Recommendation 9: “Sustain and improve good customer relations when collecting payment for disputed bills, in particular when collection of payments is outsourced”
Before going to mediation, a customer with a pending complaint on a bill may in certain cases continue to receive reminders, even for a disputed bill. This upsets the customer, who considers such reminders as harassment, whereas he expects a response to his complaint from the supplier. This annoyance is often mentioned in mediation cases.
In such situations, the disputed bill should be set aside and not be the subject of a payment reminder until the supplier has responded.
ENGIE Particuliers (domestic customers division)