EDF / 2018 Reference document

ENVIRONMENTAL AND SOCIETAL INFORMATION – HUMAN RESOURCES EDF's Corporate Social Responsibility Goals

EDF group's voluntary schemes 3.2.3.2.2 France EDF in mainland France EDF has developed human and digital support to control its energy consumption and save energy. There are multiple digital solutions available to customers, such as: e.quilibre, EDF & MOI, Electriscore (see section 3.2.4.2.1 “Consumption ■ control”); the Prime Energie website offers financial assistance to carry out work to save ■ energy. This site offers significant assistance to customers in a situation of energy poverty. Through this scheme, EDF was involved in the “Coup de Pouce” initiative supported by the Ministry of Ecological and Solidarity Transition, which ended on 31 March 2018. All of the 5,000 EDF advisers are trained in Energy Support, through which they provide personalised advice on payment methods, ways to save energy, and help with the payment of bills. These advisers are mobilised to provide flexible solutions adapted to customers experiencing difficulties A series of personalised phone calls were made during the “winter truce” of 2017-2018 to customers who benefit from social energy tariffs and have outstanding bills to prevent these bills from piling up during the winter, and avoid an outage at the end of winter. In addition, the solidarity teams proactively contact customers experiencing payment difficulties to raise their awareness on controlling energy demand, offer support solutions and direct them to the relevant Social Services when necessary. At the same time, EDF reinforced its alert and monitoring methods (mailing, text campaigns, phone calls) of vulnerable customers disconnected or whose power was reduced at the beginning of winter, so that each of them could benefit from recovery before winter. In addition, close to 300 “dedicated solidarity experts” work directly with social workers to best support the most vulnerable customers. Every year, EDF renews the partnership forged with the UNCCAS (National Union of Municipal Centres for Social Action) in 2008, adapted at the departmental and communal level. Like EDF SEI, EDF deploys the PASS (Portal for Access to Solidarity Service), which makes exchanges with social workers more fluid. EDF has signed the “Team Pro Habiter Mieux [Pro Better Living Team]” charter, the objective of which is to strengthen the mobilisation of professionals in the fight against energy poverty and, in particular, the identification and information of disadvantaged households. These are social workers solicited by customers or to whom EDF refers customers (when they call Customer Relations Centres, with reminders of outstanding bills) who identify households. EDF partners with charities such as the Secours Catholique, Secours Populaire and the French Red Cross which it supports in their actions to fight energy poverty. In all, there are almost 450 active partnerships. At the regional and district level, EDF has developed modelling and simulation capabilities to identify areas of energy poverty and propose solutions and recommendations to alleviate this situation. In accordance with Article 28 of the law on energy transition for green growth, EDF is working on a solution for displaying consumption in real time, made available to vulnerable customers equipped with smart meters. EDF, EDF SEI (Island Energy Systems) and ES (Electricité de Strasbourg) distribute Demand Side Management (DSM) kits, which include LED lamps. Island Energy Systems EDF SEI continues to finance Demand Side Management vis-à-vis social-housing lessors (LED, thermal insulation programmes, etc.) and develop new offers in this area. EDF SEI is developing information and support initiatives such as: the MAGE programme in Reunion aims to provide individual and collective ■ support, over two years, to low-income households in public and private housing, to help them understand and control their water and energy

consumption, at the time of a change in context. To all participating persons supporting them, the programme provides a methodology and educational tools and measures to continuously assess the savings of these households; the SLIME programme in Reunion: these local intervention services for energy ■ management are programmes managed by local authorities that are intended to detect and assist households in situations of energy poverty. They are coordinated by the French energy transition network (CLER); like in France, EDF SEI sent reminders to former customers who had benefited ■ from the Basic Necessity Tariff (TPN) until 2017 to identify those who had received the energy voucher and had not yet used it; the “Watty at school” programme helps raise awareness about saving ■ electricity: it allows children to develop good habits and encourages their families to change their habits. Each student can become an “ambassador” of the eco-gestures learnt during the programme. Electricité de Strasbourg (ES) ES organises meetings with customers to explain bills and provide advice and eco-gestures. They are led by the Solidarity Correspondent and can take place in educational apartments or in local charitable non-profits, municipal centres for social action (CCAS), or the Territorial Union of Medico-Social Action (UTAMS). The ES Solidarity team responds to social workers by facilitating the payment of bills through payment schedules or deadlines. A personalised support initiative is in place and each customer experiencing difficulty benefits, in particular, from continuation of their power supply at the subscribed-to level and the time to take the necessary steps with the social services. ES (Electricité de Strasbourg) has also provided for specific communication relating to the use of the energy voucher. The Sowee (see section 3.2.4.2.1 “Sowee: connected home”) subsidiary of EDF manages the energy vouchers and enables better monitoring of customer budgets, by also providing tips for demand-side management on its website. Enedis Enedis (1) is developing initiatives as part of the Pimms certified Maison de Service Au Public (MSAP). They participate in the information and support of vulnerable populations in the areas of fuel poverty and access to rights: awareness workshops on eco-gestures, Linky workshops and digital training (e.g.: Pimms Melun has created the digital school), assisting customers in “pre-outage” situations in order to orient them towards solutions. In the UK EDF Energy is developing and strengthening its partnerships, for example with Plymouth Citizens Advice, which has been in existence for 10 years, adding a live chat channel that allows customers to make contact in a different way, which can help people who are struggling to talk about their situation. The partnership with Income Max and the EDF Energy Trust fund also continues to provide tailored support and information to indebted customers. EDF Energy collaborated with the charity MIND for mental health, but also launched a programme in 2018 to educate staff that would be in contact with vulnerable customers suffering from mental health problems. Finally, the relationship with the NGO Macmillan developed and materialised with the concrete support provided to people with cancer, including rate changes, and advice in terms of energy or payment schedules. In Belgium EDF Luminus offers the tool My Luminus, which allows customers to have an idea of their consumption habits and see where and how they can improve in order to consume less. In order to help customers who could be in difficulty and to avoid huge bills where possible, EDF Luminus makes it a point to warn its customers when their consumption is much higher than usual. EDF Luminus offers payment schedules. It participates in the energy poverty platform launched by the Roi Baudoin Foundation. The platform has played an active role with the legislator, and is now focusing on issues of payment default.

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Enedis is an independently managed subsidiary. (1)

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EDF I Reference Document 2018