1. 1

2. ERCOT strictly prohibits Market Participants and their employees who are participating in ERCOT activities from using their participation in ERCOT activities as a forum for engaging in practices or communications that violate the antitrust laws. The ERCOT Board has approved guidelines for members of ERCOT Committees, Subcommittees and Working Groups to be reviewed and followed by each Market Participant attending ERCOT meetings. If you have not received a copy of these Guidelines, copies are available at the Client Relations desk. Please remember your ongoing obligation to comply with all applicable laws, including the antitrust laws. 2

3. Requirement 1 – Market Rule Requirement 2 – AMS LSE Interval Dispute/Missing Requirement 3 – Switch Hold Removal Requirement 4 – Redirect Fees Requirement 5– Customer Rescission 3

4. 4

5.  ***There is no Market process currently approved for use within this subtype***  Flexible catch-all subtype for accommodating any future PUC rulings that cannot be worked thru existing workflows in MarkeTrak.  Will include broader range of optional fields and will include functionality to enable an assignee to add a third party to the issue.  Any issue submitted under this subtype should include a reference to a specific approved rule or guideline, within processes outlined in Market documentation. In the absence of such processes, this subtype should not be used and may be rejected by the assignee. 5

6. 6  Day to Day Issues – Market Rule ◦ Required Fields for Market Rule  Assignee  Market Rule  Comments  Examples of Market Rule Workflows  CR to TDSP  CR to TDSP – TDSP assign Second CR  TDSP to ERCOT  TDSP to ERCOT – ERCOT assign Second CR  CR to CR  TDSP to TDSP  A CR or TDSP can submit this subtype

7. 7

8. 8 The following fields must be populated for successful submission (required information). CR enters required information: ASSIGNEE MARKET RULE COMMENTS

9. 9

10.  “Happy Path” #1- CR submits issue to TDSP 1. CR enters required information and selects ‘OK’. 2. Issue transitions to state of ‘New’ with the TDSP as the Responsible MP. 3. TDSP selects ‘Begin Working’. 4. Issue transitions to state of ‘In Progress (Assignee)’ with the TDSP as the Responsible MP. 5. TDSP selects ‘Assign To Secondary’ and enters a second CR DUNS in the find/drop down field and selects ‘OK’. 10

11. 11 Issue transitions to state of ‘New (Secondary Assignee)’ with the second CR as the Responsible MP.

12.  “Happy Path” #1- CR submits issue to TDSP (cont.) 6. Second CR selects ‘Begin Working’. 7. Issue transitions to state of ‘In Progress (Secondary Assignee)’. 8. Second CR selects ‘Complete’ and enters required comments to close the issue. 12

13. Issue transitions to State of ‘Pending Complete’ with the Submitting CR as the Responsible MP. 13

14.  Happy Path” #2- TDSP submits issue to TDSP, who assigns to CR. 1. TDSP selects Market Rule subtype from the Submit Tree. 2. TDSP enters required information: a.Assignee - TDSP b.Market Rule c.Comments 3. TDSP selects ‘OK’. 4. Issue transitions to state of ‘New’ with second TDSP as the Responsible MP. 5. TDSP selects ‘Begin Working’. 14

15.  Happy Path” #2- TDSP assigns issue to TDSP, who assigns to CR (cont.) 6. Issue transitions to state of ‘In Progress (Assignee)’ with TDSP as the Responsible MP. 7. TDSP selects ‘Assign To Secondary’ and enters a CR Duns in the dropdown field and selects ‘OK’. 8. Issue transitions to state of ‘New (Secondary Assignee)’ with the CR as the Responsible MP. 9. CR selects ‘Begin Working’. 10. Issue transitions to state of ‘In Progress (Secondary Assignee)’. 15

16.  Happy Path” #2- TDSP assigns issue to TDSP, who assigns to CR (cont.) 11. CR selects ‘Assign To Submitter’ and enters required comments. 12. Issue transitions to state of ‘New - All’ with the Submitting TDSP as the Responsible MP. 13. Submitting MP selects ‘Begin Working’ and the issue transitions to state of ‘In Progress’. 14. Submitting MP selects ‘Complete’ and issue transitions to state of ‘Pending Complete’. 16

17.  Examples for Market Rule submitted by TDSP to ERCOT 1. TDSP selects the Submit tab 2. From the Submit Tree, select Market Rule  The following fields must be populated for successful submission (required information):  TDSP enters required information ◦ Assignee – ERCOT ◦ Market Rule ◦ Comments ◦ Optional TDSP Information 17

