Recommendation 10: “At consumer service level, adapt the debt absorption plan to customer resources”
1- Observation
When implementing a debt absorption plan, the monthly payments may not match the customer’s financial means. BY adapting this plan to the customer’s disposable income, mediation generally helps improve the situation.
2- Recommendation
The consumer service can directly introduce at its own level of payment times matching the customer’s means, which would avoid referral to mediation.
3- Addressee
ENGIE Particuliers (domestic customers division)
4- Reason
Energy offer and complaint follow-up