Recommendation 7:“Explain the line ‘adjusted consumption’ on the bill”
Observation: For disputes concerning bills and more particularly concerning an adjustment of meter readings from one bill to the next, the supplier adds a line on the bill labelled “adjusted consumption”. This is incomprehensible to the customer, as no explanation is given.
Recommendation: When the bill includes a “consumption adjustment” line, the corresponding calculation must be clearly explained. For instance, in a letter attached to the bill, or even information provided by telephone for small amounts.
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