Records Retention and Customer Protection

Records Retention:

• Approved Vendors must retain customer contracts for 15 years and six months after system energization or six months longer than the lease or PPA duration, whichever is longer. Records must be provided to the IPA or Program Administrator upon request within 21 calendar days.
• Upon customer request, Approved Vendors must provide a copy of the fully executed contract within 21 calendar days, without charging a fee for fewer than three copies in a 12-month period.

Customers Not Fluent in English:

• Translated documents must be provided to customers if solicitation materials are translated.
• If a customer's English language skills are inadequate for understanding, the agent must find a fluent representative, use an interpreter, or terminate the contract. An interpreter form must be completed if used.
• During telephone solicitations, if a customer's English skills are insufficient, the call must be transferred to a representative or interpreter speaking the customer's language, or terminated.

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