TAKING ACTION/MEDIATION ACTIVITY IN 2024 /

ENGIE’s energy supply entities (mar-

ket of fers, Consumer Division – DGP

– and Happ-e for 100% digital mar-

ket of fers) manage several million

customers and contracts. These divi-

sions have been the most impacted,

accounting for 76% of the consumer

mediation cases received by the Om-

budsman in 2024. Next comes ENGIE

Home Services (EHS), whose rate in-

creased signif icantly from 10.6% to

17.2%. The remaining 6.8% is divided

between the entities managing the

Energy Ef f iciency Certif icates, var-

ious services and the Fidelo Conso

of fer

,

(-).,

%%.

Eligible mediation requests from consumers

503/76%: ENGIE Energy supply for

individuals

114/17.2 %: ENGIE Home Services

31/4.7%: ENGIE individuals Energy

savings bonuses

5/0.8%: My Power

6/0.9%: TEKSIAL

2/0.3%: MesDépanneurs.fr

1/0.1%: ENGIE Entreprises &

Collectivités Fidelo Conso Of fer

210317 Contract dispute

170257 Consumption

114172 Energy equipment

101153 Billing payment

3756 EEC of fer

1827 Technical distribution

1015 Other contractrelated

reasons

203 Welcome Advice

Support

76

ENGIE ENERGY SUPPLY

of consumer mediation cases

662

662

Annual history of the number of claims received from individuals

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