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Service Request Process Flow for Registration Agent Model

This process flow describes how customers and suppliers interact to handle service requests in the registration agent model. It includes steps for service request initiation, communication between customer and supplier, and involvement of the distribution company.

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Service Request Process Flow for Registration Agent Model

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  1. RXQ.14.4.1 Service Request Applicable to Registration Agent Model Process Flow Customer receives Service Request results from Supplier (14.3.1.8) Customer identifies need for Service Request and contacts Supplier (14.3.1.1) Customer Supplier identifies need for Service Request (14.3.1.1) Supplier contacts Customer with results of Service Request, if applicable (14.3.1.8) Supplier sends Service Request Notification to Distribution Company (14.3.1.2 & 14.3.1.3) Supplier Supplier receives Service Request Rejection (14.3.1.4 & 14.3.1.5) Supplier receives Service Request Completion (14.3.1.7) Distribution Company sends Service Request Rejection to Supplier (14.3.1.4 & 14.3.1.5) Distribution Company processes Service Request Notification and sends Service Request Completion to Supplier (14.3.1.6 & 14.3.1.7) No No No Distribution Company Distribution Company receives Service Request Notification from Supplier (14.3.1.2 & 14.3.1.3) Contains the required elements (14.3.1.4 & 14.3.1.6) Confirm ESI ID exists (14.3.1.4 & 14.3.1.6) Verify Supplier identity (14.3.1.4 & 14.3.1.6) Yes Yes Yes

  2. RXQ.14.4.2 Disconnection for Non-Payment Applicable to Registration Agent Model Process Flow Customer Supplier determines that Customer is subject to Disconnection (14.3.2.1) Supplier Supplier receives Disconnection Rejection (14.3.2.3 & 14.3.2.4) Supplier sends Disconnection Request to Distribution Company (14.3.2.1 & 14.3.2.2) Distribution Company sends Disconnection Rejection to Supplier (14.3.2.3 & 14.3.2.4) No No No Distribution Company Contains the required elements (14.3.2.3 & 14.3.2.5) Distribution Company receives Disconnection Request from Supplier (14.3.2.1 & 14.3.2.2) Confirm ESI ID exists (14.3.2.3 & 14.3.2.5) Verify Supplier identity (14.3.2.3 & 14.3.2.5) 1 Yes Yes Yes

  3. RXQ.14.4.2 Disconnection for Non-Payment Applicable to Registration Agent Model Process Flow Customer contacts Supplier to remedy the reason for Disconnection (14.3.3.1) Customer Reconnection Request should be issued (14.3.3.1 & 14.3.2.7) No No further action Supplier Yes Supplier receives Disconnection Completion (14.3.2.8) Supplier receives Reconnection Completion (14.3.2.9) Supplier receives Disconnection Completion (14.3.2.6) Supplier sends Reconnection Request to Distribution Company (14.3.3.1 & 14.3.3.2) Distribution Company processes Reconnection Request and sends Reconnection Completion (14.3.2.9) Distribution Company processes Disconnection Request (14.3.2.5) Distribution Company receives Reconnection Request (14.3.3.2) 1 Yes No further action Distribution Company cancels Disconnection Request in its system and sends Disconnection Completion as un-executable (14.3.2.8) Reconnection Request received (14.3.2.9) No Reconnection Request received prior to Disconnection (14.3.2.8 & 14.3.2.9) Reconnection Request received (14.3.2.8) Yes Yes Distribution Company No Distribution Company sends Disconnection Completion to Supplier (14.3.2.5, 14.3.2.6, & 14.3.2.9) No

  4. RXQ.14.4.3 Reconnection When Disconnected for Non-Payment Applicable to Registration Agent Model Process Flow Customer Customer contacts Supplier to remedy reason for disconnection (14.3.3.1) Reconnection Request should be issued (14.3.3.1) No No further action Supplier Supplier receives Reconnection Completion (14.3.3.6) Yes Supplier receives Reconnection Rejection (14.3.3.4) Supplier sends Reconnection Request to Distribution Company (14.3.3.1 & 14.3.3.2) Distribution Company sends Reconnection Rejection to Supplier (14.3.3.3 & 14.3.3.4) No No No Distribution Company Distribution Company receives Reconnection Request from Supplier (14.3.3.2) Contains the required elements (14.3.3.3 & 14.3.3.5) Distribution Company processes Reconnection Request and sends Reconnection Completion to Supplier (14.3.3.5 & 14.3.3.6) Confirm ESI ID exists (14.3.3.3 & 14.3.3.5) Verify Supplier identity (14.3.3.3 & 14.3.3.5) Yes Yes Yes

  5. RXQ.14.4.4 Disconnection Initiated by Distribution Company Applicable to Registration Agent Model Process Flow Customer Supplier receives Disconnection Notification from Distribution Company (14.3.4.2) Supplier sends Disconnection Acknowledgement to Distribution Company (14.3.4.3 & 14.3.4.4) Supplier Distribution Company processes Disconnection and issues Disconnection Notification to Supplier (14.3.4.2) Distribution Company receives Disconnection Acknowledgement from Supplier (14.3.4.4) Distribution Company Distribution Company identifies a need to disconnect service for safety or other reasons (14.3.4.1)

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