Agreement rate up
despite high volume of cases
Figures for the ENGIE Group's Consumer Mediation service in 2024:
quality of service and proximity maintained, despite the continuing energy crisis.
486 Dissatisfaction with consumer services
130 No response from consumer services
46 No response from customer services
Broadening the criteria
for the admissibility of
mediation cases received
662
27
of cases received by
the Mediation service
87%
OF CLAIMANTS
ACCEPTED THE
SOLUTION
PROPOSED BY THE
OMBUDSMAN.
97%
SAID THEY WERE
SATISFIED
WITH THE ACTION
TAKEN BY THE
MEDIATION SERVICE.
When a case is referred to the independent Consumer
Ombudsman for the ENGIE Group, he f irst checks wheth-
er the case falls within his area of expertise.
The Ombudsman works in accordance with the provisions of
the French Consumer Code (Article L.616-2) and in compli-
ance with the contracts entered into between ENGIE and its
customers when:
the customer service department (level 1) and the
national consumer service department (level 2) have
replied in writing to the claimant or have not replied
within two months;
the customer remains dissatisf ied, giving rise to a
dispute;
the customer opts to refer the matter to the Mediation
service in an attempt to reach an amicable settlement as
a last resort.
Article L.616-2 specif ies cases of inadmissibility.
Every year, the ENGIE Group Mediation service, together
with the ENGIE Divisions, assesses the ef fectiveness of the
complaints handling process. It publishes the analysis on its
independent website or in its annual report.
The aim is to avoid too many referrals due to poor com-
plaints management. As a reminder, Mediation should be
used as an alternative to legal action, and not as a substitute
for the companys complaint handling departments
If a request is deemed admissible the claimant receives a
letter within 48 hours on average conf irming that the re
quest has been received and that they are eligible for me
diation If the claim has been misdirected a letter is sent
to the appropriate body unless the claimant objects The
stages in the process are described in detail in the Request
process section See p 17
In most cases the customer refers the matter directly to
the Consumer Ombudsman for the ENGIE Group ENGIEs
approval is then required to initiate the mediation process
which is authorised in 99 of cases However in the event
it is blocked ENGIE Group Management may initiate the re
ferral Nevertheless the consumers prior agreement must
always be obtained However the Mediation service cannot
initiate the referral The National Energy Ombudsman can
forward referrals to the ENGIE Group Mediation service that
fall outside his area of expertise which covers energy sup
ply only In 2024 he forwarded two referrals
High level of mediation cases
and referrals as the crisis
comes to an end
While the number of eligible referrals doubled between
2022 and 2023, they decreased in volume by 15% in
2024, although this f igure remained high (662 in 2024
compared with 782 in 2023), an increase of 68% compared
with 2022 (393 in 2022).
The total number of referrals received by the Mediation
service for the ENGIE Group and whose admissibility, in
accordance with Article L.612-2 of the French Consumer
Code, was examined, also fell by 11%, from 2,457 to 2,198.
In addition, 149 mediation cases received in 2023 were
completed in 2024, resulting in a volume of cases handled
close to the record high in 2023 (811 in 2024 compared
with 849 in 2023).
Concerned about the ef f iciency of complaints handling by
ENGIE’s subsidiaries, the Mediation service has been mon-
itoring an indicator every year since 2022 to improve the
process.
In 2023, 30% of admissible cases should have been han-
dled directly by ENGIE via its customer or consumer
services. In 2024, this rate fell by three points on av-
erage, and by seven points for the Consumer Division
(DGP), dropping from 30% to 23%.
Taking action
ediation
activity in 2024
19
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