ENGIE provides concrete support for individuals
We are dealing with all requests relating to customers’ inability to pay their bills on a case-by-case basis, taking into account the difficulties they are encountering. ENGIE BtoC has kept its customer services open in order to offer its customers quick and immediate answers. Personalized answers and adapted solutions can thus be provided, according to each person’s situation, such as the most suitable installment plan in the event of financial difficulties. In this complex period, ENGIE has BtoC wanted to remain contactable and accessible for its customers so that it can intervene in an emergency and continue to answer questions and concerns.
Several measures have been taken to help the most vulnerable households:
- For customers experiencing payment difficulties, we handle requests on a case-by-case basis to take account of possible customer difficulties and to agree on an arrangement in compliance with the regulations in force.
- As announced on Monday, April 6, we are reimbursing two months of electricity standing charges (April and May) for 600,000 “assisted” households, i.e. €12 million committed by ENGIE for its customers. This aid concerns households that have already received an energy voucher or aid from the Housing Support Fund and have an electricity contract with ENGIE on April 30. Reimbursements will be made from May for the month of April.