Md. Code Regs. 20.59.10.04

Current through Register Vol. 51, No. 22, November 1, 2024

Section 20.59.10.04 - Agent Training

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.

Md. Code Regs. 20.59.10.04

Regulation .04 amended and recodified from 20.59.08.04 effective 49:5 Md. R.367, eff. 3/7/2022