The consumer Ombudsman for the ENGIE Group 2023 report
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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