The key role of agents in upholding consumer protection standards

Many off-grid solar companies have built their consumer-facing operations around a large network of agents. These networks are a critical part of serving hard-to-reach communities and scaling businesses. Agents are the industry’s front-line in ensuring high standards of service and consumer protection, so it’s essential that they are well trained, effectively incentivised and feel valued.

For many off-grid companies, building the right agent model and implementing effective management of a remote workforce has been challenging. Last year, GOGLA commissioned a study of agents in East and West Africa to understand what’s working well and what isn’t.

The study identified five overarching principles for good practice in agent management that can underpin standards of consumer protection.