Thanks for choosing LightReach! Our Certified Installers are carefully vetted, so we'll keep this article brief. Everyone benefits from honest, ethical sales. With so many homes yet to install solar in the United States, there's enormous potential for all parties involved. We'll work together as industry professionals to chart a positive course, together.

The spirit of our compliance guidelines is simple, and summed up in 4 key points:

How We Approach Compliance

Our rules of engagement with partners follows a simple 1-2-3 sequence.

INTAKE: Intake the information or evidence of a compliance violation
PRESENT Request additional information or counter-evidence from the Certified Installer. Certified Installer has 48 hours to respond. Certified Installers are strongly encouraged to take additional precautions (recommendations below) to ensure that strong counter-evidence is available in the event of extreme customer claims.
ACTION: Render a decision and take action.

Depending on the context of the situation, LightReach reserves the right to take any appropriate action, including but not limited to:

Clawback of funds
Termination of rep/state/org access

Recommended Installer Actions

We recommend installers take sensible actions to protect their business against any potentially adverse customer claims. Rather than impose invasive compliance requirements across all markets, LightReach recommends each installer take sensible steps to protect your business against adverse customer claims based on what works for your business. Common actions we recommend taking include but are not limited to:

Written Recaps	Simple written recaps such as emails, brochure leave behinds, etc that recap key Energy Plan and general solar terms/information. Typically an easy way to ensure key information is put in writing.
Installer Verification Call	Installer verification/welcome calls, if offered by the installer, are often a helpful way to record key terms and details with the customer. LightReach does not dictate any certain script, however, covering key Energy Plan and general solar terms/information is recommended.
Family Involvement	Ensuring any/all relevant family members or decision makers are involved with higher risk customer groups (particular elderly customers) and fully educated on the sale, and provided written recaps of key details.

LightReach Right to Request Verification: While LightReach does not require any of these items expressly for NTP, we may at the discretion of our underwriters stipulate deals to review and/all precautionary steps taken from the installer, when high risk factors are involved.

In the event no recommended actions or precautions were taken, LightReach may at the discretion of our underwriters elect to halt the deal. Again, the specific steps an installer can take may vary widely and the above are more common examples. Having concrete counter-evidence in the event of any adverse customer claims helps protect installers against adverse or fraudulent customer claims.
LightReach typically samples a small percentage of accounts as standard practice, via Administrative Stipulations placed on the accounts. Partners receive standard stip notification emails in the event of this happening.

Partner/Customer Transfer Policy

LightReach Policy	LightReach takes the stance of an 'Open Market' Policy. Homeowners are free to contract with whomever they see fit.
LightReach Does Not...	Transfer customer agreements between partners.
Action Required by Homeowners	Homeowners wishing to cancel With Certified Installer (A) and sign with a new Certified installer (B) must qualify and sign a new contract. This is in the interest of fairness to all of our Certified Installer partners.

Subsidized Rate Plan Customer Policy

Some electric utilities offer specialized rate discounts to certain customer groups, such as low income or medical assistance/disability discounts. These programs can vary widely in scope and details. Common utility subsidized rate programs include:

California's CARE discount for those below 200% of the Federal Poverty Level (FPL).
Eversource Massachusett's bill discount programs
Connecticut's bill discount programs
Eversource New Hampshires FPL discount programs
Rhode Island's A-60 Rate program
Various low income bill credits / Percentage of Income Payment Plan (PIPP) programs in NJ, PA, CO, OH, NV, VA, IL, WI.

LightReach Policy	LightReach does not expressly prohibit all subsidized rate plan customers. However, we do take reasonable precautions to ensure that applicable homeowners are aware of the potential impacts of solar on their rate plan. In many cases, customers who pay the utility less will save less (or not at all) with solar, and may not be a good fit for our Energy Plan product.
LightReach Does Not...	LightReach does not expressly prohibit all subsidized rate plan customers.
Additional Precautions	All homeowners acknowledge our subsidized rate plan disclosure when they complete their standard Customer Agreement Confirmation (NTP requirement). Homeowners may at their discretion contact LightReach to review their bill rate plan for potential solar impacts. In such situations, LightReach will provide homeowners with transparent information about the impact of solar on their rate plan. It is therefore imperative for sales representatives to be cognizant of subsidized customers during the sales process, and avoid customers who may be negatively impacted by solar. Generally, LightReach will provide information to customers and assess their rate plan based on the impact of going solar: Low/No Impact (Little/no impact to solar savings) Moderate Impact (Solar savings impacted to some degree) Severe Impact (Solar will adversely impact them)

LightReach also maintains a professional Code of Conduct that is expected to be observed by all partners. This ensures that our mission and values are upheld, and serves as a cornerstone of our commitment to ethical business practices and operational excellence.

