Recommendation 11:“Handle energy efficiency certificate premiums at consumer service level”.
Observation: For a customer dispute at complaints department level concerning the non-payment of energy efficiency certificate premiums, the supplier rejects payment on the basis of the same case file as that supplied for the response provided by the supplier’s customer service, without asking the customers for the missing documents supporting their claim. The mediation team notes that in all the mediation cases on this subject the complaints were nonetheless always justified and could have been handled by the complaints department.
Recommendation: When cases concerning energy efficiency certificate premiums reach the consumer service, it must ask the customer to provide the missing documents supporting its complaint.
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