The consumer Ombudsman for the ENGIE Group 2023 report
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/TAKING ACTION / MEDIATION ACTIVITY IN 2023
Excellent results
despite an unprecedented
surge in disputes!
Here is a review of the 2023 activity report of the Ombudsman
for the ENGIE Group, who managed to uphold quality and close
engagement amidst an unparalleled energy crisis.
When the independent Consumer Ombudsman for the ENGIE
Group receives a request for mediation, the f irst step is to
ensure it falls within his purview.
It is crucial to note that the Ombudsman operates in line with
the provisions of the Consumer Code (article L.616-2), while also
honouring the contractual terms between ENGIE and its cus-
tomers, in scenarios where:
• customer services (level 1) and national consumer services
(level 2) have either responded to the complaint (in writing) or
have failed to do so within two months at either level;
• the customer expresses dissatisfaction with the provided
response (thus constituting a dispute);
• the claimant voluntarily seeks Mediation as a f inal recourse to
seek an amicable resolution to the dispute.
Article L.616-2 outlines the instances of inadmissibility.
The Mediation team conducts an annual evaluation of the
ef fectiveness of ENGIE’s complaint resolution mechanisms.
This evaluation is published on the Ombudsman’s independent
website or included in his annual report. The aim is to prevent
overburdening caused by inadequate complaint handling within
ENGIE Group.
It is important to remember that
the Ombudsman should serve
as an alternative to legal action,
not a replacement for the company’s
complaint resolution services.
Once a claim is deemed admissible, the claimant typically
receives a conf irmation letter within an average of 48 hours.
This letter acknowledges receipt of their request
and confirms its eligibility for mediation
based on available information. If the
claim has been misdirected, a letter
is sent to the claimant specify-
ing the appropriate entity to
address their concerns, unless
the claimant prefers other-
wise. The “Claim Journey”
section (see page 16) outlines
the various stages of the pro-
cess and scenarios encountered.
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For claimants whose requests were pro
cessed we were able to analyse their
satisfaction regarding
Timeliness of processing 90 in 2023
compared with 91 in 2022
Understanding of their dispute 94 in
2023 vs 86 in 2022
Quality of communication during the
processing of the f ile 96 in 2023 vs
89 in 2022
Quality of the proposed solution to
resolve the dispute 85 in 2023 vs
65 in 2022
Overall satisfaction with the
Ombudsmans actions remained con
sistently high compared to 2022 91
For reference it was 92 in 2021 90
in 2020 86 in 2019 84 in 2018 and
85 in 2017
This continued high satisfaction can
be attributed to the Mediation teams
handson approach even amidst an
unprecedented surge in requests and
heightened demands from claimants
Additionally a notable 95 of claimants
compared to 82 in 2022 87 in 2021
86 in 2020 74 in 2019 and 76 in
2018 expressed their willingness to rec
ommend the Ombudsman to others
The Ombudsmans rigorous standards
explain why 84 of claimants accepted
the proposed solutions
Satisfaction: a key focus
of Mediation service
Every year since 2009, the Consumer
Ombudsman for the ENGIE Group conducts a survey
among claimants to gauge their satisfaction with the mediation process
Here are the key results
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84%
of claimants accepted
the solution
proposed by the
Ombudsman
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