Click to view Code of Conduct

At LightReach, we and our Certified Installers share a commitment to ethical, compliant sales and high-quality customer experiences. Certified Installers are expected to adhere to their agreement with LightReach (“Applicable Agreement”) and comply with all relevant laws, regulations, and legal obligations, as well as identify and manage environmental, social, and governance (ESG) risks in procurement, sourcing, and supply chain activities. Beyond these legal requirements and the Applicable Agreement, this Code of Conduct (the “Code”) outlines fundamental rules governing LightReach’s business practices.

This Code ensures that the actions of our Certified Installers align with our shared expectations and values. Failure to adhere may result in immediate termination of the Applicable Agreement. Certified Installers agree to maintain proportionate policies and management systems to ensure compliance with this Code when providing goods or performing services on behalf of LightReach. Such policies shall include training to help employees understand risk identification, mitigation, and escalation procedures related to this Code.

This Code is not intended to be an exhaustive list of responsibilities or all applicable policies. LightReach is dedicated to fostering a transparent customer experience and forming alliances with firms that guide consumers toward well-informed decisions regarding LightReach’s offerings. Certified Installers and their employees, subcontractors, representatives, business partners, and suppliers shall conduct themselves ethically and professionally in all circumstances.

All EPCs will receive a copy of this Code Of Conduct for signature during the onboarding process.

We are on a mission to stop climate change before we reach an irreversible tipping point. This requires urgent and large-scale action, but technological advancements have made it achievable.

At LightReach, we are driving the rapid expansion of clean technologies. Our ethical and safe working practices are built on core values that we uphold. We encourage our Certified Installers to embrace and exemplify these values in all their activities.

1) Adherence and Culpability

Achieve high standards by operating consistently, sustainably, and legally. Partners must demonstrate both results and the methods used to achieve them.

2) Customer Mindfulness

Prioritize understanding and empathizing with customer needs. Ensure that every interaction reflects attentiveness and sensitivity. Continuously seek improvements to enhance the overall customer experience.

3) Innovativeness

Deliver lasting value through strategic, innovative, and financially sound approaches. By leveraging their strengths, partners can drive sustainable growth and prosperity for all stakeholders.

4) Communication & Teamwork

Actively listen, build consensus, and earn trust through dignity and respect in every interaction. Foster an inclusive environment where diverse perspectives are embraced and individual contributions are acknowledged.

Operating ethically and fairly is paramount. Certified Installers must comply with all applicable laws and regulations governing financial, consumer, and operational activities. Certified Installers are required to hold appropriate registrations, licenses, and expertise to operate in their chosen markets. They must prioritize safety and treat subcontractors, service providers, and customers fairly.

Certified Installers and their representatives should demonstrate professionalism and respect when interacting with potential and current customers, as well as competitors. Treating customers fairly is our primary objective.

LightReach will guide compliance through its Certified Installer Management Program. Any Certified Installer or representative found failing to uphold these standards will face appropriate disciplinary measures.

Key ethical and compliance considerations include:

Certified Installer must carry identification at all times, clearly visible to customers, displaying the individual’s name and photograph.
Certified Installer must not claim affiliation with LightReach beyond the terms of the Applicable Agreement.
Certified Installer must not misrepresent themselves as “the electric company” or claim they are merely “upgrading” or “updating” a customer’s existing system.
Certified Installer shall be properly licensed and registered, complying with all relevant laws and regulations.
Certified Installers shall not guarantee government or tax incentives.
Certified Installer shall discontinue a sales presentation and leave the premises upon a customer’s request.
Certified Installer shall not approach premises with posted “No Solicitation” or “No Trespassing” signs.
All customer contact shall be polite and conducted during reasonable hours.

Sales (Ethics and Compliance)

Certified Installers must evaluate potential customers to ensure suitability for the products and services offered. Within the Certified Installer’s organization, no individual shall harass, threaten, pressure, or engage in aggressive, abusive, or deceptive sales tactics. Certified Installers must not offer products to customers unable to fully understand contractual terms due to language, health, or other factors.

