2023 report - The consumer

The consumer Ombudsman for the ENGIE Group 2023 report

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

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