Since 2014 JeanPierre Hervé has served as the Consumer

Ombudsman for the ENGIE Group

He was among the f irst independent ombudsmen listed in

February 2016 as a Consumer Ombudsman

for a f iveyear term a mandate renewed by the State

Commission in February 2021 With expertise in mediation

consumer af fairs energy and energy ef f iciency

he dedicates his independent knowledge to assisting

all applicants and stakeholders including consumer

associations institutions and legal services

A look back at 2023

with Jean-Pierre Hervé,

Ombudsman for the ENGIE Group

“Seeking fairness:

a guiding principle and

a challenge amidst the

energy crisis

J.-P. H. : The Mediation team faced an unprecedented cri-

sis scenario: a doubling of mediation cases and a signif icant

surge in complaints, including a record number from claim-

ants who had terminated their contracts! To address these

new challenges, we adapted and restructured our organisa-

tion. I want to extend my heartfelt gratitude to my team for

their dedication, commitment, and professionalism during this

demanding period.

The surge in complaints mainly af fected ENGIE’s Consum-

er Division (individual customers), linked to the sharp rise in

prices experienced by consumers in 2022. Additionally, there

was an increase in complaints related to Energy Saving Cer-

tif icates (EEC), as the crisis prompted consumers to invest

in energy ef f iciency. For ENGIE Home Services (EHS), after

a successful year in 2022 regarding complaint handling, the

number of complaints in 2023 increased by 1.6 times, and the

number of mediations by 2.4 times.

It’s worth noting that complaints from businesses also saw a

signif icant uptick due to expanded admissibility rules.

Furthermore, nearly 30% of complaints could have been re-

solved through mediation if ENGIE subsidiaries had adhered

to the complaint management process properly.

“In response to the crisis, the

Mediation team has adapted and

reviewed its organisation.”

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J.-P. H. : In the energy sector, issues arose from a mix of

factors. Firstly, consumers received reassuring messages

about the government’s protective tarif f shield, which, in real-

ity, did not apply universally each year. Consequently, house-

holds may have been less diligent in critically assessing their

energy contract renewals in 2022 especially during such chal

lenging times

From the suppliers perspective there was a signif icant shift

in approach Previously complaint management focused on

consumption analysis as stable prices meant consumption was

the main factor behind bill increases However this changed to

a scenario where price f luctuations played a key role renew

al notices lacked clarity there were challenges in encouraging

consumers to compare options and managing instalments was

tied to bill adjustment rather than contract renewal

Concerning EEC consumers often struggled to adhere to the

precise yet rigid processes mandated by the government

mainly due to concerns about potential fraud Meanwhile

organizational changes at EHS disrupted established quality

procedures

In the midst of the energy crisis

that shook France and Europe,

what were the developments

for Mediation in 2023?

?

What types of issues

did you deal with?

?

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