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

Published byEric Miles Modified over 10 years ago

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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 (12.3.1.1) Receiving Market Participant answers Customer Inquiry (12.3.1.2, 12.3.1.4) Market Participant receives Customer Inquiry (12.3.1.1) General Customer Inquiry (12.3.1.2 & 12.3.1.3) Can inquiry be resolved by Receiving Market Participant (12.3.1.2, 12.3.1.4 & 12.3.1.5) Customer receives response to inquiry (12.3.1.2, 12.3.1.4) Yes No 1 Yes 2 RXQ.12.4Models RXQ.12.4.1 General Practices for Customer Inquiries – Process Flow No

2 Customer Responding Market Participant Receiving Market Participant Subject Matter Expert Market Participant Identity confirmed (12.3.1.6.1) No Customer informed of correct process (12.3.1.6.3) 1 Receiving Market Participant responsible for Customer Inquiry (12.3.1.6.2, 12.3.1.6.4 & 12.3.1.6.5) Yes Receiving Market Participant responds to Customer Inquiry (12.3.1.6.4) Customer receives response to inquiry (12.3.1.6.4) Yes 2 No RXQ.12.4.1 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 (12.3.1.5 & 12.3.1.6.5) Direct Customer to Responding Market Participant (12.3.1.5 & 12.3.1.6.5) Receiving Market Participant contacts Subject Matter Expert Market Participant to resolve Customer Inquiry (12.3.1.5 & 12.3.1.6.5) Customer receives contact Information for Responding Market Participant (12.3.1.5 & 12.3.1.6.5) Customer contacts Responding Market Participant (12.3.1.5 & 12.3.1.6.5) Responding Market Participant receives Customer Inquiry (12.3.1.5 & 12.3.1.6.5) Responding Market Participant responds to Customer (12.3.1.5 & 12.3.1.6.5) Customer receives response to inquiry (12.3.1.5 & 12.3.1.6.5) Responding Market Participant receives Customer Inquiry and Information (12.3.1.5 & 12.3.1.6.5) Responding Market Participant responds to Customer (12.3.1.5 & 12.3.1.6.5) 3 RXQ.12.4.1 General Practices for Customer Inquiries – Process Flow Receiving Market Participant chooses response option (12.3.1.5 & 12.3.1.6.5) Option 3 Option 1 Option 2

4 Customer Responding Market Participant Receiving Market Participant Subject Matter Expert Market Participant RXQ.12.4.1 General Practices for Customer Inquiries – Process Flow 3 Subject Matter Expert Market Participant receives Customer Inquiry from Receiving Market Participant (12.3.1.5 & 12.3.1.6.5) Subject Matter Expert Market Participant determines response to Customer Inquiry (12.3.1.5 & 12.3.1.6.5) Subject Matter Expert Market Participant sends response to Receiving Market Participant (12.3.1.5 & 12.3.1.6.5) Receiving Market Participant receives response from Subject Matter Expert Market Participant (12.3.1.5 & 12.3.1.6.5) Receiving Market Participant responds to Customer Inquiry (12.3.1.5 & 12.3.1.6.5) Customer receives response to inquiry (12.3.1.5 & 12.3.1.6.5)

5 Customer Distribution Company Receiving Market Participant Supplier Customer contacts Market Participant with a Customer Inquiry regarding billing (12.3.3.1.2) Receiving Market Participant responds to Customer Inquiry (12.3.3.1.1) Market Participant receives Customer Inquiry regarding billing (12.3.3.1.2) Receiving Market Participant responsible for inquiry (12.3.3.3) Customer receives response to inquiry (12.3.3.1.1) Yes No RXQ.12.4.2 Market Participant Responsibilities For Customer Inquiries Regarding Billing Except in Markets Supporting the Registration Agent Model - Process Flow Receiving Market Participant chooses response option (12.3.3.3) Forward Customer inquiry to Responding Market Participant (12.3.3.3) 1 2 Option 1 Option 2 Direct Customer to appropriate Market Participant (12.3.3.3)

6 Customer Distribution Company Receiving Market Participant Supplier Customer Inquiry regarding Distribution Company charges (12.3.3.1.2 & 12.3.3.3) Distribution Company responds to Customer Inquiry (12.3.3.1.1 & 12.3.3.3) Receiving Market Participant refers inquiry to the Distribution Company (12.3.3.3) Receiving Market Participant refers inquiry to the Supplier (12.3.3.3) Supplier responds to Customer Inquiry (12.3.3.1.1 & 12.3.3.3) 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 (12.3.3.3) Supplier receives Customer Inquiry and Information (12.3.3.3) RXQ.12.4.2 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 (12.3.3.1.2 & 12.3.3.3) Distribution Company responds to Customer Inquiry (12.3.3.1.1 & 12.3.3.3) Receiving Market Participant directs Customer to contact Distribution Company (12.3.3.3) Receiving Market Participant directs Customer to contact Supplier (12.3.3.3) 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 (12.3.3.3) Customer contacts Distribution Company (12.3.3.3) Distribution Company receives Customer Inquiry (12.3.3.3) Customer receives contact information for Supplier (12.3.3.3) Customer contacts Supplier (12.3.3.3) Supplier receives Customer Inquiry (12.3.3.3) Supplier responds to Customer Inquiry (12.3.3.1.1 &12.3.3.3) RXQ.12.4.2 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 (12.3.3.1.2) Receiving Market Participant answers Customer Inquiry (12.3.3.1.1) Market Participant receives Customer Inquiry regarding billing (12.3.3.1.2) Receiving Market Participant responsible for inquiry (12.3.3.3) Customer receives response to inquiry (12.3.3.1.1) Yes No RXQ.12.4.3 Market Participant Responsibilities For Customer Inquiries Regarding Billing in Markets Supporting the Registration Agent Model - Process Flow Receiving Market Participant chooses response option (12.3.3.3) Forward Customer inquiry to Responding Market Participant (12.3.3.3) 1 2 Option 1 Option 2 Direct Customer to appropriate Market Participant (12.3.3.3)

9 Customer Distribution Company Receiving Market Participant Supplier Customer Inquiry regarding Distribution Company charges (12.3.3.1.2 & 12.3.3.3) Distribution Company responds to Customer Inquiry (12.3.3.1.1 & 12.3.3.3) Receiving Market Participant refers inquiry to the Distribution Company (12.3.3.3) Receiving Market Participant refers inquiry to the Supplier (12.3.3.3) Supplier responds to Customer Inquiry (12.3.3.1.1 & 12.3.3.3) 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 (12.3.3.3) Supplier receives Customer Inquiry and Information (12.3.3.3) RXQ.12.4.3 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 (12.3.3.1.2 & 12.3.3.3) Distribution Company responds to Customer Inquiry (12.3.3.1.1 & 12.3.3.3) Receiving Market Participant directs Customer to contact Distribution Company (12.3.3.3) Receiving Market Participant directs Customer to contact Supplier (12.3.3.3) 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 (12.3.3.3) Customer contacts Distribution Company (12.3.3.3) Distribution Company receives Customer Inquiry (12.3.3.3) Customer receives contact information for Supplier (12.3.3.3) Customer contacts Supplier (12.3.3.3) Supplier receives Customer Inquiry (12.3.3.3) Supplier responds to Customer Inquiry (12.3.3.1.1 &12.3.3.3) RXQ.12.4.3 Market Participant Responsibilities For Customer Inquiries Regarding Billing in Markets Supporting the Registration Agent Model - Process Flow

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