{"id":19256,"date":"2024-07-09T00:00:00","date_gmt":"2024-07-08T22:00:00","guid":{"rendered":"https:\/\/stg.engiedotcom.myengie.com\/?page_id=19256"},"modified":"2026-03-23T10:16:20","modified_gmt":"2026-03-23T09:16:20","slug":"the-ombudsmans-recommendation-to-inform-customers-who-switch-contracts-to-terminate-their-previous-contract","status":"publish","type":"page","link":"https:\/\/www.engie.com\/en\/mediation\/mediation-for-the-engie-group-in-disputes-with-client-companies\/the-ombudsmans-recommendation-to-inform-customers-who-switch-contracts-to-terminate-their-previous-contract\/","title":{"rendered":"The Ombudsman\u2019s recommendation to inform customers who switch contracts to terminate their previous contract"},"content":{"rendered":"\n\n<div id=\"block_efcf5919e1e88d59ec2cdf2065d1721f\" class=\"cp-edito-herobanner-centered relative teq-container content-center  noBg z-0 !pt-[115px] lg:!pt-[88px] lg:min-h-[75vh] nj-aura nj-aura--white\">\n    <div class=\"teq-grid relative z-0\">\n        <div class=\"col-span-10 flex flex-col items-center px-0 lg:col-start-3 lg:col-span-8 hero-top text-center\">\n\n            <div class=\"text-center desktop-only\">\n                <nav role=\"navigation\" aria-label=\"breadcrumb\" class=\"mb-24 cp-breadcrumb desktop-only\">\n            <ol id=\"custom-breadcrumb\" class=\"nj-breadcrumb\"><li class=\"nj-breadcrumb__item\"><span><a href=\"https:\/\/www.engie.com\/en\/\" class=\"nj-link nj-link--sm nj-link--grayed nj-link-icon\">\n        <span aria-hidden=\"true\" class=\"material-icons\">\n            home\n        <\/span>\n        <span class=\"nj-sr-only\">\n            Home\n        <\/span>\n     <\/a><\/li>  <li class=\"nj-breadcrumb__item\" aria-current=\"page\">The Ombudsman\u2019s recommendation to inform customers who switch contracts to terminate their previous contract<\/li><\/span><\/ol>    <\/nav>            <\/div>\n\n                            <div class=\"title mt-8\">\n                    <h1 data-trad class=\"nj-heading--2xl nj-weight--bold flex flex-col \">\n                        <p>The Ombudsman\u2019s recommendation to inform customers who switch contracts to terminate their previous contract<\/p>\n                    <\/h1>\n                <\/div>\n            \n                            <div class=\"description mt-32 nj-heading--sm nj-color--neutral\" data-trad>\n                    <p>Theme: Contract<br \/>\nEntity concerned: Professional Clients Department<br \/>\nRecommendation: Inform customers who switch contracts but retain the same delivery point about the need to terminate their previous contract.<br \/>\nRecommendation status: currently being implemented<\/p>\n                <\/div>\n            \n                    <\/div>\n    <\/div>\n<\/div>\n\n\n\n<div id=\"block_7a0125b3639cb6d48bd52ad00d576c62\" class=\"cp-wysiwyg teq-container nj-aura nj-aura--white\">\n    <div class=\"teq-grid \">\n        <div class=\"col-span-6 xl:col-start-2 xl:col-span-10 lg:col-start-1 lg:col-span-12 \">\n                        <div class=\"teq-wysiwyg\">\n                <div data-trad data-trad-html><h2>The Mediation team\u2019s observation:<\/h2>\n<p>The claimant had previously subscribed to a \u201ctarif jaune\u201d contract with voltage greater than 36 kVA. He decides to switch to contract with voltage less than 36 kVA.<br \/>\nThe old meter was removed and a &#8220;tarif bleu&#8221; contract is drawn up for the new meter at the delivery point (meter address).<br \/>\nHowever, the old &#8221; tarif jaune&#8221; contract had not been terminated by the retailer, who is still billing the customer for the old contract and the old, non-existent meter.<br \/>\nThe redundant contract is only cancelled when the customer disputes the bill.