Reliant-NorthEast-Kit

Compliance & Co-Ops

What is Misrepresentation? Misrepresentation occurs if an agent states or implies they are offering something other than the choice of electricity supply It would be misrepresentation to tell customers: 1. They are not going to be switched when they sign up 2.They are registering for a discount

3. They are renewing a contract or getting a discount with their current company 4. Their current company is closing or being bought by NRG 5. The sales agent is present because the customer has failed to respond to a message from their utility 6. That their meter is being checked 7. That they are filling out a survey or poll 8. That they need to sign up NRG or they will not have electricity 9. They are being forced to switch to NRG for any reason, including the law 10. They are being overcharged by the utility and need to sign up in order to get a discount 11. Their reliability will be impacted if they do or don’t switch

Compliance & Co-Ops

Misepresenation Is A Regulatory Violation

Slamming You must not “slam” a customer into the sale by switching their service against their will or use deceptive tactics to close the deal Customers that are confused, angry, or believe they have been misled, are likely to complain about the sales process to regulatory authorities (PUC, Attorney General) Even if an investigation shows that the customer was not technically slammed, the allegation alone can be nearly as damaging to our ability to do business Non-compliance with DPU rules and Reliant procedures is NOT acceptable Reliant has a zero tolerance policy for slamming. Proven instances of slamming will result in termination and forfeiture of ALL commissions Agents are strictly prohibited from performing the third-party verification, signing the tablet, or initialing the tablet on behalf of the customer