1. RXQ.11.4.1 Customer Enrollment Using a Registration Agent (RA) Process Flow Diagram (Move-In) Customer Supplier Customer authorizes Enrollment (11.3.2.1) Supplier sends Enrollment Request to RA (11.3.2.2) RA receives Enrollment Request from Supplier (11.3.2.2) RA sends Enrollment Rejection to Supplier (11.3.2.5 & 11.3.2.6 & 11.3.2.10) No Supplier receives Enrollment Rejection from RA (11.3.2.5 & 11.3.2.6) Yes ESI ID confirmed (11.3.2.3) No Yes Enrollment Request contains the required elements (11.3.2.4) RA sends Enrollment Request to Distribution Company (11.3.2.7) RA sends Drop Request to current Supplier (11.3.2.25 & 11.3.2.26) RA receives Enrollment Confirmation and sends to pending Supplier (11.3.2.23) Pending Supplier receives Enrollment Confirmation from RA (11.3.2.23) Registration Agent Distribution Company RA receives Enrollment Rejection from Distribution Company (11.3.2.20) Current Supplier receives Drop Request from RA (11.3.2.25 & 11.3.2.26) Distribution Company receives Enrollment Request from RA (11.3.2.7) Distribution Company processes Enrollment Request and sends Enrollment Confirmation to RA (11.3.2.21 & 11.3.2.22) No ESI ID confirmed (11.3.2.8) Yes Distribution Company Sends Enrollment Rejection to RA (11.3.2.9) Does a current Supplier exist? (11.3.2.24) Yes No further action No Inspection required (11.3.2.11) No Yes 12 3 RA receives Drop Confirmation from current Supplier (11.3.2.28 & 11.3.2.29) Current Supplier sends Drop Confirmation to RA (11.3.2.28 & 11.3.2.29) ESI ID confirmed (11.3.2.27 ) Yes No Rejected by Evaluation? (11.3.2.4) No Yes Current Supplier sends Drop Rejection to RA (11.3.2.30 & 11.3.2.31) RA receives Drop Rejection from current Supplier (11.3.2.30 & 11.3.2.31

2. RXQ.11.4.1 Customer Enrollment Using a Registration Agent (RA) Process Flow Diagram (Move-In) Customer/Inspection Authority Supplier RA receives Notification of Inspection Required from Distribution Company (11.3.2.11 & 11.3.2.12) Pending Supplier receives Notification of Inspection Required and notifies Customer (11.3.2.13) Registration Agent Distribution Company sends Notification of Inspection Required to RA (11.3.2.11 & 11.3.2.12) 1 Customer receives notification and contacts Applicable Regulatory Authority (11.3.2.17) Applicable Regulatory Authority receives notification (11.3.2.18) Applicable Regulatory Authority contacts Distribution Company and provides inspection information (11.3.2.19) Distribution Company receives inspection information (11.3.2.20) Distribution Company updates Enrollment Request with inspection information (11.3.2.20) 2 Pending Supplier sends Notification of Inspection Required Response to RA (11.3.2.14) RA receives Notification of Inspection Required Response (11.3.2.14 & 11.3.2.15) RA sends Notification of Inspection Required to pending Supplier (11.3.2.13) RA sends Notification of Inspection Required Response to DC (11.3.2.16) Distribution Company Receives Notification of Inspection Required Response (11.3.2.16)

