Recommendation 7 of the 2015 Annual Report

Recommendation 7: “Explain the line ‘adjusted consumption’ on the bill”

1- Observation

For disputes concerning bills and more particularly concerning an adjustment of meter readings from one bill to the next, the supplier adds a line on the bill labelled “adjusted consumption”. This is incomprehensible to the customer, as no explanation is given.

2- Recommendation

When the bill includes a “consumption adjustment” line, the corresponding calculation must be clearly explained. For instance, in a letter attached to the bill, or even information provided by telephone for small amounts.

3- Addressee

ENGIE Particuliers (domestic customers division)

4- Reason

Billing & consumption