# COMAR Title 20 — Public Service Commission

## Subtitle 53 — Competitive Electricity Supply

### Chapter 10 — Supplier-Agent Relations

#### Regulation .04 Agent Training.

*COMAR 20.53.10.04*

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.