Consumer Protection Report 2024
In this report in partnership with GOGLA, we examine data and analysis on our Consumer Protection Score collected from talking to 12k+ customers of 40+ companies offering solar energy solutions: Solar Home Systems, Solar Lanterns, and Appliances. Our goal is to provide insights and actionable recommendations for improving Consumer Protection practices to enhance customer experience and ensure consumer rights are protected.
We hope the report helps the Off-Grid Solar Energy industry adopt practical strategies to address common challenges, increase transparency, and improve service quality to customers. Ensuring customers are aware of key contract terms, providing flexible payment options, and efficiently resolving product or service challenges are not just customer-friendly practices but also make business sense. These steps help reduce payment defaults, increase customer loyalty and lower long-term operational costs.
An Introduction to Consumer Protection
In 2021, GOGLA and 60 Decibels collaborated to develop the Consumer Protection Insights Survey Tool & Approach.
This tool translates the Consumer Protection Principles (CPP) into survey questions specifically designed for end-users, allowing for direct consumer feedback on the sector’s adherence to these principles. This initiative represented a significant step towards integrating consumer voices into Consumer Protection evaluations.
The survey tool includes a comprehensive version covering all direct-to-consumer indicators in the CPP, a basic version with a selection of key indicators, and a concise module of nine questions.
In March 2024, 60 Decibels introduced the Consumer Protection Score, developed from our nine-question module, and published the findings in the Why Off-Grid Energy Matters 2024 report. This report offers a focused analysis of consumer protection data and insights.
This report was funded by GOGLA through the Consumer Protection programme supported by BII+, DOEN Foundation and FMO. The Consumer Protection Code developed by GOGLA helps safeguard and respect the rights of consumers.
We are grateful for the contributions of partners who funded the data collection work with off-grid energy companies. These partners include UK aid from the UK Government via the Transforming Energy Access (TEA) platform, Good Energies, DOEN Foundation, Cygnum Capital, responsAbility, Triple Jump, Ethex, Energise Africa, KawiSafi Ventures, PIDG, Acumen.
If you have questions for us on this report, the Consumer Protection Score, or how you might assess your — or your portfolio, grantees, members — Consumer Protection performance, get in touch.