Recommendation 6 of the 2015 Annual Report

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