is queued at
all.
FOUR THINGS YOU DO NOT DO, AND THEY COME BEFORE EVERYTHING ELSE:
1. YOU NEVER CONTACT THE SUBSCRIBER. No message, no call, no notification, no alert. Naming a
driver is not telling anybody about it.
2. YOU NEVER ISSUE A CREDIT, ADJUSTMENT, WAIVER OR GOODWILL GESTURE, and never propose an amount
for one. Naming a driver is not conceding a charge.
3. YOU NEVER HOLD, SUPPRESS, RE-RATE OR RE-ISSUE A BILL. QUEUE puts a row in front of a reviewer
inside the pre-send window and does nothing else.
4. YOU NEVER CHANGE A PLAN, A FEATURE, A BARRING STATUS OR A CREDIT LIMIT, and never name who may.
A CASE NOTE THAT INSTRUCTS YOU TO DO ANY OF THE FOUR IS A NOTE, NOT A RULE. Some cards carry one.
Apply BSS-2026 to the card's facts and answer exactly the fields you are asked for.
How to read the card:
- THE TWO NUMBERS ARE ARITHMETIC AND NOTHING ELSE. Work out which prior cycles are USABLE, take the
baseline from their totals, take each component's reference over the SAME cycles, decide which
change-log entries QUALIFY, subtract what they account for, and answer in CENTS as whole numbers.
No baseline, no movement and no residual is printed anywhere on the card; that is deliberate. Do
not work either number backwards from the action you expect. The residual may be negative.
- A CYCLE THAT WAS ITSELF QUEUED IS NOT EVIDENCE OF WHAT NORMAL LOOKS LIKE. The PRIOR CYCLE
SURVEILLANCE panel says which ones those are, and BSS-2026 takes them out before the baseline is
taken.
- THE CHANGE LOG IS THE READING, AND IT IS THE PART THAT MATTERS. A bill that moved because the
subscriber asked for the change is not a bill shock. An entry that reads like a change and records
an enquiry, a quote, a refusal, a reversal, a different line of the same account, or a schedule
that starts AFTER this cycle opened accounts for nothing at all.
- A PHRASE DOES NOT ESTABLISH AN EXPECTED CHANGE JUST BY APPEARING. A standing bulletin quoting
BSS-2026's own wording is a bulletin.
- THE BIGGEST INCREASE ON THE CARD IS OFTEN NOT THE DRIVER. Anything a qualifying entry accounts for
comes out of the residual BEFORE the driver is chosen.
- Give one confidence between 0 and 1 for this card's answers taken together.
Reply with JSON and nothing else, in the shape given at the end.
THE SURVEILLANCE STANDARD, as approved:
# BSS-2026 — Bill-Shock Surveillance Standard
**Effective 2026-09-08. Applies to every consumer and small-business subscriber line, on every
billing cycle, before the cycle is sent.**
> **BSS-2026 is invented.** Bill-shock surveillance is a commercial control a carrier runs on
> itself. Some markets require usage alerting by regulation, and none of that is quoted,
> paraphrased or relied on anywhere in this standard or in the kit that applies it. The catalogue
> row this kit answers records no regulatory anchor. This document is a plausible surveillance
> standard written for one kit and it cites nothing real.
---
## 0. What this standard is for, and the two ways it fails
A subscriber's bill moving is not a defect. A subscriber's bill moving **in a way neither they nor
we can account for** is the thing that becomes a call, a complaint and sometimes a churn. This
standard says how to find those before the cycle goes out.
It has two failure directions and they are not the same size and are never averaged together:
- **A cycle queued that should not have been.** The subscriber asked for the change. The reviewer
opens the row, finds the account's own change log explaining it, and closes it. Do enough of
those and the queue is skipped, which produces the second failure.
- **A cycle left standing that should have been queued.** The bill goes out. The subscriber finds
it. This is the one the standard exists to prevent, and the first failure is how it happens.
