The consumer Ombudsman for the ENGIE Group 2023 report
29
REPORT 2023
Recommendations
followed in 2023
Continuous dialogue between the Ombudsman and ENGIE group’s divisions, as well as consumer
associations, has paved the way for identifying key areas for improvement within the company.
The progress report on the implementation of the eight recommendations
issued by the Consumer Ombudsman for the ENGIE Group in 2022 shows promising results.
All concerned divisions have committed to adopting these recommendations,
although some implementation schedules were impacted by the ongoing crisis.
2022
REPORT
50
%
50
%
Recommendations
made in 2022
already implemented
Recommendations
made in 2022
being implemented
Consumer Division (DGP)
INVOICING AND PAYMENT
“Consistently verify that the ETL*
is applied for unusually
high bills based
on estimated readings.”
Consumer energy suppliers
BILLING AND PAYMENT
“Send an explanatory letter to the
customer when carrying out a complex
accounting transaction.”
Consumer Division (DGP)
CONTRACT
“Expand on the clause describing the
principle of indexation to the regulated
tarif f in the relevant market of fers.”
General Public Department
DGP
RECEPTION ADVICE
AND SUPPORT MONITORING REQUESTS
Avoid debiting the account of an
overindebted customer by the amount
stated in the overindebtedness plan
PROPOSING
RECOMMENDATIONS
Consumer Division (DGP)
CONSUMPTION
“Create a specif ic and specialised
process to resolve situations where
ENGIE’s customers cannot access
their consumption data in their ENGIE
customer space.”
Consumer energy suppliers
DGP
MEDIATION PROCESS
Improve energy suppliers complaints
management process so that the
Ombudsman does not end up replacing
a complaints department
GRDF
MEDIATION PROCESS
“Adopt a position from the start
of mediation on whether to
pursue legal proceedings, in the
face of possible fraud involving a
claimant.”
Happe
BILLING AND PAYMENT
Improve billing by complying with
the requirements set out in the billing
decree
NOREFIC1124216A
Energy Transition Law