The consumer Ombudsman for the ENGIE Group 2023 report

32

PROPOSING RECOMMENDATIONS

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Mediation process

Recommendation No. 3

Consumer energy suppliers

Improve the complaints handling process for

energy suppliers to prevent the Ombudsman from

gradually becoming a complaint handling service.

Observation

The Mediation handles a signif icant number of requests under

consumer mediation that, in practice, are complaints. However, it

has proposed expanding its eligibility criteria to provide factual

evidence of the proper functioning of ENGIE subsidiaries’ complaint

processes. In 2023, out of the 782 mediation cases received for

individuals, 30% originated from cases with no response within two

months from Customer or Consumer Services, which represents

the workload of two people in the Mediation team.

This rate has hardly decreased in 2023 (1/3 in 2022) even though

cases reaching mediation due to back-and-forth with customer

service were redirected to level 2.

Recommendation

Energy suppliers should streamline their complaints handling

procedures to prevent requests arising from unsubstantiated

complaints or failure to respond to written complaints within two

months. For instance, they could proactively of fer complainants the

option to escalate their concerns to the consumer service experts

for resolution.

Notably the consumer service at ENGIE resolves over 85 of pre

mature requests that are redirected to the Ombudsman aligning

with current regulations and the spirit of the European directive

Recommendation No. 4

ENGIE Home Services (EHS)

Agree to implement a “Method Agreement”

mediation solution that outlines the parties’

future responsibilities.

Observation

In certain cases encountered, despite EHS acknowledging respon-

sibility from the outset, the mediation process lasted for several

months. It would have been resolved in a matter of days if EHS

had promptly addressed the compensation amount following its

acknowledgment of responsibility. As a reminder, the legal guar-

antee obliges the seller to respond to hidden defects:

• without relying on a complex and slow compensation mechanism

by involving its insurer,

• without transferring to the buyer (claimant) the responsibilities

inherent in its liability (to repair or refund).

The implementation of a coverage process (liability insurance)

by EHS resulted in the neutralization of the mediation process.

While this insurance process is legitimate (within EHS’s authority),

it cannot condition the assessment of the parties’ responsibilities

in mediation or lead to the suspension of the mediation process.

Recommendation

In such cases, EHS could agree to a “method agreement” solu-

tion where the parties outline their responsibilities and def ine the

conditions for future repairs nature of work expert assessment

of compensation and presentation of evidence

The Ombudsman had proposed this solution from the outset and

ultimately it was agreed upon for future repairs EHS committed to

covering the cost of corrective work upon presentation of evidence

This method agreement should be systematically implemented

by EHS in such situations

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Billing and payment

Recommendation No. 2

Consumer Division (DGP)

Accompany consumption

adjustments during the billing

cycle with detailed information

and explain complex accounting

operations.

Observation

The issue of insuf f icient prior information

regarding consumption adjustments made

during the billing cycle has been encoun-

tered repeatedly. Similarly, there have been

instances where no explanatory letter

was included with the bill during complex

accounting operations. The Ombudsman

had previously made recommendations to

the supplier on this matter.

Recommendation

The Ombudsman recommends that the

supplier provide customers with a detailed

invoice accompanied by a written or oral

explanation to ensure they understand the

reason for the bill sent during the billing

cycle.

In the case of consumption adjustments, the

written elements provided to the supplier

by the distributor, describing the action

taken, can serve as the expected expla-

nation.

Discover all the

details of our

recommendations

for 2024