2023 report - The consumer

The consumer Ombudsman for the ENGIE Group 2023 report

/TAKING ACTION / MEDIATION ACTIVITY IN 2023

ENGIE’s energy supply entities (covering

market of fers, Consumer Division (DGP),

or fully digital market of fers like Happ-e,

as well as regulated tarif f of fers handled

by the Regulated Tariffs Department

(DTR) until its closure due to the phase-

out of regulated tarif fs) serve millions of

energy customers and manage numerous

contracts. These divisions are signifi-

cantly impacted, representing 87% of the

consumer mediations received by the

Ombudsman. The remaining 13% are

distributed among ENGIE Home Services

(EHS), FideloConso, and departments

managing Energy Savings Certif icates (as

shown in the left-hand graphs).

Eligible mediation requests from consumers

Issues with sharp price

hikes in contract renewals

and sign-ups in 2022

In 2023, the Ombudsman observed an unprecedented surge

in disputes related to contracts. Over 50% of mediation cases

were linked to contracts compared to around 14 in 2022 rep

resenting an increase of nearly 6 points Within the 485 of

contractrelated mediations the predominant concerns were

contract disputes especially regarding price disputes upon

renewal or when subscribing to new contracts in 2022 This

surge can be attributed to the impact of new supplier of fers

amid price volatility and increased wholesale energy costs

which were ref lected in retail prices within the limits set by

the tarif f shield The second most signif icant issue revolved

around billing or payment difficulties 305 in 2023 vs

618in2022 often stemming from misunderstandings about

gas and electricity consumption levels or meterrelated issues

A decrease in disputes related to inaccurate meter readings

especially in selfreadings was expected with the completion of

the rollout of smart meters across mainland France While the

rate decreased as anticipated the actual number increased by

40 221 in 2023 vs 155 in 2022 directly correlating with the

overall number of mediations. Instances related to electricity

slightly outnumbered those related to gas (221 for electricity

and 211 for gas), consistent with previous years. On July 1, 2023,

following the enactment of the energy and climate law published

on November 9, 2019, regulated gas prices for individuals were

discontinued. ENGIE customers not yet subscribed to market

price of fers were transitioned to a “gateway” of fer, resulting in

very few mediations related to this transition While the cate

gory Energy Equipment decreased by nearly 3 points 98

in 2023 vs 125 in 2022 the volume increased from around

50 disputes to nearly 80 ref lecting requests concerning the

installation troubleshooting and maintenance of individual

boilers heat pumps or photovoltaic panels Other mediation

issues remained relatively minor consistent with previous years

Only one mediation in 2023 pertained to the FideloConso

of fer individualization of heating and hot water charges for

homes in collective heating marketed by ENGIE Entreprises

Collectivités EC until June 30 2022 As anticipated ENGIEs

management ceased responsibility for aftersales service for

these installations from that date onward

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MEDIATIONS BY ISSUE

2 0,3% Welcome, advice and support

48 6,1% EEC of fering

148 18,9% Consumption

91 11,6% Billing & payment

23 2,9% Technical distribution

9,8% Energy equipment

379 48,5% Contract dispute

14 1,8% Other contract-related reasons

MEDIATIONS BY ENGIE SUBSIDIARY

681 87,1% ENGIE Energy supply

for consumers

83 10,6% ENGIE Home Services

0,1% ENGIE Entreprises &

Collectivités (FideloConso of fer)

17 2,2% TEKSIAL, ENGIE Solutions,

My power, Certinergy

of consumer

mediations

87%

ENGIE Energy

Supply:

782

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