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Customer Responding Market Participant Receiving Market Participant Subject Matter Expert Market Participant Customer contacts Market Participant with.

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Presentation on theme: "Customer Responding Market Participant Receiving Market Participant Subject Matter Expert Market Participant Customer contacts Market Participant with."— Presentation transcript:

1 Customer Responding Market Participant Receiving Market Participant Subject Matter Expert Market Participant Customer contacts Market Participant with a Customer Inquiry ( ) Receiving Market Participant answers Customer Inquiry ( , ) Market Participant receives Customer Inquiry ( ) General Customer Inquiry ( & ) Can inquiry be resolved by Receiving Market Participant ( , & ) Customer receives response to inquiry ( , ) Yes No 1 Yes 2 RXQ.12.4Models RXQ General Practices for Customer Inquiries – Process Flow No

2 Customer Responding Market Participant Receiving Market Participant Subject Matter Expert Market Participant Identity confirmed ( ) No Customer informed of correct process ( ) 1 Receiving Market Participant responsible for Customer Inquiry ( , & ) Yes Receiving Market Participant responds to Customer Inquiry ( ) Customer receives response to inquiry ( ) Yes 2 No RXQ General Practices for Customer Inquiries – Process Flow

3 Customer Responding Market Participant Receiving Market Participant Subject Matter Expert Market Participant 2 Refer Customer Inquiry and forward all information to Responding Market Participant ( & ) Direct Customer to Responding Market Participant ( & ) Receiving Market Participant contacts Subject Matter Expert Market Participant to resolve Customer Inquiry ( & ) Customer receives contact Information for Responding Market Participant ( & ) Customer contacts Responding Market Participant ( & ) Responding Market Participant receives Customer Inquiry ( & ) Responding Market Participant responds to Customer ( & ) Customer receives response to inquiry ( & ) Responding Market Participant receives Customer Inquiry and Information ( & ) Responding Market Participant responds to Customer ( & ) 3 RXQ General Practices for Customer Inquiries – Process Flow Receiving Market Participant chooses response option ( & ) Option 3 Option 1 Option 2

4 Customer Responding Market Participant Receiving Market Participant Subject Matter Expert Market Participant RXQ General Practices for Customer Inquiries – Process Flow 3 Subject Matter Expert Market Participant receives Customer Inquiry from Receiving Market Participant ( & ) Subject Matter Expert Market Participant determines response to Customer Inquiry ( & ) Subject Matter Expert Market Participant sends response to Receiving Market Participant ( & ) Receiving Market Participant receives response from Subject Matter Expert Market Participant ( & ) Receiving Market Participant responds to Customer Inquiry ( & ) Customer receives response to inquiry ( & )

5 Customer Distribution Company Receiving Market Participant Supplier Customer contacts Market Participant with a Customer Inquiry regarding billing ( ) Receiving Market Participant responds to Customer Inquiry ( ) Market Participant receives Customer Inquiry regarding billing ( ) Receiving Market Participant responsible for inquiry ( ) Customer receives response to inquiry ( ) Yes No RXQ Market Participant Responsibilities For Customer Inquiries Regarding Billing Except in Markets Supporting the Registration Agent Model - Process Flow Receiving Market Participant chooses response option ( ) Forward Customer inquiry to Responding Market Participant ( ) 1 2 Option 1 Option 2 Direct Customer to appropriate Market Participant ( )

6 Customer Distribution Company Receiving Market Participant Supplier Customer Inquiry regarding Distribution Company charges ( & ) Distribution Company responds to Customer Inquiry ( & ) Receiving Market Participant refers inquiry to the Distribution Company ( ) Receiving Market Participant refers inquiry to the Supplier ( ) Supplier responds to Customer Inquiry ( & ) No 1 Customer receives response to inquiry (12.3.3) Customer receives response to inquiry (12.3.3) Yes Distribution Company receives Customer Inquiry and Information ( ) Supplier receives Customer Inquiry and Information ( ) RXQ Market Participant Responsibilities For Customer Inquiries Regarding Billing Except in Markets Supporting the Registration Agent Model - Process Flow

7 Customer Distribution Company Receiving Market Participant Supplier Customer Inquiry regarding Distribution Company charges ( & ) Distribution Company responds to Customer Inquiry ( & ) Receiving Market Participant directs Customer to contact Distribution Company ( ) Receiving Market Participant directs Customer to contact Supplier ( ) No 2 Customer receives response to inquiry (12.3.3) Customer receives response to inquiry (12.3.3) Yes Customer receives contact information for Distribution Company ( ) Customer contacts Distribution Company ( ) Distribution Company receives Customer Inquiry ( ) Customer receives contact information for Supplier ( ) Customer contacts Supplier ( ) Supplier receives Customer Inquiry ( ) Supplier responds to Customer Inquiry ( & ) RXQ Market Participant Responsibilities For Customer Inquiries Regarding Billing Except in Markets Supporting the Registration Agent Model - Process Flow

8 Customer Distribution Company Receiving Market Participant Supplier Customer contacts Market Participant with a Customer Inquiry regarding billing ( ) Receiving Market Participant answers Customer Inquiry ( ) Market Participant receives Customer Inquiry regarding billing ( ) Receiving Market Participant responsible for inquiry ( ) Customer receives response to inquiry ( ) Yes No RXQ Market Participant Responsibilities For Customer Inquiries Regarding Billing in Markets Supporting the Registration Agent Model - Process Flow Receiving Market Participant chooses response option ( ) Forward Customer inquiry to Responding Market Participant ( ) 1 2 Option 1 Option 2 Direct Customer to appropriate Market Participant ( )

9 Customer Distribution Company Receiving Market Participant Supplier Customer Inquiry regarding Distribution Company charges ( & ) Distribution Company responds to Customer Inquiry ( & ) Receiving Market Participant refers inquiry to the Distribution Company ( ) Receiving Market Participant refers inquiry to the Supplier ( ) Supplier responds to Customer Inquiry ( & ) No 1 Customer receives response to inquiry (12.3.3) Customer receives response to inquiry (12.3.3) Yes Distribution Company receives Customer Inquiry and Information ( ) Supplier receives Customer Inquiry and Information ( ) RXQ Market Participant Responsibilities For Customer Inquiries Regarding Billing in Markets Supporting the Registration Agent Model - Process Flow

10 Customer Distribution Company Receiving Market Participant Supplier Customer Inquiry regarding Distribution Company charges ( & ) Distribution Company responds to Customer Inquiry ( & ) Receiving Market Participant directs Customer to contact Distribution Company ( ) Receiving Market Participant directs Customer to contact Supplier ( ) No 2 Customer receives response to inquiry (12.3.3) Customer receives response to inquiry (12.3.3) Yes Customer receives contact information for Distribution Company ( ) Customer contacts Distribution Company ( ) Distribution Company receives Customer Inquiry ( ) Customer receives contact information for Supplier ( ) Customer contacts Supplier ( ) Supplier receives Customer Inquiry ( ) Supplier responds to Customer Inquiry ( & ) RXQ Market Participant Responsibilities For Customer Inquiries Regarding Billing in Markets Supporting the Registration Agent Model - Process Flow


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