Recommendation no. 1:“Continue improving explanations about consumption adjustment rules when meters are jammed”
Observation: When adjusting incorrect consumption, GRDF gives the customer a worksheet explaining how the proposed adjustment is calculated. The response to the customer is not explained clearly enough; so it is the Mediation team that has to provide the explanations if the complainant so requests.
Recommendation: In addition to assistance arrangements (by telephone) put in place by the distributor, providing an explanatory note with the detailed calculation to clarify the rules and proposed calculations. For instance: on the back of the sheet sent to the customer, give a definition of the terms and units used, the calculation and consumption adjustment rules, the principles used, etc.
Reason: Billing & consumption
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