Recommendation 10 of the 2015 Annual Report

Recommendation 10: “At consumer service level, adapt the debt absorption plan to customer resources”

1- Observation

When implementing a debt absorption plan, the monthly payments may not match the customer’s financial means. BY adapting this plan to the customer’s disposable income, mediation generally helps improve the situation.

2- Recommendation

The consumer service can directly introduce at its own level of payment times matching the customer’s means, which would avoid referral to mediation.

3- Addressee

ENGIE Particuliers (domestic customers division)

4- Reason

Energy offer and complaint follow-up