Recommendation 9 of the 2015 Annual Report

Recommendation 9: “Sustain and improve good customer relations when collecting payment for disputed bills, in particular when collection of payments is outsourced”

1- Observation

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.

2- Recommendation

In such situations, the disputed bill should be set aside and not be the subject of a payment reminder until the supplier has responded.

3- Addressee

ENGIE Particuliers (domestic customers division)

4- Reason

Complaint follow-up