La CNMC encourage l\u2019\u00e9tablissement de crit\u00e8res objectifs pour \u00e9valuer la qualit\u00e9 des partenaires commerciaux des fournisseurs d\u2019\u00e9lectricit\u00e9 - GAVELS ABOGADOS<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/gavelsabogados.com\/la-cnmc-impulsa-el-establecimiento-de-criterios-objetivos-para-evaluar-la-calidad-de-los-colaboradores-comerciales-de-las-comercializadoras-de-electricidad\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"La CNMC encourage l\u2019\u00e9tablissement de crit\u00e8res objectifs pour \u00e9valuer la qualit\u00e9 des partenaires commerciaux des fournisseurs d\u2019\u00e9lectricit\u00e9 - GAVELS ABOGADOS\" \/>\n<meta property=\"og:description\" content=\"La Commission Nationale des March\u00e9s et de la Concurrence (CNMC) a publi\u00e9, le 9 janvier 2025, le \u00ab\u00a0Rapport de surveillance des forces de vente des fournisseurs d\u2019\u00e9lectricit\u00e9 et de gaz\u00a0\u00bb (R\u00e9f. 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{"id":3750,"date":"2025-04-25T12:04:52","date_gmt":"2025-04-25T10:04:52","guid":{"rendered":"https:\/\/gavelsabogados.com\/?p=3750"},"modified":"2025-04-25T12:07:14","modified_gmt":"2025-04-25T10:07:14","slug":"la-cnmc-encourage-letablissement-de-criteres-objectifs-pour-evaluer-la-qualite-des-partenaires-commerciaux-des-fournisseurs-delectricite","status":"publish","type":"post","link":"https:\/\/gavelsabogados.com\/fr\/la-cnmc-encourage-letablissement-de-criteres-objectifs-pour-evaluer-la-qualite-des-partenaires-commerciaux-des-fournisseurs-delectricite\/","title":{"rendered":"La CNMC encourage l\u2019\u00e9tablissement de crit\u00e8res objectifs pour \u00e9valuer la qualit\u00e9 des partenaires commerciaux des fournisseurs d\u2019\u00e9lectricit\u00e9"},"content":{"rendered":"

La Commission Nationale des March\u00e9s et de la Concurrence (CNMC) a publi\u00e9, le 9 janvier 2025, le <\/span>\u00ab\u00a0Rapport de surveillance des forces de vente des fournisseurs d\u2019\u00e9lectricit\u00e9 et de gaz\u00a0\u00bb<\/i><\/span> (R\u00e9f. IS\/DE\/034\/24) (ci-apr\u00e8s, le \u00ab\u00a0<\/span>Rapport<\/b><\/span>\u00a0\u00bb). Le Rapport analyse en profondeur les m\u00e9canismes que les fournisseurs utilisent pour superviser leurs forces de vente, en particulier les collaborateurs externes.<\/span><\/p>\n

La CNMC rappelle que les fournisseurs sont responsables des pratiques commerciales mises en \u0153uvre par leurs agents de vente, qu\u2019ils soient internes ou externes. En cons\u00e9quence, elle consid\u00e8re indispensable une supervision rigoureuse de ces agents ainsi que la mise en place de m\u00e9canismes efficaces pour pr\u00e9venir les pratiques abusives ou trompeuses.<\/span><\/p>\n

L\u2019un des \u00e9l\u00e9ments les plus significatifs du Rapport r\u00e9side dans la proposition de param\u00e8tres objectifs permettant d\u2019\u00e9valuer la qualit\u00e9 des partenaires commerciaux. La pr\u00e9sence de l\u2019un de ces param\u00e8tres peut constituer un indicateur direct de possibles manquements aux normes de qualit\u00e9 et de l\u00e9galit\u00e9. En particulier, le Rapport de la CNMC met notamment en avant les param\u00e8tres suivants :<\/span><\/p>\n