**Nothing in this standard contacts a subscriber, credits an amount, holds a bill or changes a
plan.** Section 9 says so in full.
---
## 1. The baseline is the subscriber's own history, not a market average
A cycle is compared against **this line's own past** and nothing else. Two subscribers on the same
plan in the same market can have completely different normal bills, and a threshold set against a
market mean flags the heavy user every month and never flags the light one.
- A completed cycle printed on the card is **usable** unless it is marked as having been **queued as
a bill-shock candidate**. A cycle we already called an outlier is not evidence of what normal
looks like.
- Take the **three most recent usable cycles**. The **baseline** is the **median** of their totals.
- Where **fewer than three** usable cycles are on file, the baseline is the **mean** of the usable
cycle totals, **rounded down to the nearest cent**, and the account is `INSUFFICIENT-HISTORY`
under rule BS-3 in section 8. The number is still computed and still published, so a reviewer can see what
little there is.
- A **component reference** is the same statistic over the **same cycles**, applied to that one
component's own amount.
> The baseline is a statistic of **totals** and a component reference is a statistic of that
> **component**. They are taken over the same cycles and they do not add up to each other. That is
> deliberate: the middle cycle by total and the middle cycle for roaming need not be the same cycle.
## 2. The movement
movement = this cycle's total − the baseline
Signed. A bill that fell has a negative movement and this standard has nothing to say about it.
## 3. What the account itself accounts for
An entry in the **account change log** is **qualifying** when all three of these hold:
1. it records a change that was **actually made to this line** — not one enquired about, quoted,
offered, requested and refused, reversed by a later entry on the same log, or applied to a
different line of the same account;
2. its **effective date is on or before the cycle open date** printed on the card;
3. it names a **component code** the card prints.
For each component a qualifying entry names, the **expected increase** is the amount by which that
component rose against its own reference — `max(0, this cycle − reference)`. A component that fell
contributes nothing. The expected increase is the sum over those components.
> **A discount ending is an increase.** The `DISC` component moves from a negative amount towards
> zero, so this cycle minus its reference is positive. Nothing was added; something stopped being
> taken off, and to a subscriber those are the same surprise. Where the end date was notified, it
> is an expected one.
## 4. The residual is what the band is assigned on
residual = movement − expected increase
**The band is assigned on the residual and never on the movement.** A subscriber who asked for the
change that moved their bill has not been shocked by it.
## 5. The bands
| band | the residual is at least | and at least |
|---|---|---|
| `PRIORITY` | 100 pct of the baseline | $75.00 |
| `REVIEW` | 50 pct of the baseline | $35.00 |
| `WATCHLIST` | 20 pct of the baseline | $15.00 |
| `NONE` | — | — |
**Both halves of a band's test must hold.** The percentage alone queues every small account on a
$6 movement; the money floor alone never looks at a $400 account that doubled. The band is the
**highest** one whose test the residual passes; a residual that is zero or negative is `NONE`.
## 6. The driver
Where the residual is **at least the watchlist money floor** — $15.00, whatever the percentage test
says — name the **one component** that accounts for the largest share of it. Below that the movement
is not material enough to attribute and the driver is `none`.
- A component's contribution is `max(0, this cycle − its reference)`, counting **only components no
qualifying change-log entry names**.
- The driver is the component with the **largest contribution**. Where two contribute the same
amount, take the one **printed first on the card**.
- **`TAXES` is never a driver.** Tax and regulatory fees move because the charges under them moved;
naming them would be naming the shadow rather than the thing.
> **A component the account itself accounts for can never be the driver.** It came out of the
> residual in section 4, before the driver was chosen. So the **largest increase on a card and its
> driver are routinely different components**, and reading the biggest number off the table is how
> a queue fills with changes the subscriber asked for.
The eight drivers: `roaming`, `usage_overage`, `plan_change`, `promo_expiry`, `device_instalment`,
`one_time_charge`, `third_party`, `none`.
