Recommendation 2: “Propose a form to be given to the consumer, explaining the procedure further to an accident on the network”
When an accident occurs on the natural gas network beyond the meter (e.g.: a pipe severed by a customer in his garden), the complainant is not properly informed of the procedure at the time of the accident report (the parties’ responsibilities, an estimate of the repairs, what is payable by the consumer, etc.).
To make it easier for the customer to understand the situation, provide more explicit information on the parties’ liability, just like car accident reports. The customer should be informed of the drawbacks and possible expenses in the short term, when the parties sign the accident report.