Md. Code Regs. 20.62.05.17

Current through Register Vol. 52, No. 1, January 10, 2025

Section 20.62.05.17 - Agent Training

A. A subscriber organization or subscription coordinator shall ensure the training of its agents on the following subjects:

(1) Local, State and federal laws and regulations that govern marketing, telemarketing, consumer protection, and door-to-door sales as applicable to the types of marketing and jurisdiction in which the agent shall engage or operate;

(2) Responsible and ethical sales practices;

(3) The subscriber organization's products and services;

(4) The subscriber organization's or subscription coordinator's rates, rate structures, and payment options;

(5) The customer's right to rescind and cancel contracts;

(6) The applicability of an early termination fee for contract cancellation when the subscriber organization has one;

(7) The necessity of adhering to the script and knowledge of the contents of the script if one is used;

(8) The proper completion of transaction documents;

(9) The subscriber organization's or subscription coordinator's Contract Summary Disclosure;

(10) Information about how customers may contact the subscriber organization or subscription coordinator to obtain information about billing, disputes, and complaints; and

(11) The confidentiality and protection of customer information.

B. A subscriber organization or subscription coordinator shall document the training of an agent and maintain a record of the training for 3 years from the date the training was completed.

C. A subscriber organization or subscription coordinator shall make training materials and training records available to the Commission and the Office of People's Counsel upon request. Any such material shall be treated as confidential.

D. When a subscriber organization or subscription coordinator contracts with an independent contractor to perform marketing or sales activities on the subscriber organization's or subscription coordinator's behalf, the subscriber organization or subscription coordinator shall confirm that the contractor or vendor has provided subscriber organization-approved training to agents and independent contractors in accordance with this section.

E. The subscriber organization or subscription coordinator shall monitor telephonic and door-to-door marketing and sales calls to:

(1) Evaluate the subscriber organization's or subscription coordinator's training program; and

(2) Ensure that agents are providing accurate and complete information, complying with applicable rules and regulations and providing courteous service to customers.

Md. Code Regs. 20.62.05.17

Regulations .17 adopted effective 43:14 Md. R. 781, eff. 7/18/2016; amended effective 49:6 Md. R.406, eff. 3/21/2022