Recommendation 6: “Have the consumer service provide tariff advice for billing complaints”
1- Observation
For disputes concerning bills, a tariff analysis of the customer account carried out by the mediation team may reveal that the applied tariff does not match the customer’s consumption profile.
2- Recommendation
The supplier’s consumer service should improve its processes by systematically providing tariff advice when it receives a customer complaint in order to ascertain that the right tariff is applied, particularly when the amounts at stake are high.
3- Addressee
ENGIE Particuliers (domestic customers division)
4- Reason
Customer care, advice and guidance