The consumer Ombudsman for the ENGIE Group 2023 report
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The Ombudsman’s resources
In 2023, the budget for the Consumer Mediation section was €0.95 million.
Here are the main items of expenditure.
The workforce had to be increased this year due to
the inf lux of requests and mediations to be handled.
While processing times have extended, local mediations
have been upheld to of fer as much educational support
as possible and to address the numerous queries from
applicants, particularly regarding price hikes and the
government’s tarif f shield measures. At the same time,
there was a decrease in the workforce budget resulting
from the transfer to the ENGIE Group HR department of
the budget of an employee who took early retirement.
Technical and cybersecurity enhancements of the
Mediation tools (CRM, mediateur-engie.com website)
have been pursued with two key projects. The f irst in-
volves developing a new form that enables users to sub-
mit their claims directly from their smartphone by scan-
ning the required documents using the device’s camera.
This project was undertaken in collaboration with volun-
tary consumer associations. The second project entails
an audit of the website’s search engine optimisation,
with the recommendations set to be implemented in
2024.
An increasing proportion of resources has been directed
towards mediations involving small and medium-sized
enterprises during the 2022 energy crisis.
Labour and related costs salaries
temporary staf f travel expenses
training etc 07m
Team running costs rent IT
telephones supplies postage and
photocopying etc 015m
Projects regulatory activities and
training activity report website
hosting and development CRM
maintenance and development
consumer association meetings
regulatory training etc 01m
0,95
TOTAL MEDIATION
TEAM BUDGET
CONSUMER
MEDIATION SHARE
015
TEAM
RUNNING COSTS
Mediation budget
(in € million)
0,1
PROJECTS,
REGULATORY
ACTIVITIES AND
TRAINING
0,7
LABOUR AND
RELATED COSTS
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