1 / 10

Customer

2. 1. RXQ.12.4 Models RXQ.12.4.1 General Practices for Customer Inquiries – Process Flow. No. Can inquiry be resolved by Receiving Market Participant (12.3.1.2, 12.3.1.4 & 12.3.1.5). Market Participant receives Customer Inquiry (12.3.1.1). Receiving Market Participant.

beatrice-waters
Download Presentation

Customer

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. 2 1 RXQ.12.4 Models RXQ.12.4.1 General Practices for Customer Inquiries – Process Flow No Can inquiry be resolved by Receiving Market Participant (12.3.1.2, 12.3.1.4 & 12.3.1.5) Market Participant receives CustomerInquiry (12.3.1.1) Receiving MarketParticipant General Customer Inquiry (12.3.1.2 & 12.3.1.3) Yes No Yes Customer contacts Market Participant with a Customer Inquiry (12.3.1.1) Customer receives response to inquiry (12.3.1.2, 12.3.1.4) Customer Responding Market Participant Receiving Market Participant answers Customer Inquiry (12.3.1.2, 12.3.1.4) Subject Matter Expert Market Participant

  2. Identity confirmed (12.3.1.6.1) 1 2 RXQ.12.4.1 General Practices for Customer Inquiries – Process Flow Yes Receiving Market Participant responsible for Customer Inquiry (12.3.1.6.2, 12.3.1.6.4 & 12.3.1.6.5) No No Receiving MarketParticipant Customer informed of correct process (12.3.1.6.3) Yes Customer receives response to inquiry (12.3.1.6.4) Customer Responding Market Participant Receiving Market Participant responds to Customer Inquiry (12.3.1.6.4) Subject Matter Expert Market Participant

  3. 2 3 RXQ.12.4.1 General Practices for Customer Inquiries – Process Flow Option 3 Receiving Market Participant contacts Subject Matter Expert Market Participant to resolve Customer Inquiry (12.3.1.5 & 12.3.1.6.5) Receiving Market Participant chooses response option (12.3.1.5 & 12.3.1.6.5) Option 1 Direct Customer to Responding Market Participant (12.3.1.5 & 12.3.1.6.5) Refer Customer Inquiry and forward all information to Responding Market Participant (12.3.1.5 & 12.3.1.6.5) Receiving MarketParticipant Option 2 Customer receives contact Information for Responding Market Participant (12.3.1.5 & 12.3.1.6.5) Customer receives response to inquiry (12.3.1.5 & 12.3.1.6.5) Customer Customer contacts Responding Market Participant (12.3.1.5 & 12.3.1.6.5) Responding Market Participant receives Customer Inquiry and Information (12.3.1.5 & 12.3.1.6.5) Responding Market Participant receives Customer Inquiry (12.3.1.5 & 12.3.1.6.5) Responding Market Participant Responding Market Participant responds to Customer (12.3.1.5 & 12.3.1.6.5) Responding Market Participant responds to Customer (12.3.1.5 & 12.3.1.6.5) Subject Matter Expert Market Participant

  4. 3 RXQ.12.4.1 General Practices for Customer Inquiries – Process Flow Receiving Market Participant receives response from Subject Matter Expert Market Participant (12.3.1.5 & 12.3.1.6.5) Receiving MarketParticipant Customer receives response to inquiry (12.3.1.5 & 12.3.1.6.5) Customer Receiving Market Participant responds to Customer Inquiry (12.3.1.5 & 12.3.1.6.5) Responding Market Participant Subject Matter Expert Market Participant Subject Matter Expert Market Participant receives Customer Inquiry from Receiving Market Participant (12.3.1.5 & 12.3.1.6.5) Subject Matter Expert Market Participant determines response to Customer Inquiry (12.3.1.5 & 12.3.1.6.5) Subject Matter Expert Market Participant sends response to Receiving Market Participant (12.3.1.5 & 12.3.1.6.5)

  5. 2 1 Receiving Market Participant chooses response option (12.3.3.3) RXQ.12.4.2 Market Participant Responsibilities For Customer Inquiries Regarding Billing Except in Markets Supporting the Registration Agent Model - Process Flow Forward Customer inquiry to Responding Market Participant (12.3.3.3) No Option 1 Market Participant receives CustomerInquiry regarding billing (12.3.3.1.2) Receiving Market Participant responsible for inquiry (12.3.3.3) Receiving MarketParticipant Yes Direct Customer to appropriate Market Participant (12.3.3.3) Option 2 Receiving Market Participant responds to Customer Inquiry (12.3.3.1.1) Customer contacts Market Participant with a Customer Inquiry regarding billing (12.3.3.1.2) Customer receives response to inquiry (12.3.3.1.1) Customer Distribution Company Supplier

