RXQ.11.4.1 Customer Enrollment Using a Registration Agent (RA) Process Flow Diagram (Move-In)

1. 1 2 ESI ID confirmed(11.3.2.3) ESI ID confirmed(11.3.2.27) RXQ.11.4.1 Customer Enrollment Using a Registration Agent (RA) Process Flow Diagram (Move-In) Customer authorizes Enrollment (11.3.2.1) 3 Customer Yes Current Supplier sends Drop Confirmation to RA (11.3.2.28 & 11.3.2.29) Current Supplier receives Drop Request from RA (11.3.2.25 & 11.3.2.26) Pending Supplier receives Enrollment Confirmation from RA (11.3.2.23) Supplier receives Enrollment Rejection from RA (11.3.2.5 & 11.3.2.6) Supplier sends Enrollment Request to RA(11.3.2.2) No Current Supplier sends Drop Rejection to RA (11.3.2.30 & 11.3.2.31) Supplier No further action RA receives Enrollment Request from Supplier (11.3.2.2) RA sends Enrollment Rejection to Supplier (11.3.2.5& 11.3.2.6 & 11.3.2.10) RA receives Drop Rejectionfrom current Supplier (11.3.2.30 & 11.3.2.31 RA receives Drop Confirmationfrom current Supplier (11.3.2.28 & 11.3.2.29) No No No RA receives Enrollment Rejection from Distribution Company (11.3.2.20) Does a current Supplier exist? (11.3.2.24) Enrollment Request contains the required elements (11.3.2.4) Yes Yes Yes RA sends Enrollment Request to Distribution Company (11.3.2.7) RA receives Enrollment Confirmation and sends to pending Supplier (11.3.2.23) RA sends Drop Request to current Supplier (11.3.2.25 & 11.3.2.26) Rejected by Evaluation? (11.3.2.4) Yes Registration Agent No Distribution Company processes Enrollment Request and sends Enrollment Confirmation to RA (11.3.2.21 & 11.3.2.22) Distribution Company Sends Enrollment Rejection to RA (11.3.2.9) No Distribution Company receives Enrollment Request from RA (11.3.2.7) Inspection required (11.3.2.11) ESI IDconfirmed (11.3.2.8) No Yes Yes Distribution Company

2. 2 1 RXQ.11.4.1 Customer Enrollment Using a Registration Agent (RA) Process Flow Diagram (Move-In) Customer receives notification and contacts Applicable Regulatory Authority (11.3.2.17) Applicable Regulatory Authority receives notification (11.3.2.18) Applicable Regulatory Authority contacts Distribution Company and provides inspection information (11.3.2.19) Customer/Inspection Authority Pending Supplier receives Notification of Inspection Required and notifies Customer (11.3.2.13) Pending Supplier sends Notification of Inspection RequiredResponse to RA (11.3.2.14) Supplier RA sends Notification of Inspection Required to pending Supplier (11.3.2.13) RA receives Notification of Inspection Required Response (11.3.2.14 & 11.3.2.15) RA receives Notification of Inspection Required from Distribution Company (11.3.2.11 & 11.3.2.12) RA sends Notification of Inspection Required Response to DC (11.3.2.16) Registration Agent Distribution Company Receives Notification of Inspection Required Response (11.3.2.16) Distribution Company updates Enrollment Request with inspection information (11.3.2.20) Distribution Company sends Notification of Inspection Required to RA (11.3.2.11 & 11.3.2.12) Distribution Company receives inspection information (11.3.2.20) Distribution Company

