The consumer Ombudsman for the ENGIE Group 2023 report

16

A f lexible approach

for an amicable settlement

Here are the steps taken by the Consumer Ombudsman

in handling a request eligible for mediation.

Throughout this process

the Ombudsman reminds

the parties that they are

free to withdraw from the

mediation at any time

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6

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7

Satisfaction survey

The Ombudsman conducts a satisfaction

survey among claimants following the

handling of their request to enable

the Mediation team to improve the

ef fectiveness of its process

Formulation of the solution

The Ombudsman formalises the proposed

mediation solution in writing.

He informs each party of the other party’s

decision to accept or reject the proposal

and the implications of the solution. Only

the parties decide whether to accept the

proposal or not; the Ombudsman never

decides.

Finally, he ensures the implementation

of the solution.

Assigning the

request

The request is assigned

to a Mediation of f icer in

the Ombudsman’s team.

Making contact

The mediation of f icer then contacts the parties

involved. For claimants, this stage is almost

always carried out by telephone; for parties

within the company, by e-mail, then by telephone

depending on the complexity of the case.

The goal is to conf irm entry into mediation while

reinforcing the principles and values upheld

by the Consumer Ombudsman for the ENGIE

Group. This phase concludes with a conf irmation

letter sent to both the claimant and the relevant

professional(s) within ENGIE.

Presentation of the solution

The solution proposed by the Ombudsman is

presented to the parties, who decide whether

to accept it or not. These discussions may

lead to adjustments to the proposal to reach

a solution acceptable to both parties.

If necessary, the Ombudsman sets a deadline

for accepting or rejecting the solution. The

average deadline is f ifteen days, but it can

be extended to facilitate reaching a mutually

agreeable solution.

Request for information

The mediation of f icer requests each party

to provide the necessary information for

the Ombudsman’s comprehensive and

independent analysis. Upon request from

either party, the of f icer may disclose all or

part of the case.

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Analysis of the situation

The mediation of f icer submits their

analysis of the situation to the

Ombudsman. The Ombudsman then

proposes one or more solutions

to the dispute within a maximum

of 90 days. However, if the case is

complex, this timeframe may be

extended. The Ombudsman informs

the parties accordingly.

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FACING UP TO

2023,

AN UNPRECEDENTED

CRISIS

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