/TAKING ACTION/MEDIATION ACTIVITY IN 2024
Quality standards maintained in 2024
In 2024, the Ombudsman maintained the high standards he has set since December 2014. The goal remains to
f ind a positive resolution for each party, with the aim of processing submissions within two months, even when
cases are incomplete.
,
.
,
,,
.
-.
,
,,--
.
%-
,%.
,
,
,,
/.
,
():,
.
,,
.
,%
(),-
.,
,
(.).
,%
(%
%).
-
,
.,%.-
,,
%.
.
%,
-
.,
-
,
(-
),
.,
,
,
.
,
()
.
,
,
.,-
,
.
:
:
:
:
:
Of the 662 eligible referrals from individuals, 642 were pro-
cessed (compared with 765 in 2023) and 20 were deemed
inadmissible (compared with 17 in 2023). The Mediation ser-
vice for the ENGIE Group also handled 149 mediation cas-
es relating to referrals received at the end of 2023, f ive of
which were inadmissible.
786 OF THE CONSUMER MEDIATION CASES HANDLED WERE DEEMED ADMISSIBLE, AND THESE CASES
CAN BE BROKEN DOWN AS FOLLOWS:
In total, 811 mediation cases (including 25 inadmissible re-
quests) were handled in 2024, a similar level to 2023 (849)
and almost double the amount in 2022 (441). For all individ-
uals and small businesses, the volume was similar to that of
2023 (1,058 in 2024 compared with 1,066 in 2023).
689
ADMISSIBLE MEDIATION
CASES WERE CLOSED
AND COMPLETED WITH
A RESPONSE FROM THE
CLAIMANT
601
WHERE BOTH
PARTIES ACCEPTED
THE SOLUTION
(vs. 573 in 2023)
88
WHERE ONE
PARTY REJECTED
THE SOLUTION
(vs. 113 in 2023)
97
MEDIATION CASES RECEIVED
AT THE END OF 2024 THAT
WERE STILL
UNDER REVIEW IN EARLY
2025
I N C L U D I N G A N D
For the f ive mediation cases received in
2023 that were processed in 2024 and
deemed inadmissible, the reasons were
as follows:
The number of referrals from individuals
received in 2024 and not retained remains
similar to 2023 (20 compared with 17).
The reasons for rejection are as follows:
REFERRALS OUTSIDE THE AREA
OF EXPERTISE (three disputes
involving two suppliers and one
where there was no contract with
ENGIE)
REFERRALS OUTSIDE THE
OMBUDSMAN'S AREA OF EXPERTISE
involving two suppliers and one
where there was no contract with
ENGIE)
REFERRALS MADE TO THE NATIONAL
ENERGY OMBUDSMAN (MNE)
in accordance with the 2015
agreement
REFERRAL FOR WHICH THE CLAIMANT
OPTED FOR THE MNE
REFERRALS WHERE THE
CLAIMANT OPTED FOR
THE MNE after contacting
the two independent Ombudsmen
REFERRALS FORWARDED TO THE
NATIONAL ENERGY OMBUDSMAN MNE12 3
4 1
2 1
2
UNFOUNDED
REQUESTS
22
Tap twice or spread your fingers to zoom in
Close menus and pop-ups
Zoom in and zoom out
Click once to zoom in, click again to zoom out
Roll the mouse wheel to zoom in/out