18. 18

19. The Usage/Billing AMS LSE Interval Missing and Dispute SubTypes were developed to address market discrepancies for Advanced Smart Meter Data. Smart Meters register data with 15- minute intervals. The Usage/Billing Missing and Dispute SubTypes differ in the fact that these issues are submitted for discrepancies for Monthly 867s and 810 invoices. 19

20.  Dispute description: ◦ A new subtype, Usage and Billing Dispute LSE Interval Data was added to the MarkeTrak tool under the Day to Day (D2D) submit tree using the existing D2D Usage and Billing workflow as a template. ◦ A new field ‘UIDAMSINTERVAL’ was added for this subtype – this field is located in ERCOT’s AMSINTERVAL table. This field uniquely identifies the specific interval being disputed. 20

21.  Dispute Overall High Level Process:  Define the following : ◦ Who should submit this SubType ◦ What is required to submit this SubType ◦ How to submit this SubType 21

22. Who should submit this SubType? ◦ Competitive Retailers (CRs) submit this SubType when they discover a discrepancy with the AMS LSE interval data from the TDSP. 22

23. What is required to submit this SubType? ◦ The ESIID must have an AMS meter profile at ERCOT. ◦ The usage data must be loaded in the ERCOT system and is identified by the unique identifier ‘UIDAMSINTERVAL’ from the Supplemental AMS Interval Data Extract. ◦ This field uniquely identifies the specific interval being disputed for a one day service period.  For example: 01/01/2012 00:00:00 – 01/01/2012 23:59:59 23

24. 24 The Supplemental AMS Interval Data Extract is posted daily to the ERCOT Market Information System (MIS). Additional information about the extract can be found in the Supplemental AMS Interval Data Extract User Guide located on ERCOT.com.

25. How to submit this SubType? From the MarkeTrak submit tree, under the D2D section: ◦ Select the Usage/Billing AMS LSE Interval Dispute option. ◦ Enter the data for the required fields. 25

26.  “Happy Path” 1.Requesting CR selects Dispute under Usage/Billing AMS LSE Interval from the Submit Tree. 2.Requesting CR enters all required information and selects ‘OK’. 3.The issue is now in the state of ‘New’ with the TDSP as Responsible MP. 4.TDSP selects ‘Begin Working’. 5. The issue is now in a state of ‘In Progress (Assignee)’. 26

27.  “Happy Path (cont.)” 6.TDSP selects ‘Complete’, enters Comments (optional) and selects ‘OK’. 7.The issue is now in a state of ‘Pending Complete’ with the Submitting MP as the Responsible MP. 8.Submitting MP selects ‘Complete’ and the issue transitions to ‘Complete’. 27

28. 28 CR selects ‘Dispute’ from the Submit Tree.

29. 29 CR enters required information and selects ‘OK’.

30. 30 TDSP selects ‘Begin Working’ and then selects ‘Complete’ and enters optional Comments. TDSP selects ‘OK’.

31. 31 Submitting CR selects ‘Complete’ and the issue is closed to a state of ‘Complete.

32. Inquiry about 867_03 Usage Discrepancy If there is an inquiry about the mismatch between an 867_03 service period and the sum of the AMS intervals for that service period, CRs should not use the AMS Dispute Subtype. Instead, the CR should email: - Designated TDSP inbox when applicable, or; - TDSP REP Relations contact 32

33.  Missing description ◦ A new subtype, Usage and Billing Missing LSE Interval Data, was added to the MarkeTrak tool under the Day to Day (D2D) submit tree using the existing D2D Usage and Billing workflow as a template. 33

34.  Missing Overall High Level Process:  Define the following: ◦ Who should submit this SubType ◦ What is required to submit this SubType ◦ How to submit this SubType 34

35. Who should submit this SubType? ◦ Competitive Retailers (CRs) file this SubType when they discover an interval usage gap with the AMS LSE interval data from the TDSP. 35

36. What is required to submit this SubType? ◦ The ESIID must have an AMS meter profile at ERCOT. ◦ The CR must be the current Rep of Record for ALL usage days specified by the StartTime and StopTime range. ◦ The issue must reflect one or more consecutive day(s).  For example: 01/01/2012 00:00:00 – 01/04/2012 23:59:59 36

37. How to submit this SubType? From the MarkeTrak submit tree, under the D2D option : ◦ Select the Usage/Billing AMS LSE Interval Missing option. ◦ Enter the data for the required fields. 37

