Recommendations for the Business Customers

Division (DCP) and the BtoB market

In 2024, the number of mediation cases reached a very high

level for “small businesses”, i.e. professionals with an elec-

tricity meter with a power rating of 36 kVA or less, or a gas

meter of less than 30,000 kWh. There has been an increase

of 102% compared with 2022 for DCP, and of 44% com-

pared with 2023 for E&C.

This type of claimant is not directly covered by the French

Consumer Code, as they do not have the same consumer

status as private individuals.

However, the legislator has decreed that they benef it from

certain provisions of the French Consumer Code, such as,

for example, the 14-month limit on back-billing of consump-

tion.

As a result, the Ombudsman for the ENGIE Group made

recommendations to the BtoB Departments for improving

the way these claimants are handled in his 2023 report and

then at the end of 2024. These recommendations are either

in the process of being implemented or have already been

followed up.

DCP’S RESPONSES:

Implementation of this measure was started in late

2024, with an automated process via the new billing

system rolled out in February 2025 The customer

account statements are clearer the headings more

understandable and all the transactions includ

ing bill cancellations the reason for a direct debit

rejection etc are clearly shown

The Mediation service has requested that customer

account statements be presented in a clear and

informative way, to provide claimants with a precise and

enforceable explanation of the f inancial f lows relating

to customer account management (billing, payments,

refunds, bill cancellations, etc.).

In this respect, the model proposed by the Individual

Customers Division should be replicