The consumer Ombudsman for the ENGIE Group 2023 report
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The 2023 Consumer Ombudsmans report for the ENGIE GROUP
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The Ombudsman’s
ecosystem
CLAIMANTS
CUSTOMERS
(Individuals or companies)
- Request a mediation
LOCAL INTERMEDIARIES
(Consumer associations, lawyers, court
conciliators, local government mediators,
local authorities, legal assistance services
of insurance or banking groups).
- Encourage customers to pursue
mediation
REGULATORY
PLAYERS
CONSUMER
MEDIATION
ASSESSMENT
AND CONTROL
COMMISSION (CECMC)
- Assesses, approves and monitors
- Is informed via the annual report
EUROPEAN COMMISSION
AND THE FRENCH
GOVERNMENT
- Regulate and promote
the Mediation
The Ombudsman for the ENGIE Group operates within a
diverse ecosystem, collaborating with various stakeholders
to resolve disputes, of fer guidance to subsidiaries, advocate
for best practices, deliver training, and engage in ongoing
professional development.
OMBUDSMEN
MEDIATION
ASSOCIATIONS
(CMSP
1
, EEMG
2
)
- Engage in regular consultation
and knowledge exchange
- Share and promote best
practices
OMBUDSMEN IN
THE ENERGY SECTOR
(EDF Group Ombudsman, National Energy
Ombudsman)
- Handle specif ic cases within their
areas of expertise
- Contribute to the dissemination
of best practices
ENGIE ENERGY
STAKEHOLDERS
SUPPLIERS AND
DISTRIBUTORS
- ENGIE Group energy suppliers
- Energy distributors (GRDF, ENEDIS)
- Suppliers of energy-related services
of the ENGIE Group
- Provide insights and information
on dispute resolution
Benef it from guidance on
improvement strategies
OTHER EUROPEAN
SUBSIDIARIES OF
THE ENGIE GROUP
Receive guidance on the value
of local mediation initiatives and
support for enhancing sales and
customer relationship processes
1 Club of public services Mediators 2 European Energy Mediators Group 3 Institut de la gestion
publique et du développement économique 4 Conservatoire national des arts et métiers
5 Centre denseignement des modes amiables
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
TRAINING
LAW FACULTIES, IGPDE, ENM,
ENGIE DEPARTMENTS
Are trained and informed by
the Ombudsman
TRAINING ORGANISATIONS
IGPDE
3
CNAM
4
CMSP
1
CEMA
5
Train the Mediation team
3
Find out more
about this
ecosystem