customer responding market participant receiving market participant subject matter expert market...

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Customer contacts Market Participant

with a Customer Inquiry(12.3.1.1)

Receiving Market Participant answers

Customer Inquiry(12.3.1.2, 12.3.1.4)

Market Participant

receives Customer Inquiry

(12.3.1.1)

General CustomerInquiry

(12.3.1.2 & 12.3.1.3)

Can inquiry be resolved by Receiving

Market Participant(12.3.1.2, 12.3.1.4 &

12.3.1.5)

Customer receives response to inquiry(12.3.1.2, 12.3.1.4)

Yes

No

1Yes

2

RXQ.12.4 ModelsRXQ.12.4.1 General Practices for Customer Inquiries – Process Flow

No

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Identity confirmed(12.3.1.6.1)

No

Customer informedof correct process

(12.3.1.6.3)

1

Receiving Market Participant responsible for Customer Inquiry

(12.3.1.6.2, 12.3.1.6.4 &12.3.1.6.5)

Yes

Receiving Market Participant responds to

Customer Inquiry(12.3.1.6.4)

Customer receives response to inquiry

(12.3.1.6.4)

Yes

2No

RXQ.12.4.1 General Practices for Customer Inquiries – Process Flow

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2Refer Customer Inquiry and

forward all information to Responding Market Participant

(12.3.1.5 & 12.3.1.6.5)

Direct Customer to Responding Market Participant

(12.3.1.5 & 12.3.1.6.5)

Receiving Market Participant contacts Subject

Matter Expert Market Participant to resolve

Customer Inquiry(12.3.1.5 & 12.3.1.6.5)

Customer receives contactInformation for Responding

Market Participant(12.3.1.5 & 12.3.1.6.5)

Customer contactsResponding Market Participant

(12.3.1.5 & 12.3.1.6.5)

Responding Market Participantreceives Customer Inquiry

(12.3.1.5 & 12.3.1.6.5)

Responding Market Participantresponds to Customer(12.3.1.5 & 12.3.1.6.5)

Customer receivesresponse to inquiry

(12.3.1.5 & 12.3.1.6.5)

Responding Market Participantreceives Customer Inquiry and

Information(12.3.1.5 & 12.3.1.6.5)

Responding Market Participantresponds to Customer(12.3.1.5 & 12.3.1.6.5)

3


Receiving Market Participant chooses

response option(12.3.1.5 & 12.3.1.6.5)

Option 3

Option 1

Option 2

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3

Subject Matter ExpertMarket Participant

receives Customer Inquiry from Receiving Market Participant

(12.3.1.5 & 12.3.1.6.5)


determines response to Customer Inquiry

(12.3.1.5 & 12.3.1.6.5)


sends response to Receiving Market Participant

(12.3.1.5 & 12.3.1.6.5)

Receiving Market Participantreceives response from Subject Matter Expert

Market Participant(12.3.1.5 & 12.3.1.6.5)

Receiving Market Participant responds to

Customer Inquiry(12.3.1.5 & 12.3.1.6.5)


(12.3.1.5 & 12.3.1.6.5)

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with a Customer Inquiryregarding billing

(12.3.3.1.2)

Receiving Market Participant responds to Customer Inquiry

(12.3.3.1.1)

Market Participant

receives Customer Inquiry regarding billing (12.3.3.1.2)

Receiving Market Participant

responsible for inquiry

(12.3.3.3)


(12.3.3.1.1)

Yes

No

RXQ.12.4.2 Market Participant Responsibilities For Customer Inquiries Regarding Billing Except in Markets Supporting the Registration Agent Model - Process Flow


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

(12.3.3.1.2 & 12.3.3.3)

Distribution Company responds to Customer

Inquiry(12.3.3.1.1 & 12.3.3.3)

Receiving Market Participant refers inquiry

to the Distribution Company(12.3.3.3)


to the Supplier(12.3.3.3)

Supplier responds to Customer Inquiry

(12.3.3.1.1 & 12.3.3.3)

No1


(12.3.3)


(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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(12.3.3.1.2 &12.3.3.3)


Inquiry(12.3.3.1.1 & 12.3.3.3)

Receiving Market Participant directs

Customer to contact Distribution Company

(12.3.3.3)


Customer to contact Supplier

(12.3.3.3)

No2


(12.3.3)


(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)


(12.3.3.1.1 &12.3.3.3)


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with a Customer Inquiryregarding billing

(12.3.3.1.2)

Receiving Market Participant answers

Customer Inquiry(12.3.3.1.1)

Market Participant

receives Customer Inquiry regarding billing (12.3.3.1.2)

Receiving Market Participant

responsible for inquiry

(12.3.3.3)


(12.3.3.1.1)

Yes

No

RXQ.12.4.3 Market Participant Responsibilities For Customer Inquiries Regarding Billing in Markets Supporting the Registration Agent Model - Process Flow


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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(12.3.3.1.2 & 12.3.3.3)


Inquiry(12.3.3.1.1 & 12.3.3.3)


to the Distribution Company(12.3.3.3)


to the Supplier(12.3.3.3)


(12.3.3.1.1 & 12.3.3.3)

No1


(12.3.3)


(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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(12.3.3.1.2 &12.3.3.3)


Inquiry(12.3.3.1.1 & 12.3.3.3)


Customer to contact Distribution Company

(12.3.3.3)


Customer to contact Supplier

(12.3.3.3)

No2


(12.3.3)


(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)


(12.3.3.1.1 &12.3.3.3)


customer responding market participant receiving market participant subject matter expert market...

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