The consumer Ombudsman for the ENGIE Group 2023 report

9

The unwavering commitment

of the Ombudsman’s team

When the Mediation team, as early as the end of 2022, witnessed

a signif icant inf lux of complaints related to the energy crisis,

the team immediately shifted into “task force” mode.

We did not wish to undermine the proximity approaches linked

to the process, lodged with the CECMC (Consumer Mediation

Assessment and Control Commission) such as the initial con-

tact with each complainant by phone. This decision proved

wise: the complexity of tarif f shield mechanisms, the erratic

nature of customer services (resulting in a sharp rise in com-

plaints due to ENGIE failing to respond within two months),

and the soaring tarif fs causing hardships for clients, have

made proximity more vital than ever to reassure, listen, un-

derstand, explain, and aid the parties in decision-making.

Improving the integration

of newcomers

Less than two weeks after their arrival, we worked as a team,

presenting the Ombudsman with the various situations of the

claimants who came to the mediation. We outlined the situa-

tion, shared insights, and initially proposed solutions put forth

by the Ombudsman. This allowed mediation of f icers to engage

with the parties, ensuring all perspectives were considered

and any overlooked aspects addressed. Following this, the

proposal could be ref ined by the Ombudsman, and an opinion

drafted for submission to the parties for decision-making.

After dissecting and simplifying around f ifteen complex reg-

ulatory texts—particularly challenging to convey to consum-

ers—related to tarif f shielding, the Legal Director of Mediation

for the ENGIE Group devised a standard document outlining

the handling of tarif f shielding application issues based on

energy and of fer types. This document facilitated better un-

derstanding among mediation of f icers, ensuring uniform

responses and equitable treatment for these specif ic cases,

particularly concerning the correct application of consumer

and energy law, before fairness is taken into account by the

Ombudsman.

The results speak volumes: despite

the doubling of mediation cases, we

maintained our average processing times

and achieved a complainant acceptance

rate exceeding 80

An ad hoc organisation

We made processing mediations our top priority and freed up

time for each team member. Cross-cutting activities, essential

for the operation of the Mediation “start-up” (the cornerstone

of our independence), were postponed or minimally reduced.

For instance, the website saw limited updates regarding the

publication of articles or news. Nevertheless, we kept the pro-

ject to improve submissions through this channel going with

the help of our contracted company (Copotato).

Additionally, we asked for additionalextra trainee lawyers to

assist uslend a hand.

Team performance

standards

• From the outset, it’s essential to assemble a multidiscipli-

nary team comprising lawyers, engineers, former customer

service managers, and communication experts. The diversi-

ty and complementary nature of these prof iles are always a

source of strength, serving a common mission.

• Every team member should embody kindness, showing care

towards applicants in need and fostering positive interac-

tions with ENGIE counterparts and within the team. Medi-

ation proposals are the result of collaborative teamwork,

ref lecting the Ombudsman’s stance of neutrality and impar-

tiality.

• Team members should appreciate the importance of listen-

ing to all parties involved: to calm, acknowledge, understand,

and co-create solutions.

• The ability to work independently and with agility is crucial

for sustaining the independent Mediation structure. Each

team member also engages in “cross-cutting” activities to

ensure the Mediation structure can operate autonomously.

This independence comes at a cost (see boxed section).

• Ongoing development of the team’s skills and professional-

ism by organising and monitoring ongoing training sessions

(covering energy techniques, consumer law—including the

Consumer Codeand mediation techniques These ef forts

help simplify complex subjects for complainants and provide

training for student interns in mediation These training ses

sions involve external experts law professors energy spe

cialists etc or are developed internally

While our main focus remains

on handling mediation cases,

each team member also has

broader responsibilities,

such as:

• Monitoring quality processes and nec-

essary procedures to ensure the smooth

functioning of the service.

• Engaging with both internal and exter-

nal entities within the ENGIE Group to

ensure the Ombudsman’s recommenda-

tions are followed up on.

• Increasing the visibility of the Ombuds-

man’s activities through its website to

make information and mediation requests

more accessible to complainants.

• Providing ongoing training for team

members, including legal workshops.

• Managing the operational aspects of the

mediation processing tracking tool, and

so on.

Jean-Pierre Hervé,

Ombudsman for the ENGIE Group, and his team.

For more

information

on the training

course