\n
\n
R\u00e9clamations de clients<\/b><\/span> : qu\u2019elles soient pr\u00e9sent\u00e9es directement par les clients ou par des organismes publics ou des associations de consommateurs. Un volume \u00e9lev\u00e9 de r\u00e9clamations peut r\u00e9v\u00e9ler une insatisfaction g\u00e9n\u00e9ralis\u00e9e ou indiquer d\u2019\u00e9ventuels manquements \u00e0 la r\u00e9glementation en vigueur.<\/span><\/p>\n<\/li>\n
\n
Taux de r\u00e9tractation<\/b><\/span> : nombre de r\u00e9tractations de contrats dans le d\u00e9lai l\u00e9gal de 14 jours suivant la signature, conform\u00e9ment \u00e0 la r\u00e9glementation.<\/span><\/p>\n<\/li>\n
\n
R\u00e9siliations anticip\u00e9es de contrats<\/b><\/span> : annulations de contrats avant l\u2019\u00e9ch\u00e9ance convenue, ce qui peut refl\u00e9ter une insatisfaction ou une souscription d\u00e9faillante.<\/span><\/p>\n<\/li>\n
\n
Incidents de non-paiement<\/b><\/span> : pouvant r\u00e9v\u00e9ler une qualification insuffisante lors de la prospection, notamment en cas d\u2019\u00e9valuation inad\u00e9quate du profil du client.<\/span><\/p>\n<\/li>\n
\n
Contrats non valid\u00e9s ou rejet\u00e9s<\/b><\/span> : soit en raison d\u2019erreurs documentaires, soit \u00e0 cause du non-respect des exigences minimales.<\/span><\/p>\n<\/li>\n<\/ul>\n
Selon la CNMC, ces indicateurs doivent \u00eatre quantifi\u00e9s, assortis de seuils de tol\u00e9rance maximaux, et li\u00e9s \u00e0 des cons\u00e9quences contractuelles claires. L\u2019objectif poursuivi n\u2019est pas uniquement correctif, mais \u00e9galement pr\u00e9ventif et p\u00e9dagogique, en permettant de d\u00e9tecter des sch\u00e9mas de risque avant qu\u2019ils ne causent un pr\u00e9judice aux consommateurs.<\/span><\/p>\n
Par ailleurs, la CNMC recommande la r\u00e9alisation d\u2019audits de qualit\u00e9 en tant qu\u2019outil compl\u00e9mentaire de supervision de l\u2019activit\u00e9 commerciale. Ces audits peuvent comprendre des contr\u00f4les p\u00e9riodiques du processus de vente \u2014 en pr\u00e9sentiel, par t\u00e9l\u00e9phone ou en ligne \u2014 par l\u2019analyse d\u2019enregistrements, des enqu\u00eates de satisfaction, l\u2019examen de documents contractuels ou le recours au client myst\u00e8re. Bien qu\u2019ils ne soient pas consid\u00e9r\u00e9s comme des param\u00e8tres en tant que tels, ces audits sont essentiels pour identifier et corriger d\u2019\u00e9ventuels \u00e9carts dans le comportement des agents commerciaux.<\/span><\/p>\n
En parall\u00e8le, le Rapport souligne la n\u00e9cessit\u00e9 d\u2019une supervision r\u00e9elle et non simplement formelle. Conform\u00e9ment au Rapport, il ne suffit pas d\u2019inclure des clauses contractuelles interdisant les pratiques trompeuses, mais il est indispensable de mettre en \u0153uvre des protocoles internes efficaces permettant de d\u00e9tecter et de corriger les \u00e9carts de comportement dans le r\u00e9seau commercial.<\/span><\/p>\n
En effet, l\u2019une des principales faiblesses d\u00e9tect\u00e9es dans la supervision des agents commerciaux r\u00e9side dans le manque de tra\u00e7abilit\u00e9 des contrats conclus par t\u00e9l\u00e9phone, canal pr\u00e9dominant chez de nombreux fournisseurs. La CNMC r\u00e9it\u00e8re, \u00e1 cet \u00e9gard, sa proposition r\u00e9glementaire visant \u00e0 rendre obligatoire l\u2019enregistrement complet de tous les appels commerciaux \u2014 d\u00e8s le premier contact \u2014 en tant que seule preuve valable du consentement \u00e9clair\u00e9 du consommateur.<\/span><\/p>\n
En conclusion, le Rapport \u00e9tablit l\u2019\u00e9valuation objective et continue des partenaires commerciaux comme un outil essentiel pour garantir la transparence et l\u2019int\u00e9grit\u00e9 du processus de prospection. Le renforcement de ces syst\u00e8mes r\u00e9duit non seulement les risques r\u00e9glementaires et r\u00e9putationnels pour les entreprises, mais contribue \u00e9galement \u00e0 consolider un mod\u00e8le de commercialisation plus \u00e9quitable, professionnel et align\u00e9 avec les droits du consommateur d\u2019\u00e9nergie.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"
La Commission Nationale des March\u00e9s et de la Concurrence (CNMC) a publi\u00e9, le 9 janvier 2025, le \u00ab\u00a0Rapport de surveillance des forces de vente des fournisseurs d\u2019\u00e9lectricit\u00e9 et de gaz\u00a0\u00bb (R\u00e9f. IS\/DE\/034\/24) (ci-apr\u00e8s, le \u00ab\u00a0Rapport\u00a0\u00bb). Le Rapport analyse en profondeur les m\u00e9canismes que les fournisseurs utilisent pour superviser leurs forces de vente, en particulier les […]<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[34,92,56],"tags":[],"class_list":["post-3750","post","type-post","status-publish","format-standard","hentry","category-actualidad-juridica","category-actualites-juridiques","category-droit-energies-renouvelables"],"yoast_head":"\nLa CNMC encourage l\u2019\u00e9tablissement de crit\u00e8res objectifs pour \u00e9valuer la qualit\u00e9 des partenaires commerciaux des fournisseurs d\u2019\u00e9lectricit\u00e9 - GAVELS ABOGADOS<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/gavelsabogados.com\/la-cnmc-impulsa-el-establecimiento-de-criterios-objetivos-para-evaluar-la-calidad-de-los-colaboradores-comerciales-de-las-comercializadoras-de-electricidad\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"La CNMC encourage l\u2019\u00e9tablissement de crit\u00e8res objectifs pour \u00e9valuer la qualit\u00e9 des partenaires commerciaux des fournisseurs d\u2019\u00e9lectricit\u00e9 - GAVELS ABOGADOS\" \/>\n<meta property=\"og:description\" content=\"La Commission Nationale des March\u00e9s et de la Concurrence (CNMC) a publi\u00e9, le 9 janvier 2025, le \u00ab\u00a0Rapport de surveillance des forces de vente des fournisseurs d\u2019\u00e9lectricit\u00e9 et de gaz\u00a0\u00bb (R\u00e9f. 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