<\/p>\n<h2>The Mediation team\u2019s proposed solution:<\/h2>\n<p>The retailer should have terminated the old &#8220;tarif jaune&#8221; contract as soon as the new &#8220;tarif bleu &#8221; contract was subscribed to, instead of billing the customer for several months for the old contract linked to the meter which was removed.<\/p>\n<p>The Mediation service considered that the retailer had failed in its duty to advise by not informing the claimant of the administrative need to formulate a written request to terminate the old contract when they subscribed to a new one.<\/p>\n<p>The Mediation service therefore suggested that the new contract be applied as soon as it came into service, and that the difference in price between the amount invoiced (with the old tariff) and the amount based on the newly agreed tariff be reimbursed.<\/p>\n<h2>Generic observation:<\/h2>\n<p>It sometimes happens that the retailer continues to bill customers based on an old contract and meter, even though the customer has subscribed to a new contract requiring a new meter at the same delivery point.<\/p>\n<h2>Generic solution:<\/h2>\n<p>The Mediation recommends that the retailer, in line with its duty to advise, informs the customer in advance about the need to submit a written request to terminate their old contract so that the new contract can be applied upon its activation, thereby avoiding continued billing based on an old contract and a removed meter. In case of oversight, it is the retailer&#8217;s responsibility to proceed with the contract termination.<\/p>\n<\/div>\n            <\/div>\n                    <\/div>\n    <\/div>\n<\/div>\n\n\n\n<div id=\"block_cd3678303e61b8f0b2775692a072175c\" class=\"cp-ai-questions teq-container nj-aura nj-aura--white relative\">\n        <div class=\"teq-grid top\">\n            <div class=\"col-span-12\">\n                <div class=\"flex justify-center mb-16 eva\">\n                    <svg width=\"55\" height=\"24\" viewBox=\"0 0 55 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n    <path\n        d=\"M40.8014 17.1059L38.5783 11.0303C38.4688 10.7608 38.3551 10.4408 38.2372 10.0703C38.1194 9.6998 38.0015 9.29981 37.8836 8.87035C37.7741 9.29981 37.6604 9.70401 37.5425 10.083C37.4246 10.4535 37.3109 10.7777 37.2015 11.0556L34.991 17.1059H40.8014ZM46.8012 24.0026H44.1739C43.8792 24.0026 43.6392 23.931 43.454 23.7879C43.2687 23.6363 43.1298 23.4511 43.0371 23.2321L41.6729 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y2=\"14.2134\"\n            gradientUnits=\"userSpaceOnUse\">\n            <stop offset=\"0.56\" stop-color=\"#007ACD\" \/>\n            <stop offset=\"0.82\" stop-color=\"#9261B7\" \/>\n        <\/linearGradient>\n        <linearGradient id=\"paint2_linear_93037_3967\" x1=\"-1.73922\" y1=\"14.2134\" x2=\"46.8912\" y2=\"14.2134\"\n            gradientUnits=\"userSpaceOnUse\">\n            <stop offset=\"0.56\" stop-color=\"#007ACD\" \/>\n            <stop offset=\"0.82\" stop-color=\"#9261B7\" \/>\n        <\/linearGradient>\n    <\/defs>\n<\/svg>                <\/div>\n                <h2 class=\"text-center nj-heading--xl leading-none font-bold\" data-trad data-trad-html>\n                    Find instantly <span class=\"h-0 hidden lg:flex\"><br \/><\/span>answers to your questions                <\/h2>\n            <\/div>\n            <div class=\"col-span-12 mt-24 lg:mt-32\">\n                <div class=\"flex flex-wrap justify-center gap-8\">\n                    <a href=\"#\" \n    data-eva data-preprompted=\"How does ENGIE ensure the safety of its installations?\" \n    class=\"flex w-full lg:w-fit border border-solid border-moderate px-[16px] py-[12px] nj-text--sm nj-color--primary no-underline eva-link justify-center text-center hover:bg-[rgba(0,40,70,0.1)] transition-colors duration-200\" data-trad>\n    How does ENGIE ensure the safety of its installations?<\/a><a href=\"#\" \n    data-eva data-preprompted=\"What is ENGIE?