3. Customer Registration Agent Distribution Company RA receives Cancel Enrollment Request (11.3.2.32 & 11.3.2.33) RA sends Cancel Enrollment Request to Distribution Company (11.3.2.33 & 11.3.2.34) Supplier Distribution Company receives Cancel Enrollment Request (11.3.2.33 & 11.3.2.36) Customer notifies pending Supplier to cancel enrollment (11.3.2.32) Pending Supplier sends Cancel Enrollment Request to RA (11.3.2.32 & 11.3.2.33) Distribution Company Cancels Pending Enrollment (11.3.2.36) Distribution Company Sends Cancel Enrollment Confirmation to RA (11.3.2.36 & (11.3.2.37) RA receives Cancel Enrollment Confirmation and sends to pending Supplier (11.3.2.36 & 11.3.2.37) RXQ.11.4.1 Customer Enrollment Using a Registration Agent Process Flow Diagram (Move-In) Customer Cancellation Customer wants to cancel Move- in (11.3.2.32) No further action required No Yes Pending Supplier receives Cancel Enrollment Confirmation from RA (11.3.2.37 & 11.3.2.41) 3 Is Enrollment Request able to be cancelled (11.3.2.34) Yes RA Cancels Pending Enrollment (11.3.2.41) No RA sends Cancel Enrollment Rejection to pending Suppler (11.3.2.35, 11.3.2.38, 11.3.2.39, & 11.3.2.40) Pending Supplier receives Cancel Enrollment Rejection from RA (11.3.2.35 & 11.3.2.40) Is Enrollment Request able to be cancelled (11.3.2.36) Yes Distribution Company sends Cancel Enrollment Rejection to RA (11.3.2.38 & 11.3.2.39) No

4. RXQ.11.4.2 Customer Enrollment Using a Registration Agent Process Flow Diagram (Switch) Customer Supplier Customer authorizes Enrollment (11.3.3.1) Supplier sends Enrollment Request to RA (11.3.3.2) RA receives Enrollment Request from Supplier (11.3.3.2) RA sends Enrollment Rejection to Supplier (11.3.3.5 &11.3.3.6 & 11.3.3.11) Yes Supplier receives Enrollment Rejection from RA (11.3.3.5 & 11.3.3.6) Yes ESI ID confirmed (11.3.3.3) No Yes Rejected by Evaluation? (11.3.2.4) RA sends Enrollment Request to Distribution Company (11.3.3.7) RA sends Drop Request to current Supplier (11.3.3.15 & 11.3.3.16) Distribution Company Receives Enrollment Request from RA (11.3.3.7) Distribution Company sends Enrollment Confirmation to RA (11.3.3.12 & 11.3.3.13) RA receives Enrollment Confirmation (11.3.3.12 & 11.3.3.13) Pending Supplier receives Enrollment Confirmation from RA (11.3.3.13 & 11.3.3.14) Registration Agent Distribution Company ESI ID confirmed (11.3.3.9) Yes No RA receives Enrollment Rejection from Distribution Company (11.3.3.6 & 11.3.3.11) Current Supplier Receives Drop Request from RA (11.3.3.15& 11.3.3.16) Current Supplier sends Drop Rejection to RA (11.3.3.17 & 11.3.3.18) RA receives Drop Confirmation from current Supplier (11.3.3.19 & 11.3.3.20) No 1 Distribution Company Sends Enrollment Rejection to RA (11.3.3.10) RA sends Enrollment Confirmation to pending Supplier (11.3.3.13 & 11.3.3.14) Enrollment Request contains the required elements (11.3.2.4) No ESI ID confirmed (11.3.3.17 & 11.3.3.19) RA receives Drop Rejection from current Supplier (11.3.3.17 & 11.3.3.18) Current Supplier sends Drop Confirmation to RA (11.3.3.19 & 11.3.3.20) Yes No

5. Customer Registration Agent Supplier Customer receives Pending Enrollment letter (11.3.3.8) RA sends Pending Enrollment letter to Customer (10.3.3.8) RA required to send letter notifying Customer of Pending Enrollment (10.3.3.8) No further action required No Yes Customer requests Rescission (11.3.3.21) No further action required No Customer Rescission period expired (11.3.3.21) No further action required No Yes 1 2 RXQ.11.4.2 Customer Enrollment Using a Registration Agent Process Flow Diagram (Switch)