3. RXQ.11.4.1 Customer Enrollment Using a Registration Agent Process Flow Diagram (Move-In) Customer Cancellation Customer wants to cancel Move-in (11.3.2.32) No No further action required 3 Yes Customer notifies pending Supplier to cancel enrollment (11.3.2.32) Customer Pending Supplier sends Cancel Enrollment Request to RA (11.3.2.32 & 11.3.2.33) Pending Supplier receives Cancel Enrollment Rejection from RA (11.3.2.35 & 11.3.2.40) Pending Supplier receives Cancel Enrollment Confirmation from RA (11.3.2.37 & 11.3.2.41) Supplier No RA sends Cancel Enrollment Rejection to pending Suppler (11.3.2.35, 11.3.2.38, 11.3.2.39, & 11.3.2.40) RA sends Cancel Enrollment Request to Distribution Company (11.3.2.33 & 11.3.2.34) RA receives Cancel Enrollment Request (11.3.2.32 & 11.3.2.33) Is Enrollment Request able to be cancelled (11.3.2.34) RA receives Cancel Enrollment Confirmation and sends to pending Supplier (11.3.2.36 & 11.3.2.37) RA Cancels Pending Enrollment (11.3.2.41) Yes Registration Agent Distribution Company Sends Cancel Enrollment Confirmation to RA (11.3.2.36 & (11.3.2.37) No Distribution Company sends Cancel Enrollment Rejection to RA (11.3.2.38 & 11.3.2.39) Distribution Company Cancels Pending Enrollment (11.3.2.36) Distribution Company receives Cancel Enrollment Request (11.3.2.33 & 11.3.2.36) Is Enrollment Request able to be cancelled (11.3.2.36) Yes Distribution Company

4. 1 ESI ID confirmed (11.3.3.9) ESI ID confirmed(11.3.3.3) ESI ID confirmed(11.3.3.17 & 11.3.3.19) RXQ.11.4.2 Customer Enrollment Using a Registration Agent Process Flow Diagram (Switch) Customer authorizes Enrollment (11.3.3.1) Customer Current Supplier Receives Drop Request from RA (11.3.3.15& 11.3.3.16) Yes Current Supplier sends Drop Confirmation to RA (11.3.3.19 & 11.3.3.20) Supplier sends Enrollment Request to RA(11.3.3.2) Pending Supplier receives Enrollment Confirmation from RA (11.3.3.13 & 11.3.3.14) Supplier receives Enrollment Rejection from RA (11.3.3.5 & 11.3.3.6) No Current Supplier sends Drop Rejection to RA (11.3.3.17 & 11.3.3.18) Supplier RA sends Enrollment Confirmation to pending Supplier (11.3.3.13 & 11.3.3.14) RA sends Enrollment Rejection to Supplier (11.3.3.5 &11.3.3.6 & 11.3.3.11) RA receives Drop Confirmation from current Supplier (11.3.3.19 & 11.3.3.20) RA receives Drop Rejection from current Supplier (11.3.3.17 & 11.3.3.18) RA receives Enrollment Request from Supplier (11.3.3.2) No No Enrollment Request contains the required elements (11.3.2.4) Yes RA sends Enrollment Request to Distribution Company (11.3.3.7) RA receives Enrollment Rejection from Distribution Company (11.3.3.6 & 11.3.3.11) RA receives Enrollment Confirmation (11.3.3.12 & 11.3.3.13) RA sends Drop Request to current Supplier (11.3.3.15 & 11.3.3.16) No Rejected by Evaluation? (11.3.2.4) Yes Yes Registration Agent No Distribution Company Sends Enrollment Rejection to RA (11.3.3.10) Distribution Company Receives Enrollment Request from RA (11.3.3.7) Distribution Company sends Enrollment Confirmation to RA (11.3.3.12 & 11.3.3.13) Distribution Company Yes

5. Customer requests Rescission (11.3.3.21) 2 1 RXQ.11.4.2 Customer Enrollment Using a Registration Agent Process Flow Diagram (Switch) No further action required No further action required Yes No Customer Rescission period expired (11.3.3.21) Customer receives Pending Enrollment letter (11.3.3.8) No Yes Customer RA sends Pending Enrollment letter to Customer (10.3.3.8) Yes RA required to send letter notifying Customer of Pending Enrollment (10.3.3.8) No No further action required Registration Agent Supplier

