The Energy Mediator has received “several hundred” complaints from customers.
Primagaz is under pressure: the liquefied petroleum gas (LPG) supplier has been the subject of referrals from “several hundred” customers “penalized by the change in the company's information system”.
“Since the fall of 2023, customers of the liquefied petroleum gas (LPG) supplier Primagaz have been penalized by the change in the company's information system,” summarizes the mediator in a press release published on its site.
He indicates that “several hundred customers have appealed to the national energy mediator due to a dispute with their supplier, and their difficulties in contacting the company's customer service to resolve it”.
The mediator cites: “delivery difficulties initially, failure to activate or terminate contracts, unregistered meters, absence of invoices, blocking of direct debits, inaccessible customer area, incomprehensible or excessive invoices, non-reimbursement of overpayments perceived…”.
“Given the seriousness of the situation, which continues without notable improvement, Olivier Challan Belval (the energy mediator) sent a letter on October 28, 2024 to the chairman and CEO of Primagaz, Jan Schouwenaar, to solemnly ask him to take the necessary measures and properly compensate its injured customers,” the press release said.
Payments before the end of the year
He indicates that in his response dated November 12, Mr. Schouwenaar “regrets the bad experience experienced by his customers in recent months, ensures that the Primagaz teams are mobilized to restore quality service, while regretting that the national energy mediator does not take into consideration the company's difficulties, and in particular “the significant financial impact” on the company caused by invoicing delays”, it is reported.
“Considering that Primagaz does not take the fair measures that its customers are entitled to expect to be restored to their rights”, the mediator “asks the management of Primagaz to strengthen the means implemented so that all billing problems of its customers are paid before the end of the year, that they are compensated for their losses, and that payment facilities are granted to them when they need them.
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