Terms of Reference: Upholding Consumer Protection Standards in Agent-based models

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Terms of Reference: Upholding Consumer Protection Standards in Agent-based models

The Consumer Protection (CP) Code aims to safeguard consumers and their rights, whilst at the same time enhancing the impacts of increased energy access for low-income consumers. We believe that widespread industry action on consumer protection is required to mitigate sector risk and accelerate responsible and impactful market growth. A growing number of companies and investors have adopted the CP Code through a commitment or endorsement, showing that the industry recognises that what is good for customers, is good for businesses and the sector as a whole.

To support the implementation of the CP Code, GOGLA is developing a library of tools and resources for companies with the aim of strengthening industry performance in consumer protection, through market insights and the identification, sharing and promotion of best practice – especially for more challenging areas of the CP Code. The Consumer Protection Working Group (CPWG) has identified agent models and management as one such challenge and one that is applicable to several of the CP Principles.

The performance, behaviour, communication, and incentives of sales agents is arguably the single biggest factor in consumer protection. A sales agent is the main point of contact for a consumer and guides them through the sales process. Thus, agents can have a significant impact on the customer experience and their overall satisfaction with a product or brand. Their performance, behaviour, communication, and incentives of sales agents is arguably the single biggest factor in consumer protection. The challenge for companies is to find structures that provide incentives to agents to drive sale whilst at the same time protect consumers and support responsible business outcomes.

The objective of this project is to evaluate current risks and identify best practice for agent models and management - by seeking insights from agents themselves, and providing guidance for companies to improve standards of Consumer Protection in the off-grid solar sector.

Download the full Terms of Reference here.

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