6. 3 2 RXQ.11.4.2 Customer Enrollment Using a Registration Agent Process Flow Diagram (Switch) Customer Rescission No Customer contacts pending Supplier for Rescission (11.3.3.32) Customer contacts RA for Rescission (11.3.3.21) Customer contacts RA for Rescission (11.3.3.21) Yes Yes Customer No No further action required Current Supplier receives Cancel Enrollment Request (11.3.3.28 & 11.3.3.24) Current Supplier sends Cancel Enrollment Confirmation to RA (11.3.3.29 & 11.3.3. 27) Pending Supplier sends Cancel Enrollment Confirmation to RA (11.3.3.29 & 11.3.3. 27) Supplier Pending Supplier receives Cancel Enrollment Request (11.3.3.28 & 11.3.3.24) RA receives Cancel Enrollment Confirmation (11.3.3.25 & 11.3.3.29) RA sends Cancel Enrollment Request to Distribution Company (11.3.3.22 & 11.3.3.24) RA Cancels Pending Enrollment (11.3.3.23) RA receives Cancel Enrollment Rejection to pending Suppler (11.3.3.30 & 11.3.3.31) RA sends Cancel Enrollment Request to current and pending Suppliers (11.3.3.28 & 11.3.3.24) Registration Agent Distribution Company receives Cancel Enrollment Request (11.3.3.22 & 11.3.3.24) Is Enrollment Request able to be cancelled (11.3.3.25) No Distribution Company sends Cancel Enrollment Rejection to RA (11.3.3.30 & 11.3.3.31) Distribution Company sends Cancel Enrollment Confirmation to RA (11.3.3.25 & 11.3.3. 27) Distribution Company cancels Pending Enrollment (11.3.3.26) Distribution Company Yes

7. 3 RXQ.11.4.2 Customer Enrollment Using a Registration Agent Process Flow Diagram (Switch) Customer Rescission Customer notifies pending Supplier for Rescission (11.3.3.32) Customer begins service with pending Supplier (11.3.3.36) Customer Pending Supplier sends Cancel Enrollment Request to RA (11.3.3.32 & 11.3.3.24) Pending Supplier receives Cancel Enrollment Confirmation (11.3.3.27 & 11.3.3.34) Pending Supplier receives Cancel Enrollment Rejection from RA and notifies Customer (11.3.3.35 & 11.3.3.31) Supplier RA receives Cancel Enrollment Request from pending Supplier (11.3.3.32 & 11.3.3.24) RA sends Cancel Enrollment Confirmation to pending Supplier (11.3.3.27 & 11.3.3.34) RA sends Cancel Enrollment Rejection to pending Suppler (11.3.3.35 & 11.3.3.31) RA sends Cancel Enrollment Request to Distribution Company (11.3.3.24 & 11.3.3.34) RA Cancels Pending Enrollment (11.3.3.33) RA receives Cancel Enrollment Rejection (11.3.3.35 & 11.3.3.31) RA receives Cancel Enrollment Confirmation (11.3.3.27 & 11.3.3.38) Registration Agent Distribution Company receives Cancel Enrollment Request (11.3.3.24 & 11.3.3.34) Is Enrollment Request able to be cancelled (11.3.3.35) No Distribution Company sends Cancel Enrollment Rejection to RA (11.3.3.35 & 11.3.3.31) Distribution Company sends Cancel Enrollment Confirmation to RA (11.3.3.27 & 11.3.3. 38) Distribution Company cancels Pending Enrollment (11.3.3.37) Distribution Company Yes

