EDF faced, in 2023, an influx “unpublished” of complaints from its customers, an increase of 37% over one year, in a context of increases in energy prices, according to the annual report of the group’s mediator published Thursday April 18.
With “7,470 referrals received” in 2023, it is “an unprecedented number of requests in the entire history of the group’s mediation”launched twenty-five years ago, underlines EDF mediator, Olivier Fontanié. “Exceptional for professionals and businesses, this increase was more moderate for consumers (+ 24%)”he specifies.
Most of the disputes were linked to the increase in energy prices and the financial difficulties of EDF customers, adds the group’s mediator, and this “despite the protective measures of the public authorities”, notably the tariff shield which the government has announced will gradually end. But these measures have sometimes also been the cause of referrals to the mediator, their implementation not having “not always been well understood” by EDF customers.
For individuals, referrals on the price of gas
Concerning individuals, “the mediator was mainly contacted by clients [du] gas [affectés] by the very sharp increase in prices at the end of their fixed price contract”details a press release.
Companies have, for their part, “especially encountered difficulties in contacting an advisor, obtaining answers to their complaints or even honoring their contract signed in 2022, at the peak of market prices”continues the mediator.
Complaints were processed on average within sixty-four days and, in 84% of cases, resulted in an amicable settlement.