Current through Register Vol. 51, No. 6, March 22, 2024
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.
(2) Ensure that agents are providing accurate and complete information, complying with applicable rules and regulations and providing courteous service to customers.
