The technical difficulties in accessing MaPrimeRénov ‘are “far from being resolved”, said Thursday the Defender of Rights (DDD) Claire Hédon.
The technical difficulties in accessing MaPrimeRnov’, a flagship device for helping to renovate housing, are far from being resolved, the Defender of Rights (DDD) Claire Hdon told a Senate committee on Thursday.
In October, the DDD published a decision highlighting numerous technical malfunctions in the processing of applicants’ files.
900 new claims
Having received nearly 500 complaints in two years on this subject, it targeted in particular the online portal where users must imperatively create an account in order to take their steps.
The malfunctions of this portal could have consequences in the payment of aid, which targets low-income households, and plunge some into precariousness.
Following the publication of the decision, the DDD received 900 new complaints, said Claire Hdon before the Senate inquiry committee on energy renovation.
Some of these complaints were provoked by the media coverage of his decision, but others come from claimants who the public authorities have not provided a satisfactory response and who are therefore filing a new complaint, said Claire Hdon.
Some improvement in the quality of service
There has been some improvement in the quality of service provided to users. However, frankly, the overall difficulties are far from resolved, some of our claimants whose files have been pending since still cannot access their account or deposit documents, she added.
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She regretted that the National Housing Agency (Anah), which runs MaPrimeRnov’, did not accede to her request to set up a 100% digital alternative channel to compile files.
I regret it given the persistent malfunctions. And more generally, by the way, computer malfunctions and computer bugs will always exist, and you will always have to be able to reach someone, she said.
The difficulties of access to public services caused by the dematerialization of formalities, in particular for the elderly who are uncomfortable with digital tools, have been a long-standing battle of Claire Hdon.
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