Since the implementation of the system in 2020, Claire Hédon has received nearly 500 complaints from users.
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The Defender of Rights pointed out, in a decision published on Monday 17 October, “serious recurring technical malfunctions” of the MaPrimeRénov’ public energy renovation aid scheme after receiving nearly 500 complaints. Set up in 2020 and led by the National Housing Agency (Anah), MaPrimeRénov’ aims to help low-income French people renovate their homes to reduce their energy consumption and greenhouse gas emissions.
But the online steps to obtain it are fraught with many malfunctions, underlines the independent authority headed by Claire Hédon, who specifies that he has received nearly 500 complaints in two years. First of all, there are recurring IT problems on the portal where users must create an account to complete their procedures. The absence of an alternative creates a “break of equality before the public service”warns the independent authority, which has already repeatedly denounced the excessive dematerialization of public services.
Some households that were unable to create an account and were unable to compile their file before starting their work saw their request refused on the grounds that it had been made too late. “Refusing the bonus to these applicants amounts to Anah sanctioning them for its own shortcomings”believes the Defender of Rights.
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Others were unable to add the necessary documents to their file, nor to modify an error in it, due to technical limitations, forcing them to continue their process despite the errors, and then to start from scratch or to appeal. The Defender of Rights also comes under the “extremely long processing times” cases opened in 2020 or 2021 and still unresolved.
In her recommendations to Anah, the Defender of Rights asks “definitively resolve the technical difficulties” denounced, of “reduce processing times for files facing difficulties”of“improve user information”to allow files to be opened other than online and to “regularize all requests for assistance that have not been successful due to difficulties attributable to the implementation of the system”. She also asks the agency to report to her within three months.