38.  “Happy Path” 1.Requesting CR selects Missing under Usage/Billing AMS LSE Interval from the Submit Tree. 2.Requesting CR enters all required information and selects ‘OK’. 3.The issue is now in the state of ‘New’ with the TDSP as Responsible MP. 4.TDSP selects ‘Begin Working’. 5. The issue is now in a state of ‘In Progress (Assignee)’. 38

39.  “Happy Path cont.” 6.TDSP selects ‘Complete’, enters Comments (optional) and selects ‘OK’. 7.The issue is now in a state of ‘Pending Complete’ with the Submitting MP as the Responsible MP. 8.Submitting MP selects ‘Complete’ and the issue closes to ‘Complete’. 39

40. 40 CR selects ‘Missing’ from the Submit Tree.

41. 41 CR enters required information and selects ‘OK’.

42. 42 TDSP selects ‘Begin Working’ and then selects ‘Complete’ and enters optional Comments. TDSP selects ‘OK’.

43. 43 Submitting CR selects ‘Complete’ and the issue is closed to a state of ‘Complete.

44. 44

45.  Addition and Removal of Switch Hold by REP of Record ◦ MarkeTrak Other subtype used prior to Texas SET 4.0, no longer in use for this process.  ISA 71711  ISA 71712  ISA 71644 ◦ TDSPs will unexecute any attempts to add or remove a Switch Hold using MarkeTrak subtype Other. ◦ 650_01 transactions are now required for this process  SH001- Add payment plan hold  SH002- Remove payment plan hold  SH003- Remove tampering hold 45

46.  General overview of Four-Hour Switch Hold Removal Process ◦ PUCT Subst. Rules 25.126 Adjustments due to Non-Compliant Meters and Meter Tampering in Areas where Customer Choice has been Introduced and 25.480 Bill Payments and Adjustments contain guidelines for the addition and removal of switch holds by CRs ◦ If a CR would like to request a move-in for a new customer on an ESIID subject to switch hold, PUCT Rules allow for a process to be created within MarkeTrak to be resolved in four business hours. The TDSP, REP of Record and requesting CR will work together to determine if the new occupant is associated with the occupant subject to switch hold. ◦ The requesting CR must provide one of several PUCT-approved forms of documentation for all MPs involved to review. ◦ If it is determined that the new occupant is not associated with customer of record, the TDSP will remove all switch holds applied to the ESIID. 46

47.  General overview of Four-Hour Switch Hold Removal Process (cont.) ◦ Only one MarkeTrak issue needs to be filed per ESIID (Type of switch hold applied to ESIID may not be visible to requesting CR). ◦ Sections 7.16 (Tampering) and 7.17 (Payment Plan) in the Retail Market Guide (RMG) were created to accommodate removal of switch holds. The sections only differ based on type of switch hold; the end result is the same. ◦ RMG 7.16-7.17 outlines the entire process using MarkeTrak terminology. All MPs should become familiar with this section of the RMG. ◦ If an issue has been open four business hours without resolution, the TDSP will make a final decision as to whether or not the switch hold will remain. 47

48.  Switch Hold Removal Subtype ◦ Background: Developed by MarkeTrak Task Force to facilitate the process from RMG Sections 7.16-7.17 ◦ This subtype replaces the interim process which used the Other subtype (ISA 7164)  TDSPs will unexecute any attempt to use the Other subtype with this ISA  New features within Switch Hold Removal subtype ◦ Agree and Disagree transitions to indicate clear response from CR ◦ Time Limit Exceeded transition for use by the Requesting CR when the REP of Record has not replied within one and a half business hours, as stated in the RMG  Requesting CR no longer has to notify TDSP via email  TDSP will become Responsible MP ◦ More efficient workflow  Submitter will not have to continuously monitor the issue  As a result of the new workflow, the TDSP and REP of Record each have an additional 30 minutes of review time within the overall four-hour period 48

49.  Business Hours ◦ The timelines referred to within this workflow are in effect Monday-Friday, 8:00AM-5:00PM (Business Days) ◦ Business rules which govern timelines are also found within RMG 7.16-7.17  TDSP initial review: one business hour  REP of Record review: one and a half business hours  TDSP final review: one and a half business hours (or remaining time within four-hour period) ◦ If issue remains unresolved at the end of a business day, the Responsible MP’s time will resume next business day at 8:00AM  Example: REP of Record is assigned the issue at 4:00PM Friday. Business hours cease at 5:00PM Friday. Business hours resume 8:00AM Monday. REP of Record has until 8:30 AM Monday to respond, for a total of one and a half business hours as Responsible MP. 49

