TAKING ACTION/MEDIATION ACTIVITY IN 2024 /

Criteria Def initions Value rate 2024

The number of disputes referred to it and their

subject matter

Number of mediations and reason (type of request)

662

The proportion of disputes it has refused to handle

and the evaluation

% mediation cases refused = requests not dealt with

via mediation (mediation refused by the Ombudsman

or outside the Ombudsman’s f ield of competence)/

total number of mediation cases received

0.6%

Percentage of mediation cases interrupted and the

main reasons for the interruption

% mediation cases interrupted = mediation cases

stopped/mediation cases handled

0%

Average time taken to resolve disputes in days

Average time taken to resolve a dispute

77 days

For mediators paid or employed exclusively by a

professional, the percentage of solutions proposed

in favour of the consumer or the professional and

the percentage of disputes resolved amicably

% solutions in favour of the claimant = (mediation

cases accepted and refused – MNE appeal)/

(mediations accepted and refused)

96%

% solutions in favour of the claimant = % satisfaction

with the work of the Ombudsman for the ENGIE Group

97%

% disputes resolved amicably = mediation cases

accepted/

(mediation cases accepted and refused)

87%

Analysis of results according to the quality criteria of Decree no. 2015-1382 on mediation in consumer disputes with

individuals (see table below)

ENGIE’s entities have complied with and applied all the solu-

tions proposed by the Ombudsman (100%).

When the applicant and the supplier accept the proposed

solution, the claimant generally complies with this decision.

In 2024, there were only two cases of non-compliance. The 27

other cases concerned claimants who disagreed with the solu

-

tion and thus went to the MNE. This is half as many as in 2023.

In 2024, 96% of the solutions proposed by the Ombudsman

were in favour of the claimant, an increase of four points

compared with 2023 (91.8%).

If the percentage of solutions proposed in favour of the

claimant were defined in terms of satisfaction with the

Ombudsman's actions, then this rate would reach 97%, an

unprecedented level. The Ombudsman suggests that this

rate be def ined more precisely and standardised in an update

of the 2015 Decree.

Satisfaction at an all-time high! A record-breaking level!

Since 2009, the ENGIE Group’s Consumer Mediation

Service has conducted an annual survey to measure the

satisfaction of claimants whose mediation case has been

handled Below are the key results

Processing time 90 satisfaction in 2024 same level

as 2023

Understanding of the dispute 98 in 2024

compared with 94 in 2023

Quality of discussions during investigation of the case

99 in 2024 compared with 96 in 2023

Quality of the proposed solution 94 in 2024

compared with 85 in 2023

Overall satisfaction with the Ombudsmans work has

risen by 6 points reaching 97 in 2024 compared with

91 in 2023 As a reminder this rate was 91 in 2022

92 in 2021 90 in 2020 86 in 2019 84 in 2018 and

85% in 2017.

Claimant satisfaction mainly stems from the relationships

built by the Mediation team when resolving claims, even

when dealing with a high volume of cases complex dis

putes and increasing requirements

In addition 95 of claimants say they would recom

mend the Ombudsman to friends and family in 2023

compared with 82 in 2022 87 in 2021 86 in 2020

74 in 2019 and 76 in 2018

The Mediation services high standards are also ref lected

in the fact that 87 of claimants accepted the solution

proposed to them

These results reaf f irm the ef fectiveness the process

put in place by the Ombudsman for the ENGIE Group

with the Mediation team focusing on attentive listening

and building a good relationship with each claimant

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