Referrals increased by 37% for EDF in 2023 according to the group’s annual Mediation report. The majority of discontent is due to increases in energy costs and customers’ incomprehension of the measures put in place by the State, such as the price shield.
EDF has faced more claims this year. The annual report of the group’s Mediator noted a 37% increase in referrals. Why such an increase? The majority of disputes are linked to the increase in energy prices and the financial difficulties of EDF customers.
Also involved is a poor understanding of the protection measures put in place by public authorities and passed through energy bills (shields, shock absorbers, etc.), notes the mediator.
Individuals impacted by the sharp rise in gas
In total, 7,470 referrals were received. They were processed in 64 days on average, with an 84% success rate. These referrals have seen an exceptional increase for companies, some of which have had difficulty contacting an advisor and obtaining responses to their complaints.
On the individual side, the Mediator was mainly contacted by gas customers impacted by the very sharp increase in prices at the end of their fixed price contract, the report indicates.
End of the price shield: a gas tax almost double on January 1
Positive points are nevertheless noted by the Mediator: there is better dialogue with EDF and its subsidiaries, which allows the implementation of effective action plans in reduced time to deal with the problems encountered by customers.
Mathilde SIRE
After training in journalism at the IUT of Lannion, Mathilde Sire worked in Ouest-France, as a freelancer for online media, press… Read more
MoneyVox / MS / April 2024