Recommandation 8-2018

Recommendation 8: “Inform suppliers of what arrangements to make vis-à-vis customers when changing an old meter that exceptionally was part of a faulty series (that underestimated the reading) and led to complaints”

0- Follow-up to the recommendation

The customer service of supplier ENGIE Gaz Tarif Réglementé will be made aware of possible rises in usage when meters are changed when such meters have been identified as faulty by GRDF.

1- Observation

Example 8.1 or 8.2 already dealt with.

2- Mediation solution

Example 8.1 or 8.2 already dealt with.

3- Generic observation

When changing a faulty meter known by the manufacturer to present a risk of underestimating
usage, the distributor should warn the supplier, who would then be able to inform its customer of the risk of underestimation. When a new meter is installed, it restores a “normal” level of consumption, which is probably higher than the level indicated by the old meter due to its structural defect.

4- Recommendation / Generic solution

The distributors (GRDF or ENEDIS) should send suppliers the list of meters publicly acknowledged as presenting a risk of underestimation by their manufacturers, to enable the suppliers to inform their customers in the event of complaints. In effect, when the new meter is installed, in all likelihood the customer will notice an increase in billed usage. The ENGIE Group’s Mediation service recommends that no adjustments should be billed solely in this case, for the period of operation of the meter known to be part of a faulty series.

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