The consumer Ombudsman for the ENGIE Group 2023 report

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NEWS

NEWS

Pursuant to article L614-1 of the French

Consumer Code, the Ombudsman provides

online users with all the information they

need about the mediation process, an

online referrals form, and practical,

educational

answers to questions they may have

about issues relating to their energy

consumption and billing.

In 2023, the Mediation service

upgraded its online form to make it

even easier to access directly from

a smartphone. Without the need for

a computer or scanner, internet users

can now scan the documents they need

to make a complaint directly from their

smartphone camera. During the course

of this project, which lasted several

months, user tests were organised with

the participation of volunteer consumer

associations.

The Ombudsman for the ENGIE Group is

keeping a close eye on how consumers

are using digital technology, so that it can

continue to of fer them direct and easy

access to their mediation requests.

Training

to provide better

support for

consumers

The Mediation team continues to

receive training every year. Updating

regulatory, legal, technical and

contractual information is essential to

guarantee the quality of the solutions

proposed by the Ombudsman, both

in terms of the law and fairness. The

team also receives training in soft

skills getting to know each other

better to collaborate more ef fectively

occupational health and safety and the

prevention of psychosocial risks

Each training session enables the

whole team to progress together

Ensuring quick and easy

access to Mediation

Find out

more

Find out

more