The consumer Ombudsman for the ENGIE Group 2023 report

27

TAKING ACTION / MEDIATION ACTIVITY IN 2023 TAKING ACTION / MEDIATION ACTIVITY IN 2023

The agreement stipulates:

• the promotion, by each ombudsman, of the

contact details of the other to enable con-

sumers to be aware of available remedies and

to choose their ombudsman;

• the transfer of cases between them that

they cannot handle within their own areas

of competence

the annual assessment of the convention

and the publication of this assessment in

the activity report of each ombudsman

All these criteria have been met because:

• Regarding the promotion of contact

details:

- both mediators have referenced each other

on their websites;

- they have published the signed agreement

online;

the Consumer Ombudsman for the ENGIE

Group has also informed claimants that they

have the option to appeal to the MNE both

in letters and in email replies if the pro

posed solution is rejected

• With regard to transfers (of which the

number is comparable to last year):

- mediators passed on to each other

f iles that did not fall within their area of

responsibilities;

- they have also consulted each other when

an applicant simultaneously contacts them

for the same request and potentially trans

ferred it

lastly as provided by the Energy Code arti

cle L1221 the MNE has handled requests

from applicants who have approached them

following disagreement with the proposed

amicable solution of fered by the Consumer

Ombudsman for the ENGIE Group

A respected agreement

In 2015, the National Energy Ombudsman (MNE) and the Consumer Ombudsman for the ENGIE Group

signed an agreement. Each year, in accordance with the terms of the agreement, an assessment

of its operational implementation has been conducted.

More specif ically the transfers in 2023 were as follows

BALANCE sheet for individuals

Outside the scope

competence

Claimants who have applied

to 2mediators in parallel or who have

started an investigation with the MNE

Applicants to the MNE following

ENGIE mediation

From the Ombudsman

for the ENGIE Group to the MNE

5 6 56

From the MNE to the Ombudsman

for the ENGIE Group

0 0

Source Consumer Ombudsman for the ENGIE Group

The number of mediations with rejected

solutions saw a slight increase in 2023,

reaching 16% (compared to 13% in 2022).

Many of these refusals were due to pay-

ment difficulties for the outstanding

balance. Notably, there was a signif icant

rise in the use of the dedicated online form

in 2023: 51% compared to 30% in 2022.

Additionally, 47% of mediations were initi-

ated through postal submissions (compared

to 64% in 2022), and 2% via email (com-

pared to 6% in 2022).

The surge in online form

submissions during this crisis

period is noteworthy.

It aligns with the Mediation service’s objective to enrich its infor-

mation system with comprehensive and tailored data, while also

ensuring prompt handling of claimant requests.

Improving this form for smartphones will further enhance this

mode of submission (see p. 35).

The rate of solutions proposed by the Ombudsman in favour of

the claimant (see table below) decreased by 5 points (91.8% vs.

96.8% in 2022). This likely ref lects the f inancial dif f iculties faced

by claimants due to the signif icant increase in energy prices.

When both the requester and the sup-

plier accept the solution proposed by the

Ombudsman, this decision is adhered to

in the majority of cases. Only 8 cases of

non-compliance were recorded in 2023.

The other 48 cases involve claimants who

disagreed with the solution and turned

to the MNE without obtaining different

conclusions on their dispute, particularly

regarding tarif f shield issues.

Note that this rate aligns with the reason-

ing adopted in the 2015 activity report,

presented in February 2016 before the

Consumer Mediation Assessment and

Control Commission.

ENGIE entities, on the other hand, implemented 100% of the

solutions proposed by the Ombudsman. However, if we consider

that the rate of solutions proposed in favour of the requester

def ines satisfaction with the Ombudsman’s action, then this

rate is 91%, according to the 2023 satisfaction survey of the

Consumer Ombudsman for the ENGIE Group.

