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 transcript:

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 ( ) Can inquiry be resolved by Receiving Market Participant ( ) Customer receives response to inquiry (12.3.3) Yes No Document 09-5C (updated 4/1/09) RXQ Market Participant Responsibilities For Customer Inquiries Regarding Billing - 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 ( )

Customer Distribution Company Receiving Market Participant Supplier Customer Inquiry regarding Distribution Company charges ( & ) Document 09-5C (updated 4/1/09) RXQ Market Participant Responsibilities For Customer Inquiries Regarding Billing - Process Flow 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 ( )

Customer Distribution Company Receiving Market Participant Supplier Customer Inquiry regarding Distribution Company charges ( & ) Document 09-5C (updated 4/1/09) RXQ Market Participant Responsibilities For Customer Inquiries Regarding Billing - Process Flow 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 ( & )