  6. 1 RXQ.12.4.2 Market Participant Responsibilities For Customer Inquiries Regarding Billing Except in Markets Supporting the Registration Agent Model - Process Flow Customer Inquiry regarding Distribution Company charges (12.3.3.1.2 & 12.3.3.3) Receiving Market Participant refers inquiry to the Supplier (12.3.3.3) No Receiving MarketParticipant Yes Receiving Market Participant refers inquiry to the Distribution Company (12.3.3.3) Customer receives response to inquiry (12.3.3) Customer receives response to inquiry (12.3.3) Customer Distribution Company receives Customer Inquiry and Information (12.3.3.3) Distribution Company Distribution Company responds to Customer Inquiry (12.3.3.1.1 & 12.3.3.3) Supplier receives Customer Inquiry and Information (12.3.3.3) Supplier Supplier responds to Customer Inquiry (12.3.3.1.1 & 12.3.3.3)

  7. Customer Inquiry regarding Distribution Company charges (12.3.3.1.2 & 12.3.3.3) 2 RXQ.12.4.2 Market Participant Responsibilities For Customer Inquiries Regarding Billing Except in Markets Supporting the Registration Agent Model - Process Flow Receiving Market Participant directs Customer to contact Supplier (12.3.3.3) No Receiving MarketParticipant Receiving Market Participant directs Customer to contact Distribution Company (12.3.3.3) Yes Customer receives contact information for Distribution Company (12.3.3.3) Customer receives contact information for Supplier (12.3.3.3) Customer receives response to inquiry (12.3.3) Customer Customer receives response to inquiry (12.3.3) Customer contacts Distribution Company (12.3.3.3) Customer contacts Supplier (12.3.3.3) Distribution Company receives Customer Inquiry (12.3.3.3) Distribution Company Distribution Company responds to Customer Inquiry (12.3.3.1.1 & 12.3.3.3) Supplier receives Customer Inquiry (12.3.3.3) Supplier Supplier responds to Customer Inquiry (12.3.3.1.1 &12.3.3.3)

  8. 2 1 Receiving Market Participant chooses response option (12.3.3.3) RXQ.12.4.3 Market Participant Responsibilities For Customer Inquiries Regarding Billing in Markets Supporting the Registration Agent Model - Process Flow Forward Customer inquiry to Responding Market Participant (12.3.3.3) No Option 1 Market Participant receives CustomerInquiry regarding billing (12.3.3.1.2) Receiving Market Participant responsible for inquiry (12.3.3.3) Receiving MarketParticipant Yes Direct Customer to appropriate Market Participant (12.3.3.3) Option 2 Receiving Market Participant answers Customer Inquiry (12.3.3.1.1) Customer contacts Market Participant with a Customer Inquiry regarding billing (12.3.3.1.2) Customer receives response to inquiry (12.3.3.1.1) Customer Distribution Company Supplier

  9. 1 RXQ.12.4.3 Market Participant Responsibilities For Customer Inquiries Regarding Billing in Markets Supporting the Registration Agent Model - Process Flow Customer Inquiry regarding Distribution Company charges (12.3.3.1.2 & 12.3.3.3) Receiving Market Participant refers inquiry to the Supplier (12.3.3.3) No Receiving MarketParticipant Yes Receiving Market Participant refers inquiry to the Distribution Company (12.3.3.3) Customer receives response to inquiry (12.3.3) Customer receives response to inquiry (12.3.3) Customer Distribution Company receives Customer Inquiry and Information (12.3.3.3) Distribution Company Distribution Company responds to Customer Inquiry (12.3.3.1.1 & 12.3.3.3) Supplier receives Customer Inquiry and Information (12.3.3.3) Supplier Supplier responds to Customer Inquiry (12.3.3.1.1 & 12.3.3.3)

  10. Customer Inquiry regarding Distribution Company charges (12.3.3.1.2 & 12.3.3.3) 2 RXQ.12.4.3 Market Participant Responsibilities For Customer Inquiries Regarding Billing in Markets Supporting the Registration Agent Model - Process Flow Receiving Market Participant directs Customer to contact Supplier (12.3.3.3) No Receiving MarketParticipant Receiving Market Participant directs Customer to contact Distribution Company (12.3.3.3) Yes Customer receives contact information for Distribution Company (12.3.3.3) Customer receives contact information for Supplier (12.3.3.3) Customer Customer receives response to inquiry (12.3.3) Customer receives response to inquiry (12.3.3) Customer contacts Distribution Company (12.3.3.3) Customer contacts Supplier (12.3.3.3) Distribution Company receives Customer Inquiry (12.3.3.3) Distribution Company Distribution Company responds to Customer Inquiry (12.3.3.1.1 & 12.3.3.3) Supplier receives Customer Inquiry (12.3.3.3) Supplier Supplier responds to Customer Inquiry (12.3.3.1.1 &12.3.3.3)

More Related