50.  CR Transitions ◦ Agree  REP of Record believes the customers are not associated, or does not have information to show otherwise ◦ Disagree  Per RMG 7.16.4.3.2(3)(a)(ii)(B): “If the losing CR has information that indicates that the gaining CR’s Customer and the losing CR’s Customer are associated, the losing CR shall choose the ‘Disagree’ transition within MarkeTrak. Additionally, the losing CR must state reasons for disagreement and attach documents that support the losing CR’s position.” ◦ Time Limit Exceeded  The Requesting CR should use this transition ONLY when the REP of Record has been Responsible MP, without transition, for one and a half business hours. 50

51.  Standard Documentation Requirements ◦ Per RMG 7.16/7.17 Requesting CR must include the New Occupant Statement (Appendix J2) AND one of the following:  Copy of a signed lease  Notarized affidavit of landlord (Appendix J6)  Closing documents  Certificate of occupancy  Utility bill in customer’s name dated within last two months from another premise 51

52.  Standard Documentation Requirements (Continued) ◦ TDSPs review all documentation for completeness. For quicker resolution, it is helpful if the documentation includes the following information:  Lease o Customer name, service address, portion of lease signed by both landlord and tenant  Utility bill / Closing Documents / Certificate of Occupancy o Customer name and service address should be visible  Affidavit o Must be notarized o The form in Appendix J6 of the Retail Market Guide is the preferred form of documentation o If this form is not used, the document should contain all data elements required within J6 (please see attachment below) 52

53.  Continuous Service Agreement (CSA) Documentation Requirements ◦ For a premise where a CSA agreement is present, only the CSA form in Appendix J4/J5 is required. The New Occupant Statement does not need to accompany the CSA form, and it does not need to be notarized. ◦ The Requesting CR must be the CSA provider, established via 814_18 CSA Add transaction. ◦ If there is not an actual CSA, the Requesting CR must use the previously mentioned process.  New Occupant Statement + documentation  Example: Non-CSA vacant agreement 53

54. “Happy Path” #1 – All users agree and switch hold is removed. 1.Requesting CR selects Switch Hold Removal from Submit Tree. 2.Requesting CR enters all required information, attaches all necessary documentation and chooses the ‘Submit’ transition. 3.The issue is now in the state of ‘New (TDSP)’ with the TDSP as Responsible MP. 4.TDSP selects ‘Begin Working’. 5. The issue is now in a state of ‘In Progress (TDSP)’. 54

55. “Happy Path” #1 – All users agree and switch hold is removed (cont.) 6.TDSP selects ‘Send to REP of Record’. a.Enters DUNS/company name via dropdown. 7. The issue is now in a state of ‘New’ with the REP of Record as Responsible MP. 8.REP of Record selects ‘Begin Working’. 9. Issue is now in a state of ‘In Progress (Assignee)’. 10.REP of Record selects ‘Agree’. 55

56. “Happy Path” #1 – All users agree and switch hold is removed (cont.) 11.Issue is now in a state of ‘New (TDSP) - Final Review’ with the TDSP as Responsible MP. 12.TDSP selects ‘Begin Working’. 13.Issue is now in a state of ‘In Progress (TDSP)- Final Review’ with the TDSP as Responsible MP. 14.TDSP selects the ‘Switch Hold Removed’ transition. 15.Issue is now in a state of ‘Pending Complete’ with Requesting CR as Responsible MP. 16.Requesting CR selects ‘Complete’, and issue is closed. 56

57. CR chooses Switch Hold Removal subtype. 57

58. CR enters required information and attaches file(s). 58

59. TDSP sends to REP of Record. 59

60. REP of Record DUNS is used by TDSP to assign issue. 60

61. 61 REP of Record agrees to release switch hold.

62. 62 TDSP confirms removal of switch hold.

63. 63 Submitting (Requesting) CR selects ‘Complete’ and the issue is closed.

64.  “Happy Path” #2 – No REP of Record. 1.TDSP selects ‘No REP of Record’. 2.Issue is now in a state of ‘In Progress (TDSP)- Final Review’ with the TDSP as Responsible MP. 3.TDSP selects the ‘Switch Hold Removed’ transition. 4.Issue is now in a state of ‘Pending Complete’ with Requesting CR as Responsible MP. 5.Requesting CR selects ‘Complete’ and issue is closed. 64

65.  Alternate Path #1 – REP of Record disagrees; TDSP still removes hold. 1.REP of Record selects ‘Disagree’. a.Comments required. REP of Record should also attach supporting documentation. 2.Issue is now in a state of ‘New (TDSP) - Final Review’ with the TDSP as Responsible MP. 3.TDSP selects the ‘Switch Hold Removed’ transition. 4.Issue is now in a state of ‘Pending Complete’ with Requesting CR as Responsible MP. 5.Requesting CR selects ‘Complete’ and issue is closed. 65

66. 66 REP of Record selects ‘Disagree’.

