2023 report - The consumer

The consumer Ombudsman for the ENGIE Group 2023 report

FACING UP TO / 2023, AN UNPRECEDENTED CRISIS FACING UP TO / 2023, AN UNPRECEDENTED CRISIS

2023,

2023: the Ombudsman for the ENGIE

Group feels the full impact of the crisis

As a reminder, the Ombudsman steps in after ENGIE’s customer

and consumer services handle cases.

Issues arising from contract renewals in

2022 started around April, coinciding with a

period of substantial energy price hikes.

Consequently, disputes f looded the Ombudsman’s of f ice from

October 2022 onwards (refer to the 2022 annual report). More-

over, the Ombudsman noted an increasing number of “non-re-

sponses” within two months from ENGIE’s customer services,

which were also overwhelmed during this crisis period.

An unprecedented crisis

for consumers

This is the f irst time that consumers have faced such a cri-

sis af fecting the electricity and gas tarif fs used for their

homes. This unprecedented situation raises questions about

energy contract management:

• Prior to 2022, high bills were typically linked to normal or ab-

normal increases in consumption. However, since 2022, they

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.

have been solely attributed to the surge in energy prices. With

signif icant price volatility, it is becoming crucial for consumers

to regularly compare available of fers on the market.

• Monthly payments used to remain stable before 2022, as pric-

es only experienced minor f luctuations (aligned with regulated

tarif fs) and consumption levels stayed consistent from year

to year. Monthly payments were adjusted based on the pace

of annualized bills rather than contracts. However, in 2022,

this scheduling led to misunderstandings between price f luc-

tuations and the stability of monthly payments, sometimes

resulting in issues of consumer consent.

• The assurances provided by the French government, prom-

ising that the price cap would mitigate energy price hikes,

were perceived by many consumers as an absolute safeguard

against energy price surges. This perception likely diminished

the perceived need to compare of fers before committing to

a new contract.

• The complexity of understanding their of fers has further com-

plicated the situation for consumers: regulated of fers, market

of fers, whether indexed to regulated tarif fs or not, the disap-

pearance of the regulated gas tarif f, and the continuation of

the regulated electricity tarif f at EDF only, etc.

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

• Since February 2022, based on the new

tarif f conditions of the contract, we es-

timate the client’s annual bill and of fer

them an adjustment to their monthly

payment (upwards or downwards) if

necessary to avoid signif icant reconcil-

iations.

Throughout the year using our My

Alert service we monitor customers

consumption and notify them when we

detect that their monthly payment may

not cover the estimated annual bill

Despite these various preventive meas

ures a small number of customers may

end up with a high adjustment bill for

example if they refuse to increase their

monthly payment or have dif f iculty pay

ing it In such cases we identify these

situations before sending the bill and

contact our customers before the due

date If they so wish we offer them a

suitable payment plan

• We have set up a dedicated team to han-

dle customer queries regarding contract

renewals (tel: 09 36 62 10 00).

• Additionally, we have established a spe-

cial unit to address specif ic cases. This

includes cull the measures mentioned

above (tel: 01 41 88 90 84).

Our specialised advisors

assist ENGIE customers

ef fectively and with

empathy

Finally if a case is referred to the Ombuds

man ENGIE complies with the Ombuds

mans recommendations in 100 of cases

In 2023 we pressed on with our ef forts

to enhance customer support introduc

ing three key measures

Continuing and bolstering the system for

adjusting monthly payments to ref lect

price changes or shifts in consumption

• Enhancing our personalised assistance

for customers facing high adjustment

bills or payment challenges.

• Evolving our renewal letters to provide

clearer guidance on potential price in-

creases (gradually implemented since

December to outline tariff conditions

both before and after the contracts end

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