Never have so many consumers called on the national energy mediator to resolve a dispute. While 12,260 disputes were recorded in 2016, the mediator recorded 30,626 in 2021, an increase of 150% in 5 years, according to figures from the structure’s annual activity report published on Tuesday.
2021 was not just the year when the energy price crisis started. It was also the record number of complaints lodged with the sector ombudsman. The two are obviously intimately linked. While 12,260 disputes were recorded in 2016, 30,626 were recorded in 2021, i.e. a 150% increase in 5 years, writes the energy ombudsman in his activity report published on Tuesday. In detail, 15,327 referrals gave rise to proceedings and 9,051 were the subject of recommendations leading to an amicable agreement. Advice and conflict resolution being the primary mission of the mediator.
The year 2021 was marked by rising energy prices. Although the government has set up a ‘tariff shield’ for gas and electricity, this situation shows that it is necessary to protect individuals more, explains mediator Olivier Challan Belval. In 15 years of existence, never have so many disputes been recorded. This increase is mainly due to the bad practices of some suppliersoften cumulates a poor handling of customer complaints. The sharp rise in prices has also led consumers to be more attentive to their energy bills, and to dispute them more often, continues the mediator.
Three suppliers in the sights of the mediator
Thus, the consumer defense association CLCV has initiated a group action against Cdiscount Energie and GreenYellow so that their customers, forced to change their gas contract, receive compensation after being pressured to change a fixed rate energy contract. In times of crisis, the latter is more favorable to consumers but hard to assume economically for suppliers.
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More broadly, it is not recommended to change energy contracts in the coming months since the government will extend the tariff abacus until the end of 2022, at least. In particular, because the number of offers listed fell in 2021, some like E.Leclerc even leaving (temporarily?) the market.
If you are having difficulty paying your bills, consider asking the supplier to be able to spread it out. He can also check whether the contract is suitable and see whether you are eligible for the energy check. The mediator also recommends to extend to three weeks, compared to two today, the deadline for payment of energy bills, from the date of his mission.
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In 2021, the suppliers Ohm Energie, Greenyellow and Mint Energie have the highest litigation rates, underlines the mediator. A rate between 3 and five times higher than the average which is 78 disputes for 100,000 customers. Suppliers Total nergies and ENI, which had been awarded ‘red cards’ by the national energy mediator in previous years, have taken measures to improve the handling of their customers’ complaints, which are starting to bear fruit, salute the mediator.
A label for green offers
A more virtuous energy? In principle, consumers agree, says the mediator, but how to navigate? The national energy mediator has chosen since 2019 to make the characteristics of the offers more readable on its comparator by displaying the origin (country), the source (hydraulic, wind, etc.) and the method of purchase.
But these essential precisions are added today the VertVolt label set up by Ademe since October 2021. To obtain it for two years, the supplier undertakes to buy 100% renewable electricity and the corresponding guarantees of origin from French producers.
According to the quarterly report of the Energy Regulation Commission (CRE), so-called green offers are currently more expensive than regulated electricity or gas tariffs.