Recommendation 7: “Respect the timescale for issuing the payment of compensation after the implementation of a mediation solution”
1. Observation
The complainant noted several technical malfunctions in his private power supply following the installation of a Linky meter. In fact, the meter failed to switch to peak hours and off-peak hours, and sometimes tripped in the evening.
2. Mediation solution
After analysis of the case by the Mediation team, it was agreed that the electricity distributor, ENEDIS, should compensate the complainant for:
- the technical malfunctions encountered,
- the various call-outs of the distributor’s technicians to his home which did not allow the problem at the origin of the dispute to be detected quickly,
- and the long delay in resolving the dispute.
The solution was accepted by the complainant and ENGIE Group’s Mediation requested its implementation by ENEDIS. But the applicant received the compensation 3 months after the request for implementation of the solution by ENGIE Group’s Mediation. Both the complainant and the Mediation service considered this payment time too long.
3. Generic observation
The mediation solution was accepted by the complainant and ENEDIS, and the ENGIE Group’s Mediation service asked ENEDIS to implement it. But the complainant received the compensation payment three months later after the ENGIE Group’s Mediation team requested implementation of the solution. Both the complainant and the Mediation service considered this payment time too long.
4. Recommendation / generic solution
When implementing the mediation solution validated with ENEDIS, it must comply with its procedure in force, that is to say the sending of compensation to the customer within a maximum of three weeks from the date of request for implementation to ENEDIS by the ENGIE Group’s Mediation team.