67. 67 TDSP confirms removal of switch hold.

68.  Alternate Path #2 – REP of Record disagrees; TDSP declines to remove hold. 1.REP of Record selects ‘Disagree’. a.Comments Required. REP of Record should also attach supporting documentation. 2.Issue is now in a state of ‘New (TDSP) - Final Review’ with the TDSP as Responsible MP. 3.TDSP selects ‘Begin Working’. 4.Issue is now in a state of ‘In Progress (TDSP)- Final Review’ with the TDSP as Responsible MP. 5.TDSP selects the ‘Switch Hold Not Removed’ transition. a.Comments required 6.Issue is now in a state of ‘Unexecutable (PC)’ with Requesting CR as Responsible MP. 7.Requesting CR selects ‘Accept’ and issue is closed. 68

69. 69 TDSP declines removal of switch hold.

70. Issue is in a state of Unexecutable. 70

71.  Alternate Path #3 – TDSP rejects issue during first step as Responsible MP. 1.TDSP selects ‘Unexecutable’ and is prompted to choose Unexecutable Reason (comments required). a.Documentation Invalid/Incomplete b.No Switch Hold Pending on this ESIID c.Customer Associated with Current Occupant d.Issue Should not be Submitted by REP of Record 2.Issue is in a state of ‘Unexecutable (PC)’ with Requesting CR as Responsible MP. 3.Requesting CR selects ‘Accept’ and issue is closed. 71

72.  Alternate Path #4 – REP of Record does not choose “Begin Working”, exceeds time limit. 1.The issue is now in a state of ‘New’ with the REP of Record as Responsible MP. 2.Requesting CR chooses ‘Time Limit Exceeded’ transition. 3.Issue is now in a state of ‘New (TDSP) - Final Review’ with the TDSP as Responsible MP. 4.TDSP selects ‘Begin Working’. 5.Issue is now in a state of ‘In Progress (TDSP)- Final Review’ with the TDSP as Responsible MP. 72

73.  Alternate Path #4 – REP of Record does not choose “Begin Working”, exceeds time limit. 6.TDSP selects the ‘Switch Hold Removed’ transition. 7.Issue is now in a state of ‘Pending Complete’ with Requesting CR as Responsible MP. 8.Requesting CR selects ‘Complete’ and issue is closed. 73

74.  Alternate Path #5 – REP of Record selects ‘Begin Working’, exceeds time limit. 1.The issue is now in a state of ‘New’ with the REP of Record as Responsible MP. 2.REP of Record selects ‘Begin Working’. 3.Issue is in a state of ‘In Progress (Assignee)’. 4.Requesting CR chooses ‘Time Limit Exceeded’ transition. 5.Issue is now in a state of ‘New (TDSP) - Final Review’ with the TDSP as Responsible MP. 74

75.  Alternate Path #5 – REP of Record selects ‘Begin Working, exceeds time limit. 6.TDSP selects ‘Begin Working’. 7.Issue is now in a state of ‘In Progress (TDSP)- Final Review’ with the TDSP as Responsible MP. 8.TDSP selects the ‘Switch Hold Removed’ transition. 9.Issue is now in a state of ‘Pending Complete’ with Requesting CR as Responsible MP. 10.Requesting CR selects ‘Complete’ and issue is closed. 75

76. 76 CR chooses Time Limit Exceeded transition

77.  Alternate Path #6 – ‘Time Limit Exceeded’ used before one and a half business hours. 1.Requesting CR chooses ‘Time Limit Exceeded’ transition. 2.Issue is now in a state of ‘New (TDSP) - Final Review’ with the TDSP as Responsible MP. 3.TDSP selects ‘Begin Working’. 4.Issue is now in a state of ‘In Progress (TDSP)- Final Review’ with the TDSP as Responsible MP. 5.TDSP chooses ‘Return to REP of Record’ transition. 77