Quality criteria of Decree no. 2015-1382 of 30 October 2015 regarding the mediation

of consumer disputes with individuals

Criteria Def initions Value rate 2022

The number of disputes referred to it and their subject matter Number of mediations and reason type of request782

The proportion of disputes that it has refused to handle and

the percentage evaluation of the dif ferent reasons for refusal

mediation refused requests not dealt with in mediation

Mediation refused by the Ombudsman outside the

Ombudsmans f ield of competence total number of mediations

received

04

Percentage of mediations interrupted and the main reasons

for the interruption

mediations interrupted mediation stopped mediations

handled

02

Average time taken to resolve disputes in days Average time taken to resolve a dispute 634

For mediators paid or employed exclusively by a professional

the percentage of solutions proposed in favour of the

consumer or the professional and the percentage of disputes

resolved amicably

solutions in favour of the claimant mediations accepted and

refused MNE appeal subsidiary refusal

mediations accepted and refused

918

solutions in favour of the complainant satisfaction with

the action of the Ombudsman for the ENGIE Group

91

disputes resolved amicably mediation accepted

mediation accepted and refused

84

However, despite the unprecedented surge in

disputes, a high level of quality was maintained.

This is primarily due to the strong and consistent commitment

of the entire Mediation team to f ind a fair resolution (legally

and equitably) between the two parties. It is also attributed

to the amount of compensation obtained by the Mediation

(averaging €1,125 per claimant). In some cases, the Mediation

service identif ied a lack of clear and comprehensive information

regarding the signif icant price increase. It is noteworthy that

the consumer service demonstrated willingness—in a spirit of

mediation—to amicably settle these disputes. This outcome is

also attributed to the mediation process itself. It involves close

engagement with each applicant, listening to their concerns and

considering their real expectations. Additionally, it encourages

each applicant to take responsibility in resolving their dispute

by prompting them to ref lect on their own position.

starting point for this deadline is the date of receiving the

request, even if the dossier is incomplete. The significant

increase in complaints at the customer and consumer services of

ENGIE’s Consumer Division largely explains the extension of the

average processing time for mediation requests. This delay has

had a ripple ef fect on Ombudsman’s response time to claimants.

Additionally, if these services do not respond within 2 months,

the claim becomes eligible for mediation. Another consequence

of this surge in complaints was the Ombudsman’s handling of

disputes not yet addressed by customer or consumer services.

By fall 2023, ENGIE’s Consumer Division had been reorganised

and strengthened. (see p. 18-19).

Crisis-specif ic dispute resolution methods were shared between

this consumer service and the Ombudsman, resulting in better

alignment and time optimisation. Similarly, the Ombudsman

standardised their approach to these disputes.

All of these actions contributed to preventing further delays in

processing mediation cases.

Setting aside cases directly tied to price increases during the

crisis, which underwent standardised mediation procedures, the

bulk of other received cases were intricate, involving multiple

concurrent issues. This signif icantly lengthened investigation

times, for both suppliers or distributors and Mediation alike.

This was especially notable in 2023 for disputes involving ENGIE

Home Services, the Group’s energy service provider, where the

average mediation processing time stretched to 81 days. The

recommendation to “Accept the implementation of a ‘Method

Agreement’ mediation solution that formalises the parties’

future responsibilities” aims to streamline the processing time

for these cases (see page 32). Additionally, a reorganisation at

this subsidiary level also led to processing dif f iculties for com-

plaints at the customer and consumer services.

The rate of disputes resolved amicably reached 84% this

year on average (compared to 87% in 2022).

The rate of disputes resolved amicably reached 84% this year

on average (compared to 87% in 2022). For energy suppliers to

individuals, it stands at 84%. For disputes related to services

involving ENGIE Home Services, this rate reaches 72%. This

averaged agreement rate remains commendable in a period

where many claimants found themselves pressured by bills they

were utterly unable to af ford.

51%

of claimants contacted

the Ombudsman via

the online form in 2023

100%

of the solutions proposed

by the Ombudsman

were implemented

by ENGIE entities