Training and Conduct of Agents

System Design Requirement:

• System design must be completed before the customer signs a contract.

Customer Information Provision:

• First Contact (In Person or Online)some text
  • The Illinois Shines Informational Brochure must be presented. Door-to-Door reps must show the laminated shines brochure at the door
• First Contact (Telephone or Direct Mail)some text
  • If initial contact is made via telephone or direct mail, the brochure must be included in the first follow-up, whether in person or online.
• Prior to Contract Executionsome text
  • The brochure must be provided to the customer again before contract execution.
• Standard Disclosure Formsome text
  • Completed after system design, the form must be delivered to the customer before contract signing. An Approved Vendor representative must review it with the customer, allowing questions and enabling electronic signatures.
• Electronic Deliverysome text
  • While electronic delivery is permissible, the brochure and disclosure form must be directly provided to the customer, not just hyperlinked.

In-Person Solicitation:

• An Approved Vendor representative must clearly state affiliation as an independent seller or third-party owner (TPO) of PV systems, disclosing the company they represent. They must not imply any association with utilities, consumer groups, or governmental bodies unless applicable.
• In-person solicitation at residential dwellings is restricted before 9:00 a.m. or after 7:00 p.m., except for pre-arranged consultations outside of these hours.
• Consent is required to enter multi-unit residential dwellings, and consent for one prospect does not extend to others without separate consent.
• Criminal background checks must be conducted for employees and agents involved in in-person solicitation, with a preference against those with relevant criminal records.

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