Customer Distribution Company Receiving Market Participant Supplier Customer contacts Market...
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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) 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)
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Transcript of Customer Distribution Company Receiving Market Participant Supplier Customer contacts Market...
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Customer contacts Market Participant
with a Customer Inquiryregarding 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 2Direct Customer to appropriate Market
Participant(12.3.3.3)
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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)
No1
Customer receives response to inquiry
(12.3.3)
Customer receives response to inquiry
(12.3.3)
Yes
Distribution Companyreceives Customer Inquiry
and Information(12.3.3.3)
Supplierreceives Customer
Inquiry andInformation(12.3.3.3)
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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)
No2
Customer receives response to inquiry
(12.3.3)
Customer receives response to inquiry
(12.3.3)
Yes
Customer receivescontact information forDistribution Company
(12.3.3.3)
Customer contactsDistribution Company
(12.3.3.3)
Distribution Company receives Customer Inquiry
(12.3.3.3)
Customer receivescontact information for
Supplier(12.3.3.3)
Customer contactsSupplier
(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)
