The consumer Ombudsman for the ENGIE Group 2023 report
35
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