Certified Installers must also:

Refrain from deceptive, misleading, unlawful, or unethical business practices.
Present any proposals or agreements exactly as generated by LightReach.
Accurately and transparently disclose additional costs that may affect a customer’s overall savings or total cost (e.g., structural repairs, property modifications, financing fees).
Ensure the customer has sufficient time to read and understand all materials, contracts, and related documents.
Reasonably ensure the customer is capable of understanding the contractual obligations.

Certified Installer shall not:

Misrepresent product or service capabilities.
Present false or misleading statistics, cost savings, or other unsubstantiated information.
Write or assist a customer in canceling their existing service.
Lead customers to believe they will not receive any ongoing bills, charges, or invoices.
Provide signatures or consents on behalf of a customer.
Sell products to a customer using a Power of Attorney.
Modify, alter, or change any proposals or documentation generated by LightReach.
Promise any specific tax incentives, rebates, credits, or money-back guarantees.
Make any guarantee or promise regarding savings to a customer.

Certified Installer shall provide accurate information about:

Price
Term of the agreement
Product and service performance
Credit and other qualifying requirements
Terms of payment
Cooling-off or right of rescission periods
After-sales service
Scheduling

When making comparisons with another company’s products or services, only use truthful, fact-based information that can be substantiated. Certified Installers must protect private information and obtain customer consent before requesting any credit authorization. They must answer customer questions accurately and honestly.

If telemarketing is employed, the Certified Installer must maintain policies, procedures, and documentation to comply with local, state, and federal laws and regulations, including DNC (Do Not Call) policies, training, and adherence to calling restrictions. They must keep records of lists, scripts, training materials, and registration evidence, ensuring calls are conducted lawfully and respectfully.

Certified Installers must follow all licensing and permitting regulations governing their operations. This includes obtaining any necessary licenses, registrations, and approvals required by law.

All advertising and customer-facing materials must comply with jurisdictional requirements. Certified Installers must notify LightReach promptly of any changes in license numbers, business names, status updates, or qualifying agents.

As a Certified Installer, you must:

Comply with all applicable environmental laws, including those concerning waste, hazardous materials, emissions, biodiversity, resource consumption, and more.
Report accidents, injuries, or adverse environmental impacts promptly.
Seek to reduce resource consumption, improve energy efficiency, and mitigate environmental risks.
Treat and reduce hazardous emissions, wastewater, and other operational byproducts where feasible or legally required.
Incorporate recycling and reusing practices where possible or mandated by law.

Forced Labor and Modern Slavery:

Certified Installers must not engage in forced labor, human trafficking, child labor, or any form of modern slavery. Employment must be voluntary.
Certified Installers must not employ workers under the minimum legal working age or involve underage workers in hazardous tasks.

Discrimination:

Promote equal opportunity without regard to legally protected characteristics.
Treat all workers with dignity and respect; protect them from discrimination, harassment, bullying, or other inappropriate behavior.

Freedom of Association and Collective Bargaining:

Respect workers’ rights to form or join associations and bargain collectively.
Do not discriminate or retaliate against workers for union-related activities.

Remuneration and Working Hours:

Comply with applicable wage and hour laws, ensuring regular and timely payment.

Health and Safety:

Comply with all health and safety laws.
Maintain a safe work environment through adequate training, policies, and procedures.

In essence, we require our Certified Installers to adhere strictly to legal requirements and the guidelines outlined in this code. All Certified installers have a responsibility to monitor compliance with this Code and are expected to cooperate with LightReach and notify LightReach, including with respect to their own suppliers, business partners, contractors, and subcontractors.

Business Partners may be asked to take reasonable steps to address such breaches, including undertaking audits and risk assessments, providing LightReach with records and information and/or developing corrective action plans. Violations of this Code may result in termination of the contract between LightReach and Certified Installer

How to Report

Contact your LightReach Relationship Manager
Send an email to: [email protected]
Write to: LightReach
1616 Camden Rd Suite 300
Charlotte, NC 28203
Attn: Legal and Compliance

All reported violations that include specific information will be investigated and appropriate action will be taken.

LightReach reserves the right to request an audit to verify compliance with these expectations, and LightReach expects Certified Installers to comply with reasonable requests for information, certifications, and/or audit access.