2023 report - The consumer

The consumer Ombudsman for the ENGIE Group 2023 report

FACING UP TO / 2023, AN UNPRECEDENTED CRISIS/,

2023,

2023: the Ombudsman for the ENGIE

Group feels the full impact of the crisis

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2023: Crisis repercussions

Conversely, 2023 posed unprecedented challenges follow-

ing the energy crisis of 2022:

• The number of mediations doubled.

• Despite fair and equitable proposals, there was a decrease in

solution acceptance due to f inancial hardships resulting from

soaring energy prices and general inf lation.

• A signif icant rise in claims from professionals was observed.

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In this context the consumer service

has maintained its processing times

by training new employees relying on

advisors from the customer service

department streamlining processes

and benef iting from the support of the

legal team

For all individual customers within EN

GIE DGP we have introduced a range

of measures to inform and assist them

during challenging situations

We proactively notify our customers of

any changes to tarif f conditions at least

one month before their contract expires

We emphasise their freedom to cancel at

any time and without charge if the new

conditions are not suitable

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Alexandre Simart

DGP - Head of Internal Customer

Customer Relations Centres

PRACTICAL MEASURES

FOR A STRENGTHENED

CUSTOMER SERVICE

A WORD FROM

ENGIE’S CONSUMER DIVISION (DGP)

In 2022, the Ombudsman for the ENGIE Group saw record-

breaking performance. We witnessed a decline in claims and,

for the f irst time since 2014, a drop in mediations involving

consumers, all while maintaining a 90% agreement rate on

Ombudsman proposals.

At ENGIE DGP, we have applied price caps to all our eligible

energy of fers, following the conditions set by the authorities.

Like all energy suppliers, ENGIE has experienced high levels

of account adjustments and some cases have resulted in an

increase in complaints in 2023