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
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