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Customer Distribution Company Receiving Market Participant Supplier Customer contacts Market Participant with a Customer Inquiry regarding billing (12.3.3.2)

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Presentation on theme: "Customer Distribution Company Receiving Market Participant Supplier Customer contacts Market Participant with a Customer Inquiry regarding billing (12.3.3.2)"— Presentation transcript:

1 Customer Distribution Company Receiving Market Participant Supplier Customer contacts Market Participant with a Customer Inquiry regarding billing (12.3.3.2) Receiving Market Participant answers Customer Inquiry (12.3.3.3) Market Participant receives Customer Inquiry regarding billing (12.3.3.2) Can inquiry be resolved by Receiving Market Participant (12.3.3.3) Customer receives response to inquiry (12.3.3) Yes No Document 09-5C (updated 4/1/09) RXQ.12.4.2 Market Participant Responsibilities For Customer Inquiries Regarding Billing - 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)

2 Customer Distribution Company Receiving Market Participant Supplier Customer Inquiry regarding Distribution Company charges (12.3.3.2 & 12.3.3.3) Document 09-5C (updated 4/1/09) RXQ.12.4.2 Market Participant Responsibilities For Customer Inquiries Regarding Billing - Process Flow Distribution Company responds to Customer Inquiry (12.3.3.1 & 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 & 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)

3 Customer Distribution Company Receiving Market Participant Supplier Customer Inquiry regarding Distribution Company charges (12.3.3.2 &12.3.3.3) Document 09-5C (updated 4/1/09) RXQ.12.4.2 Market Participant Responsibilities For Customer Inquiries Regarding Billing - Process Flow Distribution Company responds to Customer Inquiry (12.3.3.1 & 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 &12.3.3.3)

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