In its annual report, the French energy ombudsman (Médiateur de l’énergie) has given a “red card” to Engie, ENI, Ohm Énergie and Wekiwi for deliberately underestimating their monthly energy costs. This practice, aimed at enticing consumers with apparently competitive prices, can lead to exorbitant regularization bills. The Mediation officer notes a considerable increase in price change disputes in 2023. He estimates that the jump was 74% on the previous year.
Canvassing and transparency
Wekiwii is singled out in particular for its “recurrent bad practices”, receiving a red card for the second year running. The accusations relate to abusive canvassing and complex offers that are difficult for the average consumer to understand. With 612 complaints per 100,000 contracts in 2023, Wekiwi has a complaint rate 15 times higher than the average.
Enedis’ role in customer complaints
The Mediation officer has criticized Enedis for its poor handling of customer complaints, affecting electricity quality and connections. He has reported these problems to the Direction Générale de la Concurrence, de la Consommation et de la Répression des Fraudes. A problem that has already arisen with other groups.
Call for legislative action
Faced with these challenges, Olivier Challan Belval, the French National Energy Ombudsman, has urged the French Parliament to adopt legislative measures strengthening energy consumer protection before the end of 2024. The Mediation officer has also promoted the use of an online offer comparator to help consumers choose their suppliers more effectively.
The practices of energy suppliers in France have raised important questions about ethics and transparency. Wekiwi and Enedis in particular. The Energy Ombudsman’s report highlights the urgent need to strengthen legislation to better protect consumers.