6. Customer Registration Agent Distribution Company Customer contacts RA for Rescission (11.3.3.21) 2 RA sends Cancel Enrollment Request to Distribution Company (11.3.3.22 & 11.3.3.24) Supplier Pending Supplier receives Cancel Enrollment Request (11.3.3.28 & 11.3.3.24) Distribution Company receives Cancel Enrollment Request (11.3.3.22 & 11.3.3.24) Customer contacts RA for Rescission (11.3.3.21) Yes No Customer contacts pending Supplier for Rescission (11.3.3.32) Yes No No further action required Distribution Company cancels Pending Enrollment (11.3.3.26) Distribution Company sends Cancel Enrollment Confirmation to RA (11.3.3.25 & 11.3.3. 27) RA receives Cancel Enrollment Confirmation (11.3.3.25 & 11.3.3.29) RXQ.11.4.2 Customer Enrollment Using a Registration Agent Process Flow Diagram (Switch) Customer Rescission Current Supplier receives Cancel Enrollment Request (11.3.3.28 & 11.3.3.24) Is Enrollment Request able to be cancelled (11.3.3.25) Yes No Distribution Company sends Cancel Enrollment Rejection to RA (11.3.3.30 & 11.3.3.31) RA receives Cancel Enrollment Rejection to pending Suppler (11.3.3.30 & 11.3.3.31) RA Cancels Pending Enrollment (11.3.3.23) 3 Pending Supplier sends Cancel Enrollment Confirmation to RA (11.3.3.29 & 11.3.3. 27) Current Supplier sends Cancel Enrollment Confirmation to RA (11.3.3.29 & 11.3.3. 27) RA sends Cancel Enrollment Request to current and pending Suppliers (11.3.3.28 & 11.3.3.24)

7. Customer Registration Agent Distribution Company 3 RA Cancels Pending Enrollment (11.3.3.33) Supplier Distribution Company receives Cancel Enrollment Request (11.3.3.24 & 11.3.3.34) Customer notifies pending Supplier for Rescission (11.3.3.32) Pending Supplier sends Cancel Enrollment Request to RA (11.3.3.32 & 11.3.3.24) Distribution Company cancels Pending Enrollment (11.3.3.37) Distribution Company sends Cancel Enrollment Confirmation to RA (11.3.3.27 & 11.3.3. 38) RA receives Cancel Enrollment Confirmation (11.3.3.27 & 11.3.3.38) Pending Supplier receives Cancel Enrollment Confirmation (11.3.3.27 & 11.3.3.34) RXQ.11.4.2 Customer Enrollment Using a Registration Agent Process Flow Diagram (Switch) Customer Rescission Is Enrollment Request able to be cancelled (11.3.3.35) Yes No Distribution Company sends Cancel Enrollment Rejection to RA (11.3.3.35 & 11.3.3.31) RA receives Cancel Enrollment Request from pending Supplier (11.3.3.32 & 11.3.3.24) RA receives Cancel Enrollment Rejection (11.3.3.35 & 11.3.3.31) Pending Supplier receives Cancel Enrollment Rejection from RA and notifies Customer (11.3.3.35 & 11.3.3.31) RA sends Cancel Enrollment Request to Distribution Company (11.3.3.24 & 11.3.3.34) RA sends Cancel Enrollment Confirmation to pending Supplier (11.3.3.27 & 11.3.3.34) RA sends Cancel Enrollment Rejection to pending Suppler (11.3.3.35 & 11.3.3.31) Customer begins service with pending Supplier (11.3.3.36)

