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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

Report by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE Group
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