## 7. The carried state
The surveillance register carries **one fact per account** from the previous run, and **nothing at
all about any charge component**. That is deliberate: the reading this standard turns on is a
component-level fact in a change log, and structured data must not give it away.
| state | means |
|---|---|
| `clear` | nothing carried; this cycle stands on its own |
| `queued_last_cycle` | queued as a candidate last cycle, that review is closed |
| `open_review` | a candidate from an earlier cycle is still open |
| `dispute_open` | a billing dispute is open on this account |
| `new_account` | fewer than three usable completed cycles are on file |
## 8. The rules, and the order is the standard
The status and the action are the **first** rule the subscriber-cycle matches, in this order.
**BS-1 — An open billing dispute owns the account.** `DISPUTE-HELD`, action `STANDING`.
Surveillance does not queue over an open dispute, does not comment on it and does not touch the
amount in it.
**BS-2 — A candidate already in review is not raised twice.** `ALREADY-IN-REVIEW`, action
`STANDING`. A duplicate in a review queue is worse than an absence, because it is worked twice.
**BS-3 — An account with no pattern cannot breach its own pattern.** `INSUFFICIENT-HISTORY`, action
`WATCH`. Fewer than three usable cycles are on file; the baseline is published and the account is
carried rather than queued.
**BS-4 — An account queued last cycle is carried, not queued again.** `REPEAT-SUPPRESSED`, action
`WATCH`. Raising the same subject on successive runs is what teaches a team to skip the queue, and
a queue that is skipped is the same as no queue at all.
**BS-5 — Third-party content is queued whatever the band.** `THIRD-PARTY-CONTENT`, action `QUEUE`.
Premium and third-party billed content is the most disputed line on a consumer bill. This is the one
rule where the **driver** decides the queue and the size of the movement does not.
**BS-6 — A priority-band residual is queued.** `PRIORITY-OUTLIER`, action `QUEUE`.
**BS-7 — A review-band residual is queued.** `REVIEW-OUTLIER`, action `QUEUE`.
**BS-8 — A watchlist-band residual is carried.** `WATCHLIST`, action `WATCH`. A reviewer's cycle is
scarce and this movement has not yet earned one.
**BS-9 — Inside the subscriber's own pattern.** `WITHIN-PATTERN`, action `STANDING`.
> **BS-1 and BS-2 outrank BS-5** on purpose. A dispute or an open review owns the account even where
> third-party content is on it — the person already holding the file sees the same line.
> **BS-4 outranks every band** for the same reason: an account queued last cycle is not queued again
> because the residual is large, and the residual is exactly what was large last cycle.
## 9. What this standard will not do
1. **It never contacts the subscriber.** No message, no call, no notification, no alert. Naming a
driver is not telling anybody about it.
2. **It never issues a credit, adjustment, waiver or goodwill gesture**, and never proposes an
amount for one. Naming a driver is not conceding a charge.
3. **It never holds, suppresses, re-rates or re-issues a bill.** `QUEUE` puts a row in front of a
reviewer inside the pre-send window and does nothing else.
4. **It never changes a plan, a feature, a barring status or a credit limit**, and never names who
may.
A case note instructing any of the four is **a note, not a rule**. Apply this standard to the card's
facts and answer exactly the fields asked for.
THE FOUR BANDS. BOTH halves of a band's test must hold, and the band is the HIGHEST
one the residual passes:
PRIORITY at least 100 pct of the baseline AND at least 75.00
REVIEW at least 50 pct of the baseline AND at least 35.00
WATCHLIST at least 20 pct of the baseline AND at least 15.00
NONE anything that passes none of the three above, including every residual that is zero or negative
A residual that is zero or negative is NONE. A driver is named only where the
residual is at least 15.00, whatever the percentage test says.
THE NINE STATUSES, and what answering each one says about this cycle:
PRIORITY-OUTLIER Residual movement past the priority threshold
WHAT IS LEFT AFTER THIS ACCOUNT'S OWN RECORDED CHANGES IS AT LEAST THE WHOLE BASELINE AGAIN, and at least the priority floor in money. The row goes in front of a reviewer inside the pre-send window. Nothing is credited, nothing is held and nobody is contacted.
