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The consumer Ombudsman for the ENGIE Group 2023 report
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2023, a record year?
In 2023, the number of mediations doubled,
and the number of complaints
surged by 40%.
The Mediation service received a total of 2,457 requests* from individuals,
marking a moderate increase compared to the 1,772 received in 2022. Notably,
the number of complaints eligible for consumer mediation doubled, reaching
782 in 2023, compared to 393 in the previous year.
Out of the 2,457 requests received from individuals in 2023, according
to the rules of the Consumer Mediation Assessment and Control Commission
(CECMC):
> 1,692 complaints were deemed inadmissible, up from 1,410 in 2022. These
included cases where consumers failed to provide evidence of attempting to
resolve their disputes with the professional through a written complaint, as
outlined in their contract terms. Additionally, 17 complaints were rejected for
other reasons, such as being handled by another mediator or falling outside
the mediator’s jurisdiction;
> 765 complaints were deemed admissible (compared to 362 in 2022) out
of the 782 eligible for mediation (compared to 393 in 2022).
It’s worth noting that this analysis excludes the 67 mediations from 2022 that
were processed in 2023, two of which were found to be inadmissible.
* whose eligibility for processing was studied according to Article L.612-2 of the Consumer Code.
Starting from 2023, the Mediation service no longer includes complaints outside the scope of consumer
mediation in its results, in compliance with Article L.611-3 of the Consumer Code.
634 days
The average processing time of a mediation
was of 634 days in 2023 Despite an unprecedented volume of
mediation requests the average time increased by just 5 days
remaining well below the regulatory response deadline of 90 days
For reference it was 587 days in 2022 58 days in 2021 and 63 days
in 2020 This was made possible by the dedication of the entire team
and the standardisation of mediation processing related to the crisis
91%
of applicants were
satisf ied
with the Ombudsman’s work
for the ENGIE Group in 2023,
as in 2022.
+40%
The number of
complaints received
from individuals,
as def ined by the Consumer Code,
amounted to 2,457 in 2023,
compared to 1,772 in 2022.
849
The number of
consumer mediations
processed
nearly doubled between 2023
and 2022 (441). This is an
unprecedented volume since the
establishment of the Ombudsman
for the ENGIE Group! In 87%
of mediations, the dispute was
between the claimant and the
subsidiaries for the supply of energy
to private individuals.
84
of the solution
proposals issued by
Mediation in 2023
were accepted by the parties and
implemented thereby def initively
resolving the dispute compared to
87 in 2022 This is a very good
result despite the pressure
on the applicants
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* These f igures for the Business Customers Division are not included in the indicators in this report.
Review 2023
Increase in mediation
in 2023 compared
with 2022
Acceptance
of proposals
Time-
frame
(days)
Average for individuals
+ 100%84%63,4
BtoC energy suppliers
(consumer department,
etc.)
+ 120%84%61,4
Services (ENGIE Home
Services)
+ 50%72%81
Business Customers
Department*
+ 116%81%71,7
Find out more about
the main indicators
of the ENGIE Groups
Mediation service
