Report by the Ombudsman 2024

TAKING ACTION/MEDIATION ACTIVITY IN 2024 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

Problems continue to stem from high energy prices

The energy crisis that began in 2022 continued during the f irst three quarters of 2024, impacting energy

suppliers for individual customers (DGP and Happ-e). In 2024, prices were still

40% to 60% higher than before the crisis.

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

ENGIE ENERGY SUPPLY

of consumer mediation cases

662

Annual history of the number of claims received from individuals

At the end of the year, the Mediation service noted that many

referrals involved a combination of issues: price rises, fail

ure to apply the Energy Transition Law (limiting back-bill-

ing for consumption to 14 months) and payment dif f iculties,

leaving all customers with the same impression: they were

paying too much.

With prices remaining high, the ENGIE Divisions that man-

age small businesses, to which the provisions of the Con-

sumer Code apply, have been confronted with the same

contract disputes. The main causes are cancellation fees,

the dispute over the application of price caps and cushions,

and the reduced applicability of these government discounts.

With the rollout of smart meters now completed the num

ber of disputes associated with incorrect readings was

expected to decrease In 2024 the number of cases relating

to energy distributors decreased those relating to GRDF

natural gas fell by 26 156 compared with 211 in 2023

and those relating to ENEDIS electricity by 18 182 com

pared with 221 in 2023 The number of referrals for elec

tricity remained higher

As of 1 July 2023, in accordance with the Energy and Cli-

mate Act (JORF no. 0261 of 9 November 2019), regulated

gas tarif fs for individual customers have been abolished.

ENGIE customers who had not subscribed to a market-price

of fer were switched onto a “gateway” of fer managed by the

Consumer Division, which generated 30 mediation cases in

2024.

In addition, disputes concerning “energy equipment” have

risen by more than seven points, from 9.8% in 2023 to 17.2%

in 2024, with the volume of cases increasing from 77 to 114.

These cases mainly concern the installation, repair or main-

tenance of individual boilers, heat pumps and photovoltaic

panels However cases in the EEC Of fer category cases

relating to energy savings bonuses have fallen slightly from

48 disputes in 2023 to 37 in 2024 Other reasons for media

tion are less common

Finally there was only one mediation case in 2024 relating

to the Fidelo Conso of fer individualisation of heating and

hot water charges in collective housing marketed by ENGIE

Entreprises Collectivités until 30 June 2022

Disputes over contracts, mainly

regarding prices, remained the main

reason for referral, although this

percentage fell sharply (31.7% in

2024 compared with 48.5% in 2023,

after being at 14% in 2022, before

the crisis). These disputes were often

linked to contract renewals, when

the monthly payments estimated

by ENGIE still did not take the price

increase into account. The reduction

and then total withdrawal of the gov-

ernment’s tarif f shield has resulted

in new types of disputes: some cus-

tomers thought they were on a f ixed-

price contract but then noticed an

increase; ENGIE had in fact included

the tarif f shield discount in the price

per kWh.

The second most common reason for

referral is consumption issues, the

volume of these cases has increased

compared with 2023 (25.7% com-

pared with 18.9%, i.e. 170 referrals

compared with 148).

Billing or payment issues are the third

most common reason (15.3% in 2024

compared with 11.6% in 2023), often

resulting from a lack of understand-

ing about gas and electricity con-

sumption, meter problems or pricing

issues.

Reasons for referral

20 21