Recommendation 6: “Have the consumer service provide tariff advice for billing complaints”
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.
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.
ENGIE Particuliers (domestic customers division)
Customer care, advice and guidance