04 Highlights of 2024

06 A record-high level of satisfaction!

07 The 8 values of Mediation

08 The Mediation team for the ENGIE Group

10 A look back at 2024 with Jean-Pierre Hervé, Ombudsman for

the ENGIE Group

12 The legal framework for Mediation

14 The fundamental rights of natural gas and

electricity consumers

15 The Ombudsman’s ecosystem

16 The Ombudsman’s resources

17 A f lexible approach

for amicable resolution

Taking action/ediation

activity in 2024

19 Agreement rate up despite high volume of cases

Proposing

recommendations

27 In 2024, dif f iculties with implementing certain

recommendations linked to the crisis

28 Recommendations for the Consumer Division (DGP)

29 Recommendations for ENGIE Home Services EHS

30 Recommendations for the Business Customers Division DCP

and the BtoB market

33 Mediation and liability of parties a question of commitment

News

18

34

Contents

26

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