Recommendation 4: “Remind the payment collection providers that they should avoid chasing up customers whose complaints are being handled at consumer service level or by the Mediation department”

Recommendation 4: “Remind the payment collection providers that they should avoid chasing up customers whose complaints are being handled at consumer service level or by the Mediation department”

Tracking of the implementation of the recommendation : this recommendation was carried out during the first semester of the year 2017.

Observation: When the payment collection provider tries to recover amounts payable by customers, some of the latter receive reminder letters, even though the ENGIE Group’s Mediation department or the consumer service is dealing with their case.

Recommendation: When the customer can prove to the provider in question that his complaint is pending, the payment collection provider must stop the debt collection process while the case is pending, and so inform the supplier. It is important to introduce a procedure that systematically stops the debt collection process when customer complaints are being handled by the consumer service so that customers do not feel obliged to pay sums “due” before their complaint has been dealt with. And we recommend that the supplier ensures it does not pass on to the debt collection providers the cases of customers whose complaints are being handled by the consumer or mediation services, or at least identify the disputed amounts to avoid them being included in reminders.

Addressee: France BtoC

Reason: Complaint follow-up

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