8. Customer Registration Agent Distribution Company 4 RA receives Drop Request (11.3.4.4) RA sends Drop Rejection to Supplier (11.3.4.7, 11.3.4.8, & 11.3.4.14) Supplier Distribution Company receives Drop Request (11.3.4.6 & 11.3.4.10) Customer contacts Supplier authorizing Move-Out (11.3.4.2) Supplier sends Drop Request to RA (11.3.4.4) Distribution Company Sends Drop Confirmation to RA (11.3.4.15 & (11.3.4.16) RA receives & processes Drop Confirmation and sends to Supplier (11.3.4.15 & 11.3.4.17) RXQ.11.4.3 Customer Drop Using a Registration Agent (RA) Process Flow Diagram (Move-Out) Yes No Supplier receives Drop Rejection (11.3.4.9 & 11.3.4.14) Supplier investigates rejection notifies Customer (11.3.4.9) ESI ID confirmed (11.3.4.11) No Supplier receives and processes Drop Confirmation (11.3.4.17 & 11.3.4.18) Customer receives information from Supplier (11.3.4.9) Distribution Company sends Drop Rejection to RA (11.3.4.12 & 11.3.4.13) ESI ID confirmed (11.3.4.5 & 11.3.4.7) Rejected by Evaluation? (11.3.4.7) Drop Request contains the required elements (11.3.4.6 & 11.3.4.7) Yes No Yes No Customer receives Drop notification (11.3.4.3) Supplier initiates Drop Request and notifies Customer (11.3.4.3) RA sends Drop Request to Distribution Company (11.3.4.10) RA logs Drop Request in its info system (11.3.4.10) RA receives Drop Rejection from Distribution Company and cancels the Pending Drop (11.3.4.12 & 11.3.4.14)

9. RXQ.11.4.4 Account Information Change Request Using a Registration Agent Submitted by Supplier Process Flow Diagram Customer Supplier Distribution Company Supplier sends Account Information Change Request to Distribution Company (11.3.5.2) Distribution Company sends Account Information Change Rejection to Supplier (11.3.5.7 & 11.3.5.8) No Distribution Company receives Account Information Change Request from Supplier (11.3.5.2) ESI ID confirmed (11.3.5.3 & 11.3.5.5) Yes Supplier receives Account Information Change Rejection (11.3.5.7 & 11.3.5.8) No Yes Contains the required elements (11.3.5.4 & 11.3.5.5) Distribution Company processes Account Information Change Request and sends Account Information Change Confirmation to Supplier (11.3.5.5 & 11.3.5.6) Supplier receives Account Information Change Confirmation (11.3.5.5 & 11.3.5.6) Registration Agent Customer currently being served by Supplier ( 11.3.5.5) No

10. RXQ.11.4.5 Account Information Change Request Using a Registration Agent Submitted by Distribution Company Process Flow Diagram Customer Supplier Distribution Company Supplier receives Account Information Change Request (11.3.6.8 & 11.3.6.9) Distribution Company receives Account Information Change Rejection (11.3.6.4 & 11.3.6.7) No Distribution Company sends Account Information Change Request to RA (11.3.6.2 & 11.3.6.5) ESI ID confirmed (11.3.6.3) Yes RA sends Account Information Change Rejection to Distribution Company (11.3.6.4 & 11.3.6.7) No Yes Contains the required elements (11.3.6.3 & 11.3.6.5) Distribution Company receives Account Information Change Confirmation (11.3.6.3 & 11.3.6.6) RA sends Account Information Change Confirmation to Distribution Company (11.3.6.3 & 11.3.6.6) Registration Agent RA receives Account Information Change Request (11.3.6.2 & 11.3.6.5) RA Sends Account Information Change Request to Supplier (11.3.6.8 & 11.3.6.9) ESI ID confirmed (11.3.6.10) Contains the required elements (11.3.6.9 & 11.3.6.10) Yes Supplier sends Account Information Change Rejection to RA (11.3.6.12 & 11.3.6.13) Supplier sends Account Information Change Confirmation to RA (11.3.6.10 & 11.3.6.11) RA receives Account Information Change Confirmation from Supplier (11.3.6.10 & 11.3.6.11) RA receives Account Information Change Rejection from Supplier (11.3.6.12 & 11.3.6.13) No RA sends Account Information Change Rejection to Distribution Company (11.3.6.14 & 11.3.6.15)) Distribution Company receives Account Information Change Rejection from RA (11.3.6.14 & 11.3.6.15)