An energy retailer is leading a customer billing remediation program to restore trust and reduce complaint volume after repeated billing errors. The program includes billing-engine fixes, data cleanup, call-center playbooks, and regulator reporting components. The regulator expects a dated remediation plan and the technology team wants to defer customer communication. The governance board asks for a recommendation that can survive audit and stakeholder challenge. A regulator asks for the rationale behind a gate decision made nine months ago. What governance practice should have protected the program?
