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04 Highlights of 2024

06 A record-high level of satisfaction!

07 The 8 values of Mediation

08 The Mediation team for the ENGIE Group

10 A look back at 2024 with Jean-Pierre Hervé, Ombudsman for

the ENGIE Group

12 The legal framework for Mediation

14 The fundamental rights of natural gas and

electricity consumers

15 The Ombudsman’s ecosystem

16 The Ombudsman’s resources

17 A f lexible approach

for amicable resolution

Taking action/ediation

activity in 2024

19 Agreement rate up despite high volume of cases

Proposing

recommendations

27 In 2024, dif f iculties with implementing certain

recommendations linked to the crisis

28 Recommendations for the Consumer Division (DGP)

29 Recommendations for ENGIE Home Services EHS

30 Recommendations for the Business Customers Division DCP

and the BtoB market

33 Mediation and liability of parties a question of commitment

News

18

34

Contents

26

EDITORIAL

CONSUMER

OMBUDSMAN FOR

THE ENGIE GROUP

JeanPierre

HERVÉ

2024: another year of

high energy prices

After a sharp rise in requests between 2022 and 2023, the number of mediation cases

handled by the Mediation team for the ENGIE Group only started to fall right at the end of 2024

(-12% vs. 2023). This drop in cases is still relative, as the overall volume remains

80% higher than in 2022. Including the backlog of cases, our team managed

an equivalent number of mediation cases as the previous year,

demonstrating that tensionsare ongoing.

Once again, the entire team has worked incredibly hard to support con-

sumers and business customers. Thanks to their commitment, we have

maintained a high standard in terms of our analyses and proposed

solutions, with a higher acceptance rate than in 2023 (almost 90%).

Our turnaround times remain in line with regulatory expectations, with

responses provided within an average of 77 days for individual custom-

ers (i.e. within the 3 months required under the French Consumer Code).

I would like to thank each and every one of my colleagues.

I would also like to thank the ENGIE Group for providing me with the techni-

cal and human resources needed to carry out my work independently, in

accordance with the French Consumer Code and under the supervision of the

independent state body, the Consumer Mediation Assessment and Control

Commission (CECMC).

The main reasons for entering mediation are disputes over contract renewals,

due to monthly payments being incorrectly estimated by ENGIE professionals,

or increases in prices advertised as f ixed following the gradual withdrawal of

the tarif f shield put in place by the government. A growing number of issues

has also exacerbated the situation. In the second half of 2024, the majority

of supply-related mediation cases involved several issues at the same time:

consumption estimated over too long a period, resulting in back-billing of con-

sumption for a period longer than 14 months, thus exceeding the legal limit,

combined with renewal of contracts where the tarif f shield was either incor

rectly applied or had already ended Inevitably it takes longer to unravel

these highly complex cases thus increasing handling times

Finally despite a signif icant drop energy prices are still very high 40 to 60

higher than in 2021 Consumers are naturally aware of this hike in their bills

and this leads to more mediation cases French peoples ability to pay their bills

at the current rates and its impact on Mediation is still a major issue

3

Report by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE GroupReport by the Ombudsman 2024 - ENGIE Group
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