The consumer Ombudsman for the ENGIE Group 2023 report

4

Highlights of 2023

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CONFERENCES

Presentation

“MEDIATION TO ENHANCE

BUSINESS EFFICIENCY”

June 13

th

The Ombudsman for the ENGIE Group par-

ticipated in the conference organised by

Planet’Médiation, on the theme: “Mediation:

a competitive advantage for a company.”

Jean-Pierre Hervé took part in the round

table “Mediation to enhance business

ef f iciency.”

TRAINING

Team training

March 30

th

and April 6

th

For the 7

th

time, the Ombudsman, along with

several members of his team, attended the

“Consumer law” training course organised by

the Club of public services Mediators, with a

presentation by Ms. Sauphanor-Brouillaud,

associate professor of law, professor of pri-

vate law – Université Paris-Nanterre.

November 20

th

The Mediation team attended the webinar

organised by the Consumer Law Chair at CY

Cergy Paris Université. The topic was “ADR

and Consumer Law: New Challenges,” which

looked in particular at the consequences of

the decree of 29 July 2023 and the challenges

of revising the European Directive 2013/11.

December 8

th

Sandrine Hohl, the Deputy Ombudsman,

obtained the specialised certificate in

“Mediation in the institution: mastery and

analysis of the ombudsman’s practice”

from CNAM (Le Conservatoire national des

arts et métiers).

External training courses

April 4

th

and November 13

th

The Consumer Ombudsman for the ENGIE

Group of fered training/information on medi-

ation to ENGIE SOLUTIONS management

teams. The aim is to share best practices in

customer management, incorporating the

principles of active listening and the search

for an amicable solution.

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Annual report

June 13

th

The Ombudsman has presented his 2022

annual report to Catherine MacGregor

CEO of the ENGIE Group Published every

year this report presents the results of

the Ombudsmans work and is governed

by the French Consumer Code

MEDIATION LIFE

New referral form

April 2023

Online users now prefer their smartphone

60 over their computer or tablet 40

To better meet users needs Mediation

has launched a redesign of its online com

plaint form Several test sessions have been

organised with the participation of volun

teer consumer associations The aim is to

facilitate access to the form and improve the

user experience New features allow users

to scan necessary attachments using their

smartphone camera making it easier and

quicker to submit a complaint

May 23

rd

and November 30

th

The Consumer Ombudsman attended train-

ing courses organised by the IGPDE (Institut

de gestion publique et de développement

économique - Bercy training organisation)

on the theme of “The fundamentals of con-

sumer mediation,” as part of the training

led by Ms. Sauphanor-Brouillaud, associate

professor of law, professor of private law –

Université Paris-Nanterre.

May 15

th

The Ombudsman for the ENGIE Group

accepted an invitation from the organis-

ers of the “Consumer Code and Consumer

Mediation” training course at the École

Nationale de la Magistrature (ENM), to pro-

vide information on consumer mediation

and to compare this amicable method with

judicial conciliation.