TAKING ACTION/MEDIATION ACTIVITY IN 2024 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
Compliance with the agreement
In 2015, the National Energy Ombudsman (MNE) and the Consumer Ombudsman for the ENGIE Group
signed an agreement. The annual review of its operational implementation has been carried out,
as stipulated by the text. On this occasion, the Ombudsmen discussed the levels of compensation
to be of fered to claimants depending on the type of dispute.
The agreement stipulates:
the promotion, by each ombudsman, of the contact details
of the other to ensure consumers are aware of the available
remedies and can choose their ombudsman;
the transfer of cases between them which they cannot han-
dle within their own areas of competence;
the annual assessment of the agreement and the publi-
cation of this assessment in the activity report of each
ombudsman.
All these criteria have been met because:
Regarding the promotion of contact details:
– both mediators have referenced each other on their
websites;
– they have published the signed agreement online;
– the Consumer Ombudsman for the ENGIE Group also
informed claimants of their right to go to the MNE, both
in his letters and email responses, if the proposed solu-
tion was refused.
5887100
OF CLAIMANTS CONTACTED THE
OMBUDSMAN VIA THE ONLINE
FORM IN 2024
OF THE PROPOSED SOLUTIONS
PUT FORWARD BY THE
MEDIATION TEAM
HAVE BEEN ACCEPTED
OF THE SOLUTIONS PROPOSED
BY THE OMBUDSMAN
WERE IMPLEMENTED
BY ENGIES ENTITIES
Regarding transferred referrals:
– The Ombudsmen forwarded f iles to each other
that did not fall within their area of expertise;
– they also consulted with each other when a
claimant contacted them both about the same
request, and potentially transferred the case
where applicable;
– lastly, as stipulated by the Energy Code (Article
L.122-1), the MNE handled requests from claim-
ants who approached him after disagreeing with
the amicable solution proposed by the Consumer
Ombudsman for the ENGIE Group.
FIGURES
for individuals
Outside scope/
area of compe-
tence
Claimants who applied to two mediators at
the same time or whose investigation was
started with the MNE
Claimants referred to the
MNE following ENGIE medi-
ation
From the Ombudsman
for the ENGIE Group to
the MNE
5 13 29
1
From the MNE to
the Ombudsman
for the ENGIE Group
2 0-
More specif ically, the referrals transferred in 2024 were as follows:
1 - 5 cases handled by the MNE in 2024 were escalated in 2023 and are included in the 2023 report.
Source Consumer Mediation for the ENGIE Group
24 25
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