\" \n    class=\"flex w-full lg:w-fit border border-solid border-moderate px-[16px] py-[12px] nj-text--sm nj-color--primary no-underline eva-link justify-center text-center hover:bg-[rgba(0,40,70,0.1)] transition-colors duration-200\" data-trad>\n    What is ENGIE?<\/a><a href=\"#\" \n    data-eva data-preprompted=\"What investments does the Group plan for the coming years?\" \n    class=\"flex w-full lg:w-fit border border-solid border-moderate px-[16px] py-[12px] nj-text--sm nj-color--primary no-underline eva-link justify-center text-center hover:bg-[rgba(0,40,70,0.1)] transition-colors duration-200\" data-trad>\n    What investments does the Group plan for the coming years?<\/a><a href=\"#\" \n    data-eva data-preprompted=\"What percentage of ENGIE\u2019s share capital is public?\" \n    class=\"flex w-full lg:w-fit border border-solid border-moderate px-[16px] py-[12px] nj-text--sm nj-color--primary no-underline eva-link justify-center text-center hover:bg-[rgba(0,40,70,0.1)] transition-colors duration-200\" data-trad>\n    What percentage of ENGIE\u2019s share capital is public?<\/a><a href=\"#\" \n    data-eva data-preprompted=\"What is the organization of the Group\u2019s governance?\" \n    class=\"flex w-full lg:w-fit border border-solid border-moderate px-[16px] py-[12px] nj-text--sm nj-color--primary no-underline eva-link justify-center text-center hover:bg-[rgba(0,40,70,0.1)] transition-colors duration-200\" data-trad>\n    What is the organization of the Group\u2019s governance?<\/a><a href=\"#\" \n    data-eva data-preprompted=\"How does ENGIE balance economic performance and positive impact?\" \n    class=\"flex w-full lg:w-fit border border-solid border-moderate px-[16px] py-[12px] nj-text--sm nj-color--primary no-underline eva-link justify-center text-center hover:bg-[rgba(0,40,70,0.1)] transition-colors duration-200\" data-trad>\n    How does ENGIE balance economic performance and positive impact?<\/a><a href=\"#\" \n    data-eva data-preprompted=\"What role does ENGIE play in the energy transition?\" \n    class=\"flex w-full lg:w-fit border border-solid border-moderate px-[16px] py-[12px] nj-text--sm nj-color--primary no-underline eva-link justify-center text-center hover:bg-[rgba(0,40,70,0.1)] transition-colors duration-200\" data-trad>\n    What role does ENGIE play in the energy transition?<\/a>                <\/div>\n            <\/div>\n            <div class=\"col-span-12 flex justify-center place-items-center gap-4 mt-24 lg:mt-48\">\n                    <button data-eva=\"true\" type=\"button\" data-ask=\"true\" aria-haspopup=\"dialog\" class=\"nj-btn eva-btn nj-btn--lg w-full lg:w-auto\">\n    <span aria-hidden=\"true\" class=\"material-icons nj-icon-material nj-icon-material--inverse nj-btn--lg nj-icon-material--eva icon-white\">eva<\/span>\n    <span data-trad>Discover EVA<\/span>\n<\/button>            <\/div>\n        <\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Theme: ContractEntity concerned: Professional Clients DepartmentRecommendation: Inform customers who switch contracts but retain the same delivery point about the need to terminate their previous contract.Recommendation status: currently being<\/p>\n","protected":false},"author":16,"featured_media":0,"parent":19252,"menu_order":1,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"tags":[113],"formats":[92],"class_list":["post-19256","page","type-page","status-publish","hentry","tag-group"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Ombudsman Recommendation for Contract Termination - ENGIE<\/title>\n<meta name=\"description\" content=\"The Ombudsman recommends informing customers who switch contracts to terminate their previous one, avoiding billing issues with ENGIE.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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