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Good consumer protection safeguards sector impact and strengthens business outcomes
The GOGLA Consumer Protection Code sets the industry standard for responsible off-grid solar businesses. It has been developed in partnership with companies and investors who demonstrate a strong commitment to responsible business practices. Over the years, we have integrated lessons from consumer voices, company sales agents and sector experts to update the Code and ensure it evolves with the sector.
The Consumer Protection Code outlines the minimum standard that off-grid solar consumers should expect from their providers and includes a comprehensive assessment framework to help companies and their investors monitor and improve performance. The Code is business model and product agnostic – applicable to household and productive use solution providers, and cash, credit (PAYGo) and service-based off-grid models.
Engaging customers with dignity, without exploitation or discrimination
Safeguarding customer data and ensuring it is not misused
Offering products that meet quality standards and function as promised
Delivering accessible and reliable after sales support
Ensuring products are marketed fairly, priced appropriately for target customers and credit-based financing assesses affordability to avoid over-indebtnedness
Providing clear and accurate information on product performance, pricing, warranties and terms
The Consumer Protection Code sets the industry standard for responsible off-grid solar businesses. Built around a clear set of principles and a practical assessment framework, it helps companies measure, demonstrate and improve their consumer protection practices – while giving investors and stakeholders the tools to promote and reward good practice.
For off-grid solar organisations, strong consumer protection is both a business imperative and a moral responsibility. The Code supports companies in meeting that standard.
The Consumer Protection Code is available to adopt as either a Core version or the Full version.
The Consumer Protection Code is designed to support all types of off-grid companies, products and business models. Some principles and indicators may not be applicable to all companies, and GOGLA is continually working to ensure that it works for all – including productive use and service-based models.
Providing clear and accurate information on product performance, pricing, warranties and terms
Ensuring products are marketed fairly, priced appropriately for target customers and credit-based financing assesses affordability to avoid over-indebtnedness
Delivering accessible and reliable after sales support
Offering products that meet quality standards and function as promised
Safeguarding customer data and ensuring it is not misused
Engaging customers with dignity, without exploitation or discrimination
The GOGLA Consumer Protection Code is built on six core Principles that define what responsible consumer protection looks like in the off-grid solar sector. Each Principle is supported by a set of Indicators – 39 in total – that set out the minimum standards companies are expected to meet.
Developed by GOGLA’s Consumer Protection Working Group, the Principles and Indicators reflect the collective expertise of the industry and provide a clear, practical benchmark for companies committed to protecting their customers.
The company shares clear and sufficient information on the product, service, payment plan and (personal data privacy practices) to enable consumers to make informed decisions.
The company shares relevant and timely information before, during and after sales.
The company communicates in a language and manner consumers can understand.
The company takes adequate care to ensure consumers can afford to pay for the product and / or service without becoming overburdened.
The company ensures consumer characteristics are taken into account in the price, payment structure and fees of the product and / or service.
The company ensures availability of technical and after-sales service support, including warranty and post-warranty service for a reasonable period of time.
An accessible, effective and timely mechanism for complaints and problem resolution is in place.
The company instructs consumers on proper use and care, and any health and safety risks, related to the product usage or disposal.
The company considers measures to enable continued operability of the product in the event of the failure of the company.
The company ensures the product / system is appropriate, good quality, safe and performs as advertised.
The user interface / payment platform is appropriate for consumers.
The company takes reasonable measures to ensure product longevity (including ease of operation and maintenance, repairability and durability).
The company applies good practices and comply with relevant laws and regulations governing consumer data privacy.
The company only collects, uses, retains and shares personal information that is necessary for the stated consumer service and legitimate interests of the business.
The company ensures consumer data is kept secure and confidential.
The company ensures fair and respectful treatment of current and prospective consumers, with adequate safeguards in place against corruption and abusive treatment.
The company promotes inclusive practices and do not discriminate, for example, by gender, religion or ethnicity.
The company seeks consumers’ views and feedback on the design and delivery of the product, service and payment plan.
Consumer-facing companies are encouraged to Commit to the Consumer Protection Code. Learn how you can make a Commitment and use the Code to improve your business practices here.
Sector investors and funding programmes are encouraged to Endorse the Consumer Protection Code. Learn how to Endorse the Code, and embed it in your investment practices to manage consumer risks and improve the performance of investees here.
Who has adopted the code? Find out which organisations have adopted the Consumer Protection Code.
The Consumer Protection Code supports our success by ensuring a level of mission alignment with our borrowers. As a responsible investor we want to know they also take their responsibilities seriously.
Avi Jacobson Senior Investment Officer at SunFunder
The Consumer Protection Toolbox is a practical resource for companies and investors looking to raise their consumer protection standards. It brings together information, guidance and templates to support continuous improvement across operations.
The Toolbox is regularly updated with new resources — check back often.
Since its beginning in 2018, GOGLA’s Consumer Protection programme has been supported by British International Investment, FMO, DOEN Foundation, Cygnum Capital, IKEA Foundation and NORFUND.
GOGLA members are invited to join the Consumer Protection Working Group – a collaborative space to share experience, exchange knowledge and shape best practice across all areas of consumer protection and beyond.
Participants are able to influence the development of industry standards and advocacy positions and access exclusive resources, guidance and early updates.
The GOGLA newsletter is for everyone who wants to keep abreast of the latest developments in the off-grid solar and electrification sector.