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