Update: Details Of Retail Supplier's Proposed New In-Person Contactless Enrollment Process Revealed
June 1, 2020 Email This Story Copyright 2010-20 EnergyChoiceMatters.com
Reporting by Paul Ring • firstname.lastname@example.org
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A public version of a proposed new contactless enrollment process for in-person sales conducted at retail establishments (in-store sales), proposed by the NRG Energy retail suppliers in Ohio, has been filed, per prior direction of an attorney examiner
An earlier filing had sought confidential protection for much of the description of the proposed new contactless enrollment process for in-store sales.
The full description of NRG's proposed process, which has now been publicly disclosed, is as follows:
NRG has modified its in-stores sales program with safety in high priority, as follows:
Ensuring Sales Agent and Customer Safety: All agents will be required
to conduct daily temperature checks before being permitted to go into a
partner’s retail location. Agents will be provided with single-use face
masks, single-use disposable stylus pens, hand sanitizer and disinfectant
wipes. All agents will be trained to maintain physical distancing
following the Ohio requirements and the Center for Disease Control’s
guidelines. Ohio’s six-foot social distancing requirement will be
designated for the agents and customers. Agents shall conspicuously
sanitize the sales space after each interaction with a prospective customer.
Hand sanitizer and disinfectant wipes will be available for customers as
well. Separate operating hours for the elderly and vulnerable customers
will coincide with the retail partner’s operating hours for such customers.
Ensuring a Contactless Enrollment Process: Agents will be trained on
the new "contactless" enrollment process, which entails:
• Electronic tablets will continue to be used to initiate the sale
and collect required customer information (name, address,
utility account number, phone number, email address) for
enrollment purposes, but with only the agents maintaining
possession of the tablets and entering the information provided
verbally by the customer.
• The customer will provide an email address or cell phone
number under this new process in order for the next step in the
enrollment process to take place.
• The customer will instantly receive an email or text message
with a unique hyperlink to a secure enrollment website. Using
that unique hyperlink, the customer will complete the
enrollment directly on his or her personal device.
• The agents will be trained to assist the customer verbally as
• The customer will review the Terms of Service and check the
appropriate boxes to attest they are authorized to enroll, are
over 18, accept the terms of the supply plan selected, and that
they understand they are enrolling. The customer will sign the
enrollment form on their own device with his or her finger or
one of NRG’s disposable stylus pens.
• The customer must hit the Submit button on the screen of
his/her phone to complete the enrollment.
• Once submitted, a welcome email, contract summary and
Terms of Service will be emailed directly to the customer, or if
the customer chose not to provide an email address, the
materials will be delivered via U.S. mail. The customer will
also be able to pick up a paper copy of the contract summary
and terms of service.
• Enrollments that are not completed by the customer at the point
of sale will not be processed. (In such cases, the customer has
provided consent but is unable at the point of sale to provide a
necessary piece of information - typically the utility account
number. NRG may follow up on partial enrollments through
email, phone or text to obtain the incomplete information. If
NRG is unable to get the information, the enrollment is not