A supplier shall ensure the training of its agents on the following subjects: 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; Responsible and ethical sales practices; The supplier’s products and services; The supplier’s rates, rate structures, billing, and payment options; The customer’s right to rescind and cancel contracts; The applicability of an early termination fee for contract cancellation when the supplier has one; The necessity of adhering to the script and knowledge of the contents of the script if one is used; The proper completion of transaction documents; The supplier’s Contract Summary; Terms and definitions related to energy supply, transmission and distribution service as found online at the Commission’s website; Information about how customers may contact the supplier to obtain information about billing, disputes, and complaints; and The confidentiality and protection of customer information. If an agent represents a supplier engaged in supplier-consolidated billing, the agent shall be able to explain: That the customer will receive one bill from the supplier going forward with the utility’s and supplier’s charges; That the customer will pay the supplier directly for all charges billed; That the customer must pay previous billers if the customer has charges outstanding; and Information on where the customer can find the utility’s toll-free telephone number to resolve future concerns relating to outages and safety. 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. Training Records. A supplier shall make training materials and training records available to the Commission and the Office of People’s Counsel upon request. Training records shall be treated as confidential. 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. The supplier shall monitor telephonic and door-to-door marketing and sales calls to: Evaluate the supplier’s training program; and Ensure that agents are providing accurate and complete information, complying with applicable rules and regulations, and providing courteous service to customers.