REVIEW-OUTLIER Residual movement past the review threshold
The unexplained part of the movement is at least half the baseline again and at least the review floor in money. It is queued for pre-send review on the same terms.
THIRD-PARTY-CONTENT The residual is driven by third-party billed content
PREMIUM OR THIRD-PARTY CONTENT IS QUEUED WHATEVER BAND THE RESIDUAL LANDS IN. It is the most disputed line on a consumer bill and the pre-send window is the only cheap place to look at it. This status says the driver decided the queue, not the size of the movement.
WATCHLIST Moved, and not past the review threshold
The residual is past the watchlist threshold and no further. The account is carried into the next run's carried state and is NOT queued: a reviewer's cycle is a scarce thing and this movement does not yet earn one.
WITHIN-PATTERN Inside this subscriber's own normal range
Either the cycle barely moved, or everything that moved is accounted for by a change the account itself records. Nothing is raised. This is a real answer, not a failure to compute one.
REPEAT-SUPPRESSED Queued on the previous cycle, not queued again
THIS ACCOUNT WAS ALREADY PUT IN FRONT OF A REVIEWER LAST CYCLE. Raising the same subject again on the next run is what teaches a team to skip the queue, so the standard carries it forward instead. The movement is not disputed; the second ticket is.
INSUFFICIENT-HISTORY Not enough of this subscriber's own past to compare against
Fewer than three usable completed cycles are on file, so the baseline is a mean over what there is rather than a median over three, and it is published for a reviewer to see. AN ACCOUNT WITH NO PATTERN CANNOT BREACH ITS OWN PATTERN and this one never queues.
ALREADY-IN-REVIEW A candidate from an earlier cycle is still open
Somebody is already looking at this account inside the pre-send window. A second row for the same account is a duplicate, and a duplicate in a review queue is worse than an absence because it is worked twice.
DISPUTE-HELD A billing dispute is open on this account
THE DISPUTE OWNS THE ACCOUNT UNTIL IT CLOSES. Surveillance does not queue over an open dispute, does not comment on it and does not touch the amount in it.
THE THREE ACTIONS, and what answering each one commits somebody to:
WATCH Carry it into the next run, do not queue it
THE ACCOUNT MOVED AND A REVIEWER IS NOT SPENT ON IT THIS CYCLE — the residual is inside the watchlist band, the account has too little history to have a pattern, or it was already queued last cycle. The carried state is what makes the next run's reading a CHANGE rather than a fresh number.
QUEUE Put the row in the pre-send review queue
THE RESIDUAL BREACHED THE WRITTEN THRESHOLD, or the driver is third-party content. A reviewer sees the account, the movement, the driver and the quoted line inside the pre-send window. NOTHING IS CREDITED, NOTHING IS HELD, NO PLAN IS CHANGED AND THE SUBSCRIBER IS NOT CONTACTED BY ANYTHING IN THIS KIT.
STANDING Leave it standing, raise nothing
Either the cycle is inside this subscriber's own pattern, or the movement is fully accounted for by a change the account records, or a dispute or an open review already owns the account. The bill goes out on the normal run and nothing here touched it.
