EDF / 2018 Reference document

PRESENTATION OF EDF GROUP Description of the Group's activities

off-peak hours and even summer and winter prices for heavier users during these times of year. EDF Entreprises offers all its customers across all its products the option to choose electricity from renewable sources to cover their consumption. For small and medium sized enterprises and professionals, it involves a specific offer, the renewable energy contract, which guarantees that 100% of their consumption will come from electricity generated from renewable energy sources and facilitates their communication with their own customers regarding their commitment. For larger customers, it involves an option that allows them to decide themselves what proportion of their consumption will come from guaranteed sources, between 20% and 100%. EDF Entreprises has a diversified range of products intended for all its electricity and gas customers, whether small companies or large industrial customers: online consumption monitoring, electronic invoices, assistance and troubleshooting, advice (optimisation of subscribed power, efficiency and reduction of energy expenses, etc.), in particular for customers who want to use an energy management system. EDF has put into place offers dedicated to large customers, not only with tailor-made electricity and gas supply offers and offers that reward customers that can shed load, but also support controlling their energy consumption and their CO 2 emissions as well as CO 2 trading for businesses subject to the national quota allocation plan (see section 1.5.6.1 “General regulations that are applicable to the environment, health, hygiene and safety”). Lastly, in order to assist its customers with the energy transition, EDF Entreprises gets involved into the promotion of eco-gestures by means of awareness-raising campaigns. In addition, EDF Entreprises carries out energy audits for its customers in order to help them better identify the possible energy savings. The EDF Entreprises’s certified teams assist their customers with the implementation of energy management systems (ISO 50001). EDF supports its Business and Local Authority customers achieve their objective to engage directly in energy transition through photovoltaic self-consumption solutions optimised based on their electricity needs, with a range of related services, such as financing, maintenance, supervision and performance monitoring. EDF also has new 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 is engaged in several pioneering operations in France. Customer satisfaction EDF Entreprises prioritises the satisfaction of its customers to whom it listens and whom it surveys every time they contact it both in terms of how offers match needs, the monitoring of requests and the information and advice offered. After a sharp increase of almost 10 points in 2017, average overall satisfaction across all segments of customers of EDF Entreprises is stable in 2018 at 89% of customers satisfied or very satisfied. EDF and regional authorities, social housing landlords, local distribution companies ELDs and public service providers Against the background of regional reform and the 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).

As an operator in a competitive sector, the EDF group is active for these customers in three areas: the supply of electricity and gas at market price, responding to their energy ■ problems (proposal of offers and solutions adapted to the needs described in calls for tender); the development of offers and services in terms of energy transition: local ■ climate plans, eco-districts, local generation, street lighting, electric mobility, energy efficiency of buildings, etc.; in addition, with respect to its public service missions, EDF is in charge of: ■ the conclusion of concessions agreements to supply electricity at the ■ regulated sales tariff, the supply of electricity at the regulated sales tariff, ■ the fight against energy poverty. ■ In 2018, overall satisfaction of EDF Collectivités customers is stable with 9 customers out of 10 satisfied or very satisfied. energy consumption with local authorities Agreements have been signed with local governments, covering the implementation of the energy transition in their regions. In addition, local authorities with the power to make decisions in the area of energy arrange specific actions in their region in matters concerning control of energy demand and renewable energies. A “Load Amount” device for social-housing lessors aims to improve the energy efficiency of social housing, and makes it possible for EDF to issue energy savings certificates. In 2018, more than 127,700 of which were for renovation work. EDF also offers CEE programmes for local authorities (e.g. TEPCV or “Watty à l’école”). For sustainable cities and regions 1.4.2.2.3 Cities and regions have to reconcile local appeal with responsible development. EDF supports those engaged in local development (local authorities, town and country planners, industrial promoters, etc.) to identify the different possible energy solutions and services taking into account the technical and economic characteristics of projects. EDF has developed a range of advisory services (Optim Range) to design a low-carbon neighbourhood, draw up a strategy for renovating a building stock based on an asset management strategy or to create an electrification plan for vehicle fleets or a plan for installing stations or renewable energies. Actions are also being implemented to control energy demand, some of which are part of the energy savings certificates (CEE) programmes. 45 Development Mangers are present across all regions so that EDF can better meet the needs of large cities, urban communities, medium sized cities, rural areas.” Customer data protection 1.4.2.2.4 The protection of data belonging to EDF customers is a major component of the Customer Department's action plan to secure assets/goods and information systems. Measures taken under the plan are presented every year to suppliers' governance bodies. Special attention is paid in particular to compliance with data processing regulations (General Data Protection Regulation - GDPR). In 2018, work was carried out to update the description of customer data processing, identify their Operational Data Controllers (ODC) and create a Committee to meet twice a year - the Data Protection Committee - bringing together the Data Controller and the ODCs. All Customer advisers of the Residential Customers market and the Corporate Customers market have been trained to deal with requests from customers regarding the exercise of their rights. Every year, an internal audit on the capacity of the information systems to securely host customer data is conducted. It ensures that only employees in charge of customer relations have access to customer data.

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EDF I Reference Document 2018