Recommendation 14: “Remind ENGIE partners of the energy efficiency certificate filing rules and process energy efficiency certificate premiums at consumer service level”
When carrying out energy-saving works, certain ENGIE network partners file certificates of completion of the works belatedly, at times after the deadline for related promotional offers or even after the legal deadline (the time limit for recording the energy efficiency certificate in a given calendar year). The Mediation service notes that the complainants’ complaints were justified in all these cases.
Firstly, the partner network’s management must remind the members of the ENGIE network of the rules for filing energy efficiency certificates so as not to penalize customers. Secondly, the consumer service is encouraged to handle such complaints directly, when the delay is attributable to the partner installer.
Energy offer and complaint follow-up