78. 78 TDSP returns to REP of Record

79.  Alternate Path #6 – ‘Time Limit Exceeded’ used before one and a half business hours. 6.The issue is now in a state of ‘New’ with the REP of Record as Responsible MP. 7.Requesting CR chooses ‘Time Limit Exceeded’ transition after waiting until time limit is finally expired. 8.Issue is now in a state of ‘New (TDSP) - Final Review’ with the TDSP as Responsible MP. 9.TDSP selects ‘Begin Working’. 10.Issue is now in a state of ‘In Progress (TDSP)- Final Review’ with the TDSP as Responsible MP. 79

80.  Alternate Path #6 – ‘Time Limit Exceeded’ used before one and a half business hours. 11.TDSP selects the ‘Switch Hold Removed’ transition. 12.Issue is now in a state of ‘Pending Complete’ with Requesting CR as Responsible MP. 13.Requesting CR selects ‘Complete’ and issue is closed. 80

81.  All documentation for the Switch Hold process can be found by accessing the following link: http://ercot.com/mktrules/guides/retail/current http://ercot.com/mktrules/guides/retail/current ◦ “Section 7: Market Processes” ◦ “Section 9 Appendix J2: New Occupant Statement” ◦ “Section 9 Appendix J4/J5: Continuous Service Agreement” ◦ “Section 9 Appendix J6” Affidavit of Landlord 81

82. 82

83.  The Redirect Fees subtype allows for TDSPs to reverse priority Move-In request charges from the losing CR to the gaining CR. ◦ Issues under this subtype can only be submitted by the Losing CR to request that charges associated with the IAG are directed to the Gaining CR and; ◦ During instances where an inadvertent gain causes a lights-out scenario.  Otherwise, the normal IAG subtype should be used. 83

84.  If the lights-out scenario occurs while an existing IAG issue is underway, the Losing CR must still create a separate issue under this subtype, and “item link” the existing IAG issue.  If the gaining CR agrees that an inadvertent gain has occurred, including agreement within a related inadvertent gain issue, then the gaining CR shall agree to the losing CR’s Redirect Fees MarkeTrak issue and shall not dispute any of the valid TDSP fees associated with returning the ESI ID to the losing CR.  The submitter should include any details, (ex. customer name), which may expedite resolution of the issue. 84 Redirect Fees

85.  “Happy Path” - The Losing CR submits a Redirect Fees issue and all parties agree. 1.From the Submit Tree, select Redirect Fees. 85 Redirect Fees

86. 2. The following fields are required: ◦ ESIID ◦ Original Tran ID ◦ Priority BGN02 ◦ PMVI Requested Date 3. The Losing CR selects ‘Ok’ to create the issue. 86 Redirect Fees

87. 87 Redirect Fees

88. 4.MarkeTrak Issue is created and ERCOT provides applicable information. 5.MarkeTrak issue is assigned to the state of ‘New (Gaining CR)’ with the Gaining CR as the Responsible Party. 6.Gaining CR selects ‘Begin Working’. 7.MarkeTrak issue is assigned to the state of ‘In Progress (Gaining CR)’ with the Gaining CR as the Responsible Party. 8.Gaining CR selects ‘Agree’. 88 Redirect Fees

89. 89 Redirect Fees

90. 9.The issue is in a state of ‘New (TDSP)’ with the TDSP as Responsible MP. 10.The TDSP selects ‘Begin Working’. 11.The issue is now in a state of ‘In Progress (TDSP)’ with the TDSP as Responsible MP. 12.The TDSP selects ‘Redirect Fees’. 90 Redirect Fees

91. 91 Redirect Fees

92. 13.Issue is in a state of ‘Regaining Transaction Submitted (PC)’ with the Losing CR as Responsible MP.  Siebel will automatically: ◦ Check Regaining Transaction Siebel Status every 30 minutes using the BGN 02 from the new initiating transaction. ◦ Update the issue with the current Regaining Transaction Siebel Status. ◦ Assign the state of ‘Complete’ with the Submitting MP as the Responsible Party once the Regaining Transaction Siebel Status is Complete. 92 Redirect Fees

93. 93

94.  Due to changes made to PUCT rule 25.474 Selection of Retail Electric Provider, an expedited timeline for the processing of an 814_01 switch transaction may result in an overlap of the period for customer rescission.  Only the gaining CR in a rescission scenario may utilize the rescission-based MarkeTrak process to initiate reinstatement of a customer to its original CR.  In order for an issue to be submitted through this subtype, it must be submitted on or before the twenty-fifth (25th) calendar day following ERCOT’s established First Available Switch Date (FASD).  Should a matter of rescission need to be resolved, but a Customer Rescission issue has not been submitted for this purpose within the specified timeframe the two CRs should work to resolve this issue through the Inadvertent Gaining subtype. 94

