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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