Recommendation 6:“Have the consumer service provide tariff advice for billing complaints”
Observation: For disputes concerning bills, a tariff analysis of the customer account carried out by the mediation team may reveal that the applied tariff does not match the customer’s consumption profile.
Recommendation: The supplier’s consumer service should improve its processes by systematically providing tariff advice when it receives a customer complaint in order to ascertain that the right tariff is applied, particularly when the amounts at stake are high.
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