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