Universal Registration Document 2022

EDF’s offers

EDF proposes straightforward electricity and gas supply contracts, combined with management services and advice on eco-habits. For those customers who use more energy, contracts can be personalised (with specific durations and fixed or indexed prices), based on their expectations and budget forecasting capabilities. In addition, EDF provides support to customers with the highest consumption levels by means of personalised offers and rewards for customers who can shed load.

Through the solutions it proposes, EDF encourages its customers to optimise their consumption and to shift it to times when there is less strain on the grid. It offers, for example, a distinction between peak and off-peak prices, or between summer and winter prices. For its business customers, EDF also offers an innovative solution for professionals, with low prices during evenings after 8pm, as well as at weekends, and on public holidays.

EDF has an enhanced range of solutions and services for all electricity and gas customers, and for large and small businesses. These take the form, for example, of online consultation of consumptions, paperless bills, breakdown assistance and advice (participation in energy sobriety, optimisation of the contract power, energy audits and advice, assistance with implementing ISO 50001 certification, etc.). These offers are aimed in particular at customers who wish to commit to an energy management system.

In addition, EDF offers electrical engineering services, in order to ensure the safety of its customers’ interior electrical installations.

EDF has introduced solutions that provide support to customers in optimising their bills, achieving energy efficiency and attaining their carbon reduction goals. In particular:

• EDF offers all its customers, for all its products, an option which guarantees that an amount of renewable energy generation that corresponds to their consumption will be injected into the grid. EDF facilitates communication with its customers regarding their commitment to the energy transition;
• with its subsidiary Agregio, EDF develops PPA-type (Power Purchase Agreement) solutions for its major customers using facilities that generate renewable-origin electricity;
• EDF proposes optimised solar power solutions for self-consumption of electricity based on needs, together with a range of related services, including financing, maintenance, supervision, and performance monitoring, in liaison with its subsidiary EDF ENR. EDF also has offers for its self-consuming customers to complement their electricity supply tailored to their profile, whereby they can maximise their savings from self-generation and, where necessary, manage their consumption. EDF is also innovating by experimenting with services and technical systems aimed to facilitate the organisation and management of collective self-consumption operations;

EDF supports its customers in their electric mobility projects in liaison with its subsidiary IZIVIA. It offers advice on sizing electric charging station facilities and associated services. EDF has also developed partnerships with automotive manufacturers and leaders in the automotive sector.

Earning of energy savings certificates (CEE)

EDF encourages its industrial, services and local authority customers to achieve energy savings by carrying out work:

• on energy efficiency and carbon reduction for industrial processes;
• on retrofit, insulation or management energy systems in collective and tertiary premises.

EDF participates in combating fuel poverty by supporting social landlords to retrofit housing and raise awareness of eco-habits among tenants.

Moreover, by funding CEE programmes, EDF participates in the following, in particular:

• raising awareness among young people of the ecological transition and eco- mobility;
• providing information and training, and contributing to the development of innovation in order to manage energy demand from industrial operators or SMEs.

EDF also contributes through subsidy funds for energy retrofits ⁽¹⁾.

Customer satisfaction

EDF has made customer satisfaction a key priority for many years. In a rapidly changing environment, EDF has undertaken major changes to significantly and constantly improve Customer Experience and the quality of service provided.

Satisfaction measurement systems have been implemented at various stages of the relationship with customers, but also with customers who have not contacted EDF. The aim is to measure their expectations in the fields of energy supply services, information and support, in order to set up action plans when necessary. These initiatives led to a significant increase in customer satisfaction in virtually all the segments over the last five years.

EDF and regional authorities, social housing landlords, local distribution companies (LDCs) and public service providers

Regarding energy transition, EDF offers customised solutions for local authorities and public institutions with decentralised decision-making powers (hospitals, universities and major graduate schools, chambers of commerce and industry, CROUS student service centres, ports and airports). The EDF group is also active in the following areas:

• the supply of electricity and gas at market prices, in response to their energy problems;
• the development of offers and services in the field of energy transition; local climate plans, eco-districts, local generation, road lighting, electric mobility, energy efficiency of buildings, etc.;
• in addition, with respect to its public service missions, EDF is in charge of:
  • entering into concession agreements to supply electricity at the regulated sales tariff,
  • the supply of electricity at the regulated sales tariff,
  • the fight against energy poverty.

Overall satisfaction of customers in 2022 remains high with more than 9 customers out of 10 satisfied or very satisfied.

Concerning control over energy consumptions, agreements have been signed with regional authorities. They aim to provide support to these authorities in taking specific initiatives in the fields of energy transition and renewable energies. A support system for social housing landlords aims to improve the energy efficiency of social housing, and makes it possible for EDF to issue energy savings certificates. In 2022, 232,071 social housing homes received assistance for energy retrofits.

1.4.2.2.2 For sustainable cities and regions

Cities and regions have to reconcile local appeal with responsible development. The EDF group addresses the needs of local development stakeholders by identifying the various energy solutions and services available in the light of projects’ technical and economic characteristics. The aim is to assist them with the energy transition and to reduce the carbon intensity of their habits. Forty-five Development Managers are present across all regions. The aim is for EDF to provide a better response to the needs of large cities, urban communities, medium-sized cities and rural areas.

EDF has developed a range of consultancy offerings with a view to:

• designing low-carbon neighbourhoods;
• developing housing retrofit strategies based on an asset strategy;
• vehicle fleet electrification, and charging station location plans with its subsidiary IZIVIA; and
• installing solar panels with its subsidiary EDF ENR or other partners.

1.4.2.2.3 Customer data protection

Specific attention is paid to the protection of EDF customers’ data, and more generally to the protection of its information assets. Its goal is, in particular, the compliance of the processing of personal data with the General Data Protection Regulation (GDPR). Regular audits are carried out each year on the asset protection aspect, as well as on the information systems security aspect.