Recommendations for the Business Customers

Division (DCP) and the BtoB market

In 2024, the number of mediation cases reached a very high

level for “small businesses”, i.e. professionals with an elec-

tricity meter with a power rating of 36 kVA or less, or a gas

meter of less than 30,000 kWh. There has been an increase

of 102% compared with 2022 for DCP, and of 44% com-

pared with 2023 for E&C.

This type of claimant is not directly covered by the French

Consumer Code, as they do not have the same consumer

status as private individuals.

However, the legislator has decreed that they benef it from

certain provisions of the French Consumer Code, such as,

for example, the 14-month limit on back-billing of consump-

tion.

As a result, the Ombudsman for the ENGIE Group made

recommendations to the BtoB Departments for improving

the way these claimants are handled in his 2023 report and

then at the end of 2024. These recommendations are either

in the process of being implemented or have already been

followed up.

DCP’S RESPONSES:

Implementation of this measure was started in late

2024, with an automated process via the new billing

system rolled out in February 2025 The customer

account statements are clearer the headings more

understandable and all the transactions includ

ing bill cancellations the reason for a direct debit

rejection etc are clearly shown

The Mediation service has requested that customer

account statements be presented in a clear and

informative way, to provide claimants with a precise and

enforceable explanation of the f inancial f lows relating

to customer account management (billing, payments,

refunds, bill cancellations, etc.).

In this respect, the model proposed by the Individual

Customers Division should be replicated.

WITH REGARD TO CUSTOMER ACCOUNT

STATEMENTS PRODUCED AT THE REQUEST

OF THE MEDIATION SERVICE

DCP’S RESPONSES:

  With regard to the drafting of responses to

requests for information from the Mediation

service:

Previously, each customer service representative as-

signed to handling complaints would write their re-

sponse to a request for information using a blank doc

ument In 2024 customer service representatives

were provided with standard summariestemplates

in accordance with the issues being dealt with to

ensure the consistency and completeness of the in

formation provided so that quality investigations can

be carried out on the f irst attempt These guides are

regularly adapted as a result of the improved quality

control process put in place at the same time

Improved quality control for responses to

requests for information

From 2024 all responses must be proofread

checked by a quality control manager before being

sent to the Mediation service

These changes have been noted by the Mediation

service for the ENGIE Group

The Mediation service has asked that its requests

for information be treated with greater rigour,

to avoid back-and-forth exchanges and to

standardise the responses produced.

WITH REGARD TO THE QUALITY OF RESPONSES PROVIDED TO THE MEDIATION SERVICE FOLLOWING REQUESTS FOR INFORMATION REQUIRED TO ANALYSE CASES

Recommendation for handling the responses to be

provided to the Mediation services during the analysis

and solution-f inding phase

Recommendation for improving the information

provided to professional customers

DCP’S RESPONSES:

DCP began a complete overhaul of this process in Sep-

tember 2024. The aim of this approach is to provide

more precise and informative responses to custom-

ers, and make it easier to understand changes in tar-

if fs before and after contract renewal, which was one

of the recommendations made by the Ombudsman in

his 2023 annual report.

The completion of this work, which involves major

changes to the information system, is scheduled for

the f irst half of 2025.

Even though the rules governing pre-contractual

information dif fer from those for a consumer (in the

sense of a private individual), the Mediation service has

recommended improving the quality of information at

key points throughout the contract term, to avoid specif ic

types of complaint.

WITH REGARD TO THE CLARITY

OF CONTRACT RENEWAL LETTERS

(INCLUDING RENEWAL

EMAILS)

DCPS RESPONSES

The monthly payment plans were updated when the an

nual bills were produced and not at the time of contract

renewal The DCP is currently examining two key meas

ures that should be integrated into the IT systems in the

second half of 2025

Adjustment of the monthly payment plan when the

contract is renewed requiring the payment schedule to

be modif ied during the term of the monthly payment plan

Aligning the start date of the payment schedule

with the contract renewal date

WITH REGARD TO THE MEDIATION SERVICE'S

REQUEST FOR AUTOMATIC ADJUSTMENT OF

THE MONTHLY PAYMENT PLAN TO THE NEW

PRICES

WHEN THERE IS A CHANGE IN TARIFF

AT THE TIME OF CONTRACT RENEWAL

DCP’S RESPONSES:

Following work undertaken by DCP since September

2024:

  With regard to the Special Terms of Sale (STS): from

12 March 2025, they will include an informative and

explanatory document with illustrated examples;

this document forms part of the contractual

provisions requiring the customer’s signature.

  With regard to the release letter sent to

prospective/future customers when they change

supplier: since January 2025, information has

been sent to “new future customers” explaining

the cancellation fees that may be incurred under

their current contract (former supplier) and the

fees that may be incurred in the event of early

termination of the ENGIE contract (see p. 32).

  With regard to the calculation of cancellation

fees: since January 2025, a personalised module

has been made available to advisers. The aim is to

provide reliable information on the estimated

amount of cancellation fees following a request

from a customer by telephone or email.

  With regard to providing better information about

cancellation fees on the website: the answers to

the question “How do I cancel my contract?” have

been rewritten to make them easier for customers

to understand

WITH REGARD TO THE MEDIATION

TEAM’S REQUEST FOR BETTER

INFORMATION ON CANCELLATION FEES

View this

recommendation

online

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