A record. EDF faced an
“unprecedented”
influx of complaints from its customers in 2023, 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. With
“7,470 referrals received”
in 2023, this is
“an unprecedented number of requests in the entire history of the group's mediation”
, launched 25 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 protection measures of the public authorities"
, in particular the tariff shield including the government announced the gradual end. But these measures have sometimes also been the cause of referrals to the mediator, their implementation having
“not always been well understood”
by EDF customers.
Concerning individuals,
“the mediator was mainly contacted by gas customers [affected] by the very sharp increase in prices at the end of their fixed price contract”
, details a press release. Companies have
“especially encountered difficulties in contacting an advisor, obtaining responses 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 64 days and in 84% of cases resulted in an amicable settlement.