8. ESI ID confirmed(11.3.4.5 & 11.3.4.7) Rejected by Evaluation? (11.3.4.7) ESI ID confirmed(11.3.4.11) RXQ.11.4.3 Customer Drop Using a Registration Agent (RA) Process Flow Diagram (Move-Out) Customer receives Drop notification (11.3.4.3) Customer contacts Supplier authorizing Move-Out (11.3.4.2) Customer receives information from Supplier (11.3.4.9) Customer Supplier initiates Drop Request and notifies Customer (11.3.4.3) Supplier sends Drop Request to RA (11.3.4.4) Supplier investigates rejection notifies Customer (11.3.4.9) Supplier receives and processes Drop Confirmation (11.3.4.17 & 11.3.4.18) Supplier receives Drop Rejection (11.3.4.9 & 11.3.4.14) Supplier RA receives & processes Drop Confirmation and sends to Supplier (11.3.4.15 & 11.3.4.17) RA receives Drop Request (11.3.4.4) RA sends Drop Rejection to Supplier (11.3.4.7, 11.3.4.8, & 11.3.4.14) No Drop Request contains the required elements (11.3.4.6 & 11.3.4.7) Yes Yes No RA receives Drop Rejection from Distribution Company and cancels the Pending Drop (11.3.4.12 & 11.3.4.14) No Registration Agent RA sends Drop Request to Distribution Company (11.3.4.10) RA logs Drop Request in its info system (11.3.4.10) Yes Distribution Company sends Drop Rejection to RA (11.3.4.12 & 11.3.4.13) No Distribution Company Sends Drop Confirmation to RA (11.3.4.15 & (11.3.4.16) Distribution Company receives Drop Request (11.3.4.6 & 11.3.4.10) Distribution Company Yes 4

9. RXQ.11.4.4 Account Information Change Request Using a Registration Agent Submitted by Supplier Process Flow Diagram Registration Agent Customer Supplier receives Account Information Change Confirmation (11.3.5.5 & 11.3.5.6) Supplier sends Account Information Change Request to Distribution Company (11.3.5.2) Supplier receives Account Information Change Rejection (11.3.5.7 & 11.3.5.8) Supplier Distribution Company sends Account Information Change Rejection to Supplier (11.3.5.7 & 11.3.5.8) No No No Distribution Company processes Account Information Change Request and sends Account Information Change Confirmation to Supplier (11.3.5.5 & 11.3.5.6) Distribution Company receives Account Information Change Request from Supplier (11.3.5.2) Contains the required elements (11.3.5.4 & 11.3.5.5) Customer currently being served by Supplier ( 11.3.5.5) Yes ESI ID confirmed(11.3.5.3 & 11.3.5.5) Yes Distribution Company

10. RXQ.11.4.5 Account Information Change Request Using a Registration Agent Submitted by Distribution Company Process Flow Diagram Customer Supplier sends Account Information Change Confirmation to RA (11.3.6.10 & 11.3.6.11) Supplier receives Account Information Change Request (11.3.6.8 & 11.3.6.9) Contains the required elements (11.3.6.9 & 11.3.6.10) Yes ESI ID confirmed(11.3.6.10) Yes Supplier sends Account Information Change Rejection to RA (11.3.6.12 & 11.3.6.13) No No Supplier RA sends Account Information Change Confirmation to Distribution Company (11.3.6.3 & 11.3.6.6) Yes • RA • Sends Account Information • Change Request to Supplier • (11.3.6.8 & 11.3.6.9) Yes ESI ID confirmed(11.3.6.3) Contains the required elements (11.3.6.3 & 11.3.6.5) RA receives Account Information Change Rejection from Supplier (11.3.6.12 & 11.3.6.13) RA receives Account Information Change Request (11.3.6.2 & 11.3.6.5) No RA receives Account Information Change Confirmation from Supplier (11.3.6.10 & 11.3.6.11) RA sends Account Information Change Rejection to Distribution Company (11.3.6.4 & 11.3.6.7) No RA sends Account Information Change Rejection to Distribution Company (11.3.6.14 & 11.3.6.15)) Registration Agent Distribution Company receives Account Information Change Confirmation (11.3.6.3 & 11.3.6.6) Distribution Company receives Account Information Change Rejection from RA (11.3.6.14 & 11.3.6.15) Distribution Company sends Account Information Change Request to RA (11.3.6.2 & 11.3.6.5) Distribution Company receives Account Information Change Rejection (11.3.6.4 & 11.3.6.7) Distribution Company