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,:The Mediation service is not making any new recommen-

dations, as the risks identif ied by the Mediation team in

2024 have already been taken into account in custom-

er processes. It is overseeing the implementation of the

recommendations made in 2023 and currently being put

in place by Management. Some of these measures require

major changes to the information systems and will thus take

longer to implement.

Follow-up to recommendations made in 2023

Recommendations for

the Consumer Division (DGP)

When customers subscribe

online, the results of the tarif f

study can be viewed on the form

included in the tools. However,

customers can opt not to carry

out the tarif f study online; in this

case, the supplier will try to con-

tact them to carry out the study

over the telephone at a later date.

When a customer calls to inform

the company they are moving

house, the advisor must carry

out a tarif f study. To date, this

study has not been included in

the tools. A development request

is currently ongoing to ensure

that the questions and answers

completed via the estimation

tool are logged

Keep the tarif f study

conducted when the customer

moves house to demonstrate

the quality of professional advice

and justify the amount

of the estimated monthly

payment.

In 2024, the supplier introduced

a process for updating month-

ly instalments one day after

the date on which the contract

comes into force. It also sends

the customer a notif ication about

any increase in the monthly pay-

ment. These two measures have

already improved the process.

Another development is sched-

uled for the end of June 2025:

the price comparison on the re-

newal letter will include an esti-

mate of the annual budget and

monthly payment with the old

and new prices as well as the

dif ference between the two

Align the payment schedule

for monthly instalments with

contractual periods rather

than with the timing of

adjustment invoices.

In particular, send the

new payment schedule for

the new instalments

at the time of contract

renewal.

The supplier has implemented

the recommendation.

Get rid of renewal letters

that do not clearly indicate

that prices will

signif icantly increase

to encourage the consumer

to compare their

new rate with the old one,

so they can make an informed

choice. Indicate both the old

price and the new price

on the contract

renewal letter.

The supplier is studying the

feasibility of displaying prices

in euro cents in the IS

Indicate the kWh prices

in cents rather than

euros in contractual

documents

The supplier has implemented

the recommendation

Accompany consumption

adjustments during

the billing cycle with detailed

information and explain

complex accounting

operations

DGP improved its handling rate

for less complex complaints in

2024 see p 19 Concerned

about the efficiency of com

plaints handling by ENGIEs

subsidiaries the Mediation

service will continue to mon

itor this indicator in order to

improve the process

Improve the complaints

handling process for energy

suppliers to prevent the

Mediation service from

gradually becoming

a complaints handling

service.

View the online

followup report

on the 2023

recommendations

for DGP

28