95.  The submitter should include any details (ex. customer name) in the comments section which may expedite resolution of the issue.  1.The Gaining CR selects the Submit tab.  2.From the Submit Tree, select Customer Rescission. 95

96. 96

97.  The following fields must be populated for successful submission of Customer Rescission issue: ◦ ESIID ◦ Original Tran ID ◦ Comment( Optional)  3.Select ‘Ok’ to create the issue. 97

98. 98

99.  4. ERCOT validates ESIID, submission timeframe and valid originating transaction.  5.Once validation is complete, MarkeTrak issue is created and ERCOT updates the issue with the following information:  Losing CR Name and Duns  TDSP Name and Duns  Gaining CR ROR = Y or N  Gaining CR Start Date  Regain Date – auto populated by ERCOT. Calculation is Gaining CR Start Date plus 1 calendar day.  6.MarkeTrak issue is assigned to the state of ‘New (Losing CR)’ with the Losing CR as the Responsible Party.  7. Losing CR user selects ‘Begin Working’. 99

100.  8.MarkeTrak issue is assigned to the state of ‘In Progress (Losing CR)’ with the Losing CR as the Responsible Party.  9.Losing CR selects ‘Send to TDSP’. 100

101. 101

102.  10.Issue is in a state of ‘New (TDSP)’ with TDSP as Responsible MP.  11.TDSP selects ‘Begin Working’.  12.Issue is in a state of ‘In Progress (TDSP)’ with TDSP as Responsible MP.  13.TDSP selects ‘Ready to Receive’. 102

103. 103

104.  14. Issue is in a state of ‘New (Losing CR Submit)’ with the Losing CR as Responsible MP.  15.Losing CR selects ‘Begin Working’.  16.Issue is in a state of ‘In Progress (Submit Regaining)’ with the Losing CR as Responsible MP.  17.Losing CR selects ‘Provide Regaining BGN02’. 104

105. 105

106.  18.Losing CR populates all required information:  Regaining Transaction Submit Date  Regaining BGN 02 106

107.  19. Issue is in a state of ‘Regaining Transaction Submitted (PC)’ with the Gaining (Submitting CR) as Responsible MP.  20. Once the regaining transaction has been successfully sent by (Losing/Original CR), Siebel will automatically:  Check Regaining Transaction Siebel Status every 30 minutes using the BGN 02 from the new initiating transaction.  Update the issue with the current Regaining Transaction Siebel Status.  The issue will move to a state of ‘Complete’ with the Submitting MP as the Responsible Party once the Regaining Transaction Siebel Status is Complete. 107

108.  If the regaining transaction remains in a Siebel status other than Complete in the ERCOT Registration System for greater than five calendar days, the issue will automatically transition back to the Losing CR, and an email generated to notify the Losing CR of the transition.  If the regaining Siebel status is still Scheduled status, the Losing CR should repopulate the regaining BGN field with the same information.  If the Siebel status is blank within the MarkeTrak issue, the Losing CR should verify the status of the regaining transaction and submit/repopulate a new transaction if necessary.  This functionality is to ensure the issue is not closed before the premise has been regained, due to the time restriction on submission of new issues within this subtype. 108

109. 109

110. 110

111. 111

112.  In January 2012, the Retail Market Subcommittee (RMS) established a IAG Workshop to address IAG volumes, IAG timeliness, and the Retail Market Guide.  The IAG Workshop was comprised of ERCOT, CRs, and TDSPs.  Extensive list of issues with the current process were identified. 112

113.  RMS also requested a series of reports/graphs be presented to the subcommittee at its monthly meeting.  Expectations/Outcomes: ◦ Training (Why I am here) ◦ RMGRR 110 (Submitted to RMS) IAG/IAL 113

114. IAG/IAL 114 Issue Time to close IAGs is too long. Regain date does not match regain date agreed to within the MarkeTrak by the Losing CR Regain date is not within 15 days of MarkeTrak submission (Per RMG) Inadvertent Gains are being used as a customer service tool for unintentional breach of contract. Inability to contact a customer causes delays in working MarkeTraks Losing CR does not accept the "unexecutable" response from the Gaining CR CRs submitting MVOs when they IAG a customer 114

