Recommendation 8: “Improve the TSS renewal process for collective heating by harmonizing ENGIE procedures with those of the platform concerned”

Observation: For homes having group or district heating, TSS renewal can pose a problem. The dedicated toll-free number informs customers that in such cases TSS is automatically renewed, whereas the supplier needs to return a certificate filled in by the customer. If this procedure is not followed, the customer will not receive his benefit.

Recommendation: ENGIE and the platform must convey the same message to clarify matters for customers eligible for social tariffs in such homes.

Addressee: France BtoC

Reason: Customer care, advice and guidance