2023 report - The consumer

The consumer Ombudsman for the ENGIE Group 2023 report

MEETINGS

Highlights of 2023

Club of public services

Mediators

January 25

The Ombudsman attended the 2023

General Meeting of the Club of public

services Mediators, where he holds posi-

tions as secretary (under France’s 1901

Law of Association) and vice-chairman

overseeing the website (https://clubdes

mediateurs.fr/) and relationships with

consumer associations. Following this, he

participated in f ive plenary meetings of the

Club. On May 25

, he facilitated the Club’s

meeting with consumer associations.

Additionally, the Ombudsman attended

six preliminary Bureau meetings and the

Club’s annual seminar, featuring a keynote

address by Marc El Nouchi, President of

the Consumer Mediation Assessment and

Control Commission (CECMC).

National Energy

Ombudsman

April 12

As is customary each year we conducted

a review of the agreement binding the two

independent ombudsmen and discussed

the activities of the past years mediations

Its worth noting the complete alignment of

viewpoints in 2023 see page 26

CONFERENCES

Presentation

“MEDIATION TO ENHANCE

BUSINESS EFFICIENCY”

June 13

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

and April 6

For the 7

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

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

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

and November 13

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.

Club of public services

Mediators

January 16

Under the leadership of the Ombudsman for

the ENGIE Group, the Website Management

Committee of the Club of public services

Mediators has proposed content modif ica-

tions for the site. It monitors the ef fective

implementation of these modifications.

Website traffic reached 43,485 visits in

2023, the highest since its creation. In 2023,

the Committee focused on enhancing the

“News” section to make it more appealing

and retain users. The Committee’s ambition

is to transform the site into a reference tool

to be consulted by mediation specialists as

well as users or clients. The inclusion of key

legal texts enriches the library of annual

reports from members.

Consumer

associations

April 11

The Ombudsman sat down with consumer

associations to unveil the 2022 Annual

Report of the Consumer Ombudsman for

the ENGIE Group, share insights on the

prospects for 2023, including associated

recommendations, and review the follow-up

on last year’s recommendations.

EEMG

October 5

and 6

The European Energy Mediators Group

EEMG held its annual meeting in Paris

coorganized by the Ombudsman for

ENGIE Group and the EDF Group Mediation

During this event Luis Valadares Tavares

Ombudsman of EDP Electricidade de

Portugal was appointed as the new President

of the EEMG The eight members of the EEMG

shared their recommendations and discussed

their unif ied stance towards the European

Commission as part of the preparations for

the revision of the ADR Directive and to

uphold a high level of ef f iciency in consumer

mediation

ENGIE Consumer

Division (DGP)

December 13

The Ombudsman met with the National

Consumer Service SNC of ENGIEs

Consumer Division to discuss the man

agement of the 2023 tarif f shield crisis and

the handling of requests The aim of these

discussions was to share the Ombudsmans

recommendations and their implementa

tion and to understand the actions taken by

ENGIE to improve the complaints handling

Annual report

June 13

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

and November 30

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

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.

Find out more

about the 2023

highlights