115.  Totals IAG/IAL 115

116.  Timeliness IAG/IAL 116

117. Resolution of Inadvertent Gains  (1)If the gaining CR determines that the gain was unauthorized or in error, the CR shall promptly submit an Inadvertent Gaining issue in MarkeTrak. (See Section 7.2, Market Synchronization, for more information about MarkeTrak).  (2)The gaining CR shall not submit a Move-Out Request or a Disconnect for Non-Pay (DNP) on an ESI ID that was gained in error.  (3)The losing CR shall not submit an Inadvertent Losing issue in MarkeTrak until the gaining CR's switch or move in transaction has completed.  (4)If the gaining CR placed a switch hold on an ESI ID that was gained in error via the 650_01, Service Order Request, the gaining CR shall request the removal of all switch holds from the ESI ID via a 650_01 transaction before proceeding towards a resolution of the Inadvertent Gaining or Inadvertent Losing MarkeTrak issue. However, if a switch hold was placed on the ESI ID by the TDSP due to tampering, the losing CR may request that the TDSP reinstate the tampering switch hold on the ESI ID in the Inadvertent Gaining or Inadvertent Losing MarkeTrak issue. IAG/IAL 117

118.  7.3.2.3.1Reinstatement Date  (1)The losing CR and the gaining CR may work together to negotiate a reinstatement date for the losing CR to take the ESI ID back and note that date in the MarkeTrak issue. However, the losing CR shall ultimately determine the reinstatement date and note that date in the MarkeTrak issue.  (2)The reinstatement date shall be one day beyond the date of loss (date of loss is the date the Customer started with the gaining CR) or any subsequent date chosen by the losing CR for which the losing CR had authorization to serve the Customer, but no greater than 10 days from the date the MarkeTrak issue was submitted. If the reinstatement date in the backdated move in is prior to or equal to the gaining CR's start date, ERCOT will reject the backdated move in and resolution of the inadvertent gain will be delayed.  (3)If the reinstatement process is delayed, the reinstatement date shall be no greater than 10 days from the date the MarkeTrak issue was submitted. IAG/IAL 118

119.  (4)No later than 12 days after the submittal of the Inadvertent Gaining or Inadvertent Losing MarkeTrak issue, the losing CR shall submit an 814_16, Move In Request, that is backdated by at least one Retail Business Day. The backdated move in shall use the date as populated within the "proposed regain date" field in MarkeTrak as the requested reinstatement date. The losing CR shall verify that the backdated move in was successfully received and accepted by the TDSP and populate the BGN02 field from that transaction.  (5)If the move in has not been submitted within the required timeline, or the reinstatement date is different than the date noted in the MarkeTrak issue, refer to the escalation process in the MarkeTrak Users Guide.  (6)MarkeTrak issues where all parties have agreed and the MarkeTrak issue remains untouched for 20 days from the date the TDSP selects Ready to Receive will be auto closed in the system. IAG/IAL 119

120.  7.3.2.5Invalid Reject Reasons  The losing CR shall not reject the return of an inadvertently gained ESI ID due to: ◦ (a)Inability to contact the Customer; ◦ (b)Past due balances or credit history; ◦ (c)Customer having moved out from the Premise in question; ◦ (d)Contract expiration or termination; ◦ (e)Pending TX SETs; or ◦ (f)Losing CR serving the Premise under a Continuous Service Agreement (CSA). IAG/IAL 120

121.  Recommendations: ◦ Provide any and all facts ◦ Attention to detail ◦ Work promptly ◦ Communicate IAG/IAL 121

122. IAG/IAL 122  Rescission Issues: Percentage of Enrollments 122

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124.  To receive emails addressed to the MarkeTrak lists, navigate to http://lists.ercot.com and create an account.http://lists.ercot.com  You will receive a confirmation at the email address you list and once you click on the confirmation link you can then log into the listserv application.  Select the MarkeTrakGUI and MarkeTrak API lists from the menu and click “submit”.“submit”.  You will receive an email with a link requesting verification of subscription to each list selected. Once you click this link, you will receive all subsequent emails addressed to the selected list(s). 124

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127.  To follow the MarkeTrak task force (MTTF) progress via documentation/meetings/notes/archives/System Change Request (SCR) 727 enhancements, navigate to http://www.ercot.com/committees/board/tac/rms/marketr aktf/. http://www.ercot.com/committees/board/tac/rms/marketr aktf/  All MTTF meetings are available via WebEx or in person. Meetings usually held at the ERCOT Met Center (7620 Metro Center Drive/Austin, TX 78744) Phone:512.225.7000.  To access the ERCOT link, navigate to http://www.ercot.com/. This link contains ERCOT services, Committees and Groups, Market Rules, Market Information, Grid Information, Meeting(s) calendar, etc. http://www.ercot.com/ 127