Report by the Ombudsman 2024

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The Ombudsman’s resources

In 2024, the budget for the

Consumer Mediation service

was €0.98 million. The items of expenditure are as follows:

Mediation for

small and medium-sized businesses

Since 2022, a signif icant proportion of the total budget has

been allocated to these claimants.

Labour costs

This budget item is the same as in 2023, due to the inf lux of

requests and mediation cases to be handled amid the

energy crisis. As a result of the backlog of cases from 2023

that were handled in 2024, the team processed the same

number of mediation cases as in 2023, the peak year of the

crisis. Given the current climate, the approach of proximity

in mediation was maintained, as claimants have an even

greater need to be listened to and heard, and to understand

the reasons for these disputes and the issues at stake.

Team running costs

The cost of this budget item has risen due to the increase in

the ENGIE Group’s overheads as a result of inf lation.

Technical developments

and cybersecurity measures

for Mediation systems

The new referral form has been launched. Using this form,

claimants can submit claims directly via their smartphone,

by scanning the documents to be attached to the f ile using

the smartphone camera. An overhaul of the website, with a

new tree structure, was launched after an audit of the

website’s search engine ranking. A number of operational

improvements have also been made to the CRM system to

make it easier to use and to extract statistics on the increase

in ENGIE Group’s overheads due to inf lation.

The ENGIE Group is legally obliged to allocate a budget to the

Mediation service so that it can operate independently.

098 M

Total Mediation budget

consumer mediation

018 M

Team running costs rent IT

telephones

supplies postage and

photocopying etc

07 M

Labour and related costs

salaries temporary staf f travel

expenses training etc

€0.1 M

Projects, regulatory activities

and training costs: activity report,

website hosting and development,

CRM maintenance and development,

consumer association meetings

regulatory training etc