• Overview
  • Contents
  • Print
  • Bookmarks
  • Download
  • Full Screen
  • Switch off the sound
  • Switch on the sound
  • Help
An error occured when trying to show the publication. Please check if JavaScript is enabled or try to update your browser.

The consumer Ombudsman for the ENGIE Group 2023 report

37

The consumer Ombudsman for the ENGIE Group 2023 report

36

NEWS

average acceptance

rate for mediations

in the Club

90

The Mediation Club

in f igures (2022)

MEDIATIONS HANDLED

BY 2022

50,000

by institutional

mediators

73,000

by consumer

mediators

Signif icant

growth:

87,000 mediations in 2019

123,000

The Club of public services

Mediators (CMSP)

The CMSP is the guarantor of high professional and ethical standards,

an open forum for exchange and ref lection, rich in the diversity of its

practices, an information centre and a training centre for its members.

Jean-Pierre Hervé is Vice-Chairman in charge of the website and relations

with consumer associations. He is also secretary of this association,

registered under France’s 1901 law.

Established on April 1, 2002, it now has

31 ombudsmen from a variety of organ-

isations, plus a representative of the

Défenseur des Droits.

The members share three values: inde-

pendence, neutrality and impartiality.

They are committed to

the principles applicable

to the mediation process:

fairness, transparency,

free access, conf idential-

ity and ef f iciency.

The diversity of the areas of interven-

tion and working methods, as well as

the opportunity to exchange best prac-

tices, is a strength.

It enables us to respond to the issues spe-

cif ic to each mediation, while respecting

the provisions of the Club’s charter. The

Club has been responsible for several

advances in the field of mediation, by

promoting rules and recommendations

for quality mediation. It operates as an

inclusive entity maintaining regular

communication with public authorities

consumer associations European bodies

and mediation structures not affiliated

with the Club

EEMG actions

in 2023

(European energy

mediators group)

The annual meeting of the

EEMG was held in Paris on

October 5 and 6, 2023, hosted

by the Ombudsman for the ENGIE

Group. It was co-organised with

the Ombudsman for EDF Group.

There was a great deal to share, not only because of the

change in the EEMG’s Presidency, but also because of the

important news linked to the energy crisis of 2022 (sharing

of consumer protection practices put in place in each member

country and responses from the

mediations) and the current project

to revise the European Directive on the

Extra-judicial Resolution of Consumer

Disputes (Directive RELC).

Revision of the RELC Directive

and the framework for consumer mediation

in Europe

The aim of Directive 2013/11/EU, estab

-

lished on May 21, 2013, is to bolster

consumer trust by encouraging the uti

lization of extrajudicial and amicable

dispute resolution methods in con

sumer conf licts On October 17 2023

the European Commission put forward

its initial revision proposal

These proposals will undergo discussions

between countries and the European

Commission to ensure alignment towards

a revised directive maintaining the prin

ciple of minimal harmonisation

customer service and the national com-

plaints service respectively, as seen in

ENGIEs case do not preclude access

to mediation for the ENGIE Group for

instance

This approach ensures ongoing pressure

on the ENGIE Group to swiftly address

within 2 months customer complaints

without outsourcing them to Media

tion By retaining this focus on handling

complex cases Mediation will continue

to serve as an alternative to legal pro

ceedings embodying the essence of an

extrajudicial amicable system

In 2022, the Mediators articulated its

stance, emphasizing the importance of

maintaining the diversity of media

tion bodies across Member States which

have proven effective for consumers

Furthermore concerning the expansion

of admissibility Mediators supports the

Commissions proposal to streamline the

consumers preliminary steps with the

professional Article 13 amending Article

5 of the 2013 directive the professional

should refrain from implementing dis

proportionate rules regarding access to

mediation such as establishing numer

ous levels Levels 1 and 2 comprising

More details

on the CMSP

The EEMG

website

2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE2023 report - The consumer - Groupe ENGIE
Menu

Tap twice or spread your fingers to zoom in

Ctrl++
Ctrl+–

Zoom in and zoom out

Click once to zoom in, click again to zoom out
Roll the mouse wheel to zoom in/out

Ctrl+O
Overview
F2
Contents
Ctrl+F
Search
Ctrl+P
Print
Alt+S
Share
Ctrl+B
Bookmarks
Ctrl+S
Download
F11
Switch between fullscreen and normal
F10
Switch on / switch off the sound
F10
Switch on / switch off the sound
F1
Help
Next double page
PageDown
Last page
End
PageUp
Previous double page
Home
Frontpage
Drag handle to switch page
Close menu