Regulation .04 Agent Training.
Regulation .04 Agent Training.LinkCopy Citation
A.
A supplier shall ensure the training of its agents on the following subjects:
(1)
Local, State, and federal laws and regulations that govern marketing, telemarketing, consumer protection and door-to-door sales as applicable to the types of marketing and jurisdiction in which the agent shall engage or operate;
(2)
Responsible and ethical sales practices;
(3)
The supplier’s products and services;
(4)
The supplier’s rates, rate structures, billing, and payment options;
(5)
The customer’s right to rescind and cancel contracts;
(6)
The applicability of an early termination fee for contract cancellation when the supplier has one;
(7)
The necessity of adhering to the script and knowledge of the contents of the script if one is used;
(8)
The proper completion of transaction documents;
(9)
The supplier’s Contract Summary;
(10)
Terms and definitions related to energy supply, transmission and distribution service as found online at the Commission’s website;
(11)
Information about how customers may contact the supplier to obtain information about billing, disputes, and complaints; and
(12)
The confidentiality and protection of customer information.
B.
If an agent represents a supplier engaged in supplier-consolidated billing, the agent shall be able to explain:
(1)
That the customer will receive one bill from the supplier going forward with the utility’s and supplier’s charges;
(2)
That the customer will pay the supplier directly for all charges billed;
(3)
That the customer must pay previous billers if the customer has charges outstanding; and
(4)
Information on where the customer can find the utility’s toll-free telephone number to resolve future concerns relating to outages and safety.
C.
A supplier shall document the training of an agent and maintain a record of the training for 3 years from the date the training was completed.
D.
Training Records.
(1)
A supplier shall make training materials and training records available to the Commission and the Office of People’s Counsel upon request.
(2)
Training records shall be treated as confidential.
E.
When a supplier contracts with an independent contractor or vendor to perform marketing or sales activities on the supplier’s behalf, the supplier shall confirm that the contractor or vendor has provided supplier-approved training to agents and independent contractors in accordance with this section.
F.
The supplier shall monitor telephonic and door-to-door marketing and sales calls to:
(1)
Evaluate the supplier’s training program; and
(2)
Ensure that agents are providing accurate and complete information, complying with applicable rules and regulations, and providing courteous service to customers.