Current through Register Vol. 54, No. 38, September 21, 2024
(a) A
supplier shall ensure the training of its agents on the following subjects:
(1) State and Federal laws and regulations
that govern marketing, telemarketing, consumer protection and door-to-door
sales, including consumer protection regulations in Chapters 54 and 62
(relating to electricity generation customer choice; and natural gas supply
customer choice), applicable provisions in Chapters 56, 57 and 59 (relating to
standards and billing practices for residential utility service; electric
service; and gas service) and the act.
(2) Responsible and ethical sales practices
as described in this chapter.
(3)
The supplier's products and services.
(4) The supplier's rates, rate structures 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
disclosure statement.
(10) Terms
and definitions related to energy supply, transmission and distribution service
as found in the dictionary of utility terms on the Commission's web site at
www.puc.pa.gov.
(11) Information about how customers may
contact the supplier to obtain information about billing, disputes and
complaints.
(12) The
confidentiality and protection of customer information and §
§
54.43(d) and
62.114 (relating to standards of
conduct and disclosure for licensees).
(b) 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.
(c) A
supplier shall make training materials and training records available to the
Commission upon request. A supplier is not required to submit training
materials and programs for advance Commission review and approval.
(d) 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.
(e) 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.
