Recommendation 6: “Create a status/header in the letter sent by the platform that informs the beneficiaries of social tariffs: TPN or TSS ”

Recommendation 6: “Create a status/header in the letter sent by the platform that informs the beneficiaries of social tariffs: TPN or TSS ”

Tracking of the implementation of the recommendation : This recommendation wasn’t implemented as the social tariffs were replaced by voucher schemes.

Observation: When a TPN or TSS customer makes an enquiry, the platform run by all energy suppliers replies either via a dedicated toll-free number or by post. This letter without a header, date or signature casts doubt over its sender.

Recommendation: The ENGIE Group’s Mediation department recommends including a status code in the letter. For instance, a header worded “Supplier management platform for the Special Solidarity Tariff” for a TSS, together with the name of the energy supplier concerned. The letter must also be dated and signed.

Addressee: France BtoC

Reason: Customer care, advice and guidance

The website mediateur-engie.com uses cookies to offer services and collect statistical data. If you continue browsing the website you accept them. More information

The cookie settings on this website are set to "allow cookies" to give you the best browsing experience possible. If you continue to use this website without changing your cookie settings or you click "Accept" below then you are consenting to this.

Close