Recommendation no. 1: “Continue improving explanations about consumption adjustment rules when meters are jammed”
1- Observation
When adjusting incorrect consumption, GRDF gives the customer a worksheet explaining how the proposed adjustment is calculated. The response to the customer is not explained clearly enough; so it is the Mediation team that has to provide the explanations if the complainant so requests.
2- Recommendation
In addition to assistance arrangements (by telephone) put in place by the distributor, providing an explanatory note with the detailed calculation to clarify the rules and proposed calculations. For instance: on the back of the sheet sent to the customer, give a definition of the terms and units used, the calculation and consumption adjustment rules, the principles used, etc.
3- Addressee
GRDF
4- Reason
Billing & consumption