EDF / 2019 Universal registration document

1. The Group, its strategy and activities Description of the Group’s activities

Features and services Alongside its supply offers, EDF helps domestic customers to achieve energy savings using " Mes Écos et Moi" digital solutions (available via the website customer space and the “EDF and Me” application) to track and understand their energy use. Customers who consult their energy use tracking tool more than 2-3 times a month can achieve savings of up to 12% on their bills  (1) . EDF, in partnership with AXA, offers a comprehensive range of support services, called " Solution Dépannage Confiance" with three rapid repair options applying to external electricity and gas installations ("electricity & gas" option), electricity, gas & water installations and plumbing/locksmith problems (home option) and equipment ("equipment" option). Also in partnership with AXA, EDF offers " Assurénergie" which allows customers to benefit from a flat rate reimbursement to enable them to pay their energy bills in the event of difficulties (loss of employment, inability to work, hospitalisation, invalidity or death). On 7 February 2019, EDF launched IZI by EDF, its new local services interface for domestic customers and small businesses. Nine city districts (Bordeaux, Lille, Lyon, Marseille, Nantes, Nice, Paris, Rennes, and Toulouse) have been covered right from the launch; over 300 services have been offered to customers, including emergency repair work, minor works, indoor renovations, boiler maintenance, solar power repairs, electric vehicle charging points, and connected remote monitoring services. EDF also assists customers engaged in energy renovation works through its network of Energy Savings Partners and its EDF Energy Bonus. As part of the “Coup de Pouce” (“helping hand”) scheme, launched by the French government in January 2019 EDF developed its “ Mon chauffage durable ” (“My sustainable heating”) offer, in which ageing heating systems are replaced by more efficient ones. This may involve replacing a legacy fossil fuel boiler (gas, fuel oil, ...) with a heat pump, or last-generation radiators with environmentally efficient models. For heat pumps, EDF goes further than the legislation, offering additional bonuses. If they so wish, households may also benefit from preferential rate financing, provided by EDF’s financial partner, covering entire cost of the project  (2) . Lastly, EDF is investing in open innovation with "EDF Pulse & You", a digital collaborative platform for co-construction with internet users and start-ups. Since its launch in March 2016, 8,000 Internet users have taken part in the development of innovative projects by testing new products and have made more than 100,000 contributions. Earning of energy savings certificates (CEE) EDF is of necessity an actor in energy savings certificate legislation, and encourages domestic customers to make energy savings, particularly by promoting home energy renovation through its Energy Savings Partners network (see section 1.5.2.1.2 “French Legislation: the Energy Code”). All residential customers who made energy efficiency alterations to their home qualify for a direct cash bonus from EDF by visiting www.prime-energie.edf.fr and providing the information and documents required. Solidarity policy Solidarity is a core value of EDF, which has been pursuing a policy dedicated to economically disadvantaged customers for close on 30 years (see section 3.3.1.1.3 “Energy poverty”). Business customers 1.4.2.2.1.2 EDF and business customers EDF Entreprises supports businesses and professionals so as to contribute to their energy performance, in particular by helping them reduce their energy bills and participate in the energy transition. This action is at the core of the EDF group’s strategy, which favours in particular the development of energy services.

EDF Entreprises’ products EDF Entreprises offers a range of competitive electricity and gas supply offers to companies and professionals, geared to each customer’s expectations and types of energy use. For small businesses and professionals, EDF Entreprises provides straightforward contracts combined with management services, enabling customers to focus on the business whilst optimising their energy supply. For those customers using more energy, contracts can be personalised (with specific durations and fixed or indexed prices) based on their expectations and budget forecasting capabilities. Lastly, EDF Entreprises is able to tailor solutions for the heaviest users depending on the structure of their consumption. EDF Entreprises structures its products to encourage its customers to optimise consumption according to generation costs by offering different prices at peak and 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 1.5.2.1.2 “French legislation: the Energy Code”). 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. EDF Entreprises’ certified teams assist their customers with the implementation of energy management systems (ISO 50001). EDF also works with its Business and Local Authority customers as they seek to engage directly in energy transition. Optimised solar power solutions for self-consumption of electricity may be offered, together with a range of related services, including financing, maintenance, supervision, and performance monitoring, in liaison with EDF ENR. 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 has made customer satisfaction a key priority for many years. In a rapidly changing environment, it has undertaken major changes to significantly and constantly improve Customer Experience and the quality of service provided. To achieve this, EDF Entreprises has implemented a customer attentiveness scheme covering every step of Customer Relations, thereby anticipating changes and expectations in terms of the supply of energy, services, information, and assistance. This policy resulted in a significant rise in overall satisfaction for all EDF Entreprises customer segments in 2017, stabilising in 2018 and 2019, with 90% of all customers reporting they were satisfied or highly satisfied.

(2) Subject to using one of EDF’s 3,000 Energy Savings Partners and examination and acceptance by EDF’s financial partners Domofinance. (1) Internal survey, EDF R&D.

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EDF | Universal registration document 2019