Principles

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Six principles set the minimum standards of practice

The Consumer Protection Principles are the foundation of the code that were defined by GOGLA’s Consumer Protection Working Group, with contributions from companies, investors and other stakeholders.

The Principles represent the minimum standards of practice consumers should expect from an off-grid solar company:

transparency Transparency

  • Providers share clear and sufficient information on the product, service, payment plan and personal data privacy practices to enable consumers to make informed decisions.
  • Providers share relevant and timely information before, during and after sales.
  • Providers communicate in a language and manner consumers can understand.

responsible sales and pricing Responsible sales and pricing

  • Providers take adequate care to ensure consumers can afford to pay for the product and / or service without becoming overburdened.
  • Providers ensure consumers' characteristics are taken into account in the price, payment structure and fees of the product and / or service.

good consumer service Good consumer service

  • Providers ensure availability of technical and after-sales service support, including warranty and post-warranty service for a reasonable period of time.
  • An accessible, effective and timely mechanism for complaints and problem resolution is in place.
  • Providers instruct consumers on proper use and care, and any health and safety risks, related to the product usage or disposal.
  • Providers consider measures to enable continued operability of the product in the event of the failure of the company.

good product quality Good product quality

  • Providers ensure the product / system is appropriate, good quality, safe and performs as advertised.
  • Providers ensure the user interface / payment platform is appropriate for consumers.
  • Providers take reasonable measures to ensure product longevity (including ease of operation and maintenance, repairability and durability).

data privacy Data privacy

  • Providers apply good practices and comply with relevant laws and regulations governing consumer data privacy. 
  • Providers only collect, use, retain and share personal information that is necessary for the stated consumer service and legitimate interests of the business. 
  • Providers ensure consumer data is kept secure and confidential.

fair and respectful treatment Fair and respectful treatment

  • Providers ensure fair and respectful treatment of current and prospective consumers, with adequate safeguards in place against corruption and abusive treatment.
  • Providers promote inclusive practices and do not discriminate, for example, by gender, religion or ethnicity.
  • Providers seek consumers’ views and feedback on the design and delivery of the product, service and payment plan.