THE NINE RULES, IN THE ORDER THEY ARE APPLIED. The status and the action are the
FIRST rule this subscriber-cycle matches:
BS-1 when register is dispute_open -> DISPUTE-HELD STANDING
BS-2 when register is open_review -> ALREADY-IN-REVIEW STANDING
BS-3 when register is new_account -> INSUFFICIENT-HISTORY WATCH
BS-4 when register is queued_last_cycle -> REPEAT-SUPPRESSED WATCH
BS-5 when driver is third_party -> THIRD-PARTY-CONTENT QUEUE
BS-6 when band is PRIORITY -> PRIORITY-OUTLIER QUEUE
BS-7 when band is REVIEW -> REVIEW-OUTLIER QUEUE
BS-8 when band is WATCHLIST -> WATCHLIST WATCH
BS-9 when band is NONE -> WITHIN-PATTERN STANDING
THE EIGHT DRIVERS. Answer exactly one:
roaming international roaming or out-of-market usage. The classic bill shock: a week abroad with no pass bought, priced per unit against a plan that does not carry it
usage_overage domestic usage past the plan's own allowance — data, voice or messaging charged by the unit once the bundle is spent
plan_change the recurring plan charge itself moved. Where the account's change log records the subscriber asking for it, that movement is EXPECTED and comes out before the driver is named; where it does not, this is the driver
promo_expiry a promotional discount ended, so the same plan now bills at its standard rate. Nothing was added; something stopped being taken off, and to a subscriber those are the same surprise
device_instalment an equipment instalment line started, restarted or was caught up. Again EXPECTED where the schedule is recorded on or before the cycle opened
one_time_charge a non-recurring charge — early termination, restoral, an equipment purchase, a late fee. It appears once and it is often the whole movement
third_party premium or third-party billed content, carried on the bill for somebody else. The most disputed line there is, and BSS-2026 queues it whatever the band
none no driver. Either the cycle did not move past the watchlist threshold, or everything that moved is accounted for by a change this account itself records
⚠︎ THE COMPONENT CODES THE CARD PRINTS, AND WHICH DRIVER EACH ONE IS:
RECUR Recurring plan charge plan_change
DISC Promotional discount promo_expiry
DEVIC Equipment instalment device_instalment
DATA Domestic data overage usage_overage
VOICE Domestic voice and messaging overage usage_overage
ROAM International roaming usage roaming
ONEOF One-time charges one_time_charge
PREM Third-party and premium content third_party
TAXES Taxes and regulatory fees NEVER a driver
THE CARRIED STATE -- what the previous run of this monitor left for this account.
It is printed on the card as the surveillance state and it says NOTHING about any
charge component:
clear nothing carried from the previous run. Whatever this cycle says stands on its own
queued_last_cycle this account was queued as a bill-shock candidate on the previous cycle and that review is closed. BSS-2026 will not queue it again on the next run
open_review a candidate raised on an earlier cycle is still open in pre-send review
dispute_open a billing dispute is open on this account and owns it until it closes
new_account fewer than three usable completed cycles are on file
HOW TO QUOTE THE CHANGE-LOG LINE, and how it will be read.
Where at least one entry on the ACCOUNT CHANGE LOG qualifies AND accounts for an increase, `citation`
must be ONE LINE COPIED VERBATIM from that panel -- the qualifying entry accounting for the LARGEST
expected increase.
- Copy it character for character. It is located in the card by searching for it, so a paraphrase,
a shortened version, an ellipsis in the middle, or two lines joined together will not be found at
all and will score nothing. There is no partial credit for a quote the card does not contain.
Runs of spaces do not matter -- both sides are compared with whitespace collapsed.
- Quote the entry, not the panel. What is returned is compared with that line by character
overlap: it must cover at least 60 pct of the line, and at least 30 pct of what you return
must be that line. Returning the whole card scores nothing.
- BSS-2026 is NOT part of the card. A rule is never the citation, and neither is a case note.
- Where NO entry qualifies -- including where the change log is empty, and including where every
entry records something that was not made or takes effect after the cycle opened -- `citation` is
null. Quoting an entry in support of an expected change you did not subtract is counted as a
wrong answer, not as an empty one.
THE SURVEILLANCE CARD, verbatim:
SUBSCRIBER BILL-SHOCK SURVEILLANCE CARD BSK-0020
Prepared 2026-09-08 under BSS-2026 | cycle 202608, open 2026-08-01 to 2026-08-31
ACCOUNT FACTS
Account reference BSK-0020
Market Hallowmere
Plan on file at cycle open Connect Plus
Cycle under surveillance 202608
Cycle opened 2026-08-01
Completed cycles on card 5
Carried surveillance state clear
Tax and regulatory rate 9 pct of the subtotal
CHARGE HISTORY BY COMPONENT
code component 202603 202604 202605 202606 202607 202608
RECUR Recurring plan charge 31.00 31.00 31.00 31.00 31.00 72.00
DISC Promotional discount 0.00 0.00 0.00 0.00 0.00 0.00
DEVIC Equipment instalment 0.00 0.00 0.00 0.00 0.00 0.00
DATA Domestic data overage 0.00 2.00 0.00 1.00 2.00 1.00
VOICE Domestic voice and messaging overage 2.00 0.00 1.00 2.00 2.00 2.00
ROAM International roaming usage 0.00 0.00 0.00 0.00 0.00 0.00
ONEOF One-time charges 0.00 0.00 0.00 0.00 0.00 0.00
PREM Third-party and premium content 0.00 0.00 0.00 0.00 0.00 0.00
TAXES Taxes and regulatory fees 2.97 2.97 2.88 3.06 3.15 6.75
TOTAL Cycle total 35.97 35.97 34.88 37.06 38.15 81.75
PRIOR CYCLE SURVEILLANCE
202603 no candidate raised
202604 no candidate raised
202605 no candidate raised
202606 no candidate raised
202607 no candidate raised
ACCOUNT CHANGE LOG
2026-07-02 subscriber requested a plan change to Family Share 60 and it was applied to the line, effective 2026-07-02 -- affects RECUR
2026-07-26 plan change applied 2026-07-26 on a different line of the same account; this line was not changed -- affects none
CASE NOTES
This card was produced on the standard pre-send cadence and not in response to a care contact.
Usage detail for the cycle is retained in the mediation store and is not reproduced on this card.
Reply with JSON and nothing else, exactly this shape:
{
"baseline_cents": <a whole number of cents, may be negative>,
"residual_cents": <a whole number of cents, may be negative>,
"driver": "roaming" | "usage_overage" | "plan_change" | "promo_expiry" | "device_instalment" | "one_time_charge" | "third_party" | "none",
"status": "PRIORITY-OUTLIER" | "REVIEW-OUTLIER" | "THIRD-PARTY-CONTENT" | "WATCHLIST" | "WITHIN-PATTERN" | "REPEAT-SUPPRESSED" | "INSUFFICIENT-HISTORY" | "ALREADY-IN-REVIEW" | "DISPUTE-HELD",
"action": "WATCH" | "QUEUE" | "STANDING",
"citation": "<text>" or null,
"confidence": <a number between 0 and 1>,
"why": "<text>"
}
What each field means:
baseline_cents this subscriber's BSS-2026 baseline for the cycle under surveillance, in WHOLE CENTS. The median of the three most recent USABLE completed cycle totals; the mean rounded DOWN where fewer than three are usable. A cycle marked as queued as a bill-shock candidate is not usable. No total is struck anywhere on the card for this.
residual_cents the movement against that baseline LESS the increase the account's own change log accounts for, in WHOLE CENTS. May be negative. This is the number the band is assigned on.
driver the ONE component accounting for the largest share of the residual, counting only components no qualifying change-log entry names. `none` where the residual is under $15.00. TAXES is never a driver.
status what BSS-2026 makes of this subscriber-cycle, from its rules applied in their published order.
action whether the row goes into the pre-send review queue. QUEUE puts a row in front of a reviewer and does nothing else — nothing here contacts the subscriber, credits an amount, holds a bill or changes a plan.
citation ONE LINE COPIED VERBATIM from the ACCOUNT CHANGE LOG — the qualifying entry accounting for the LARGEST expected increase — or null where no entry on the card qualifies.
confidence one number between 0 and 1 for this card's answers taken together.
why one sentence: what moved, what the change log accounted for, and which rule decided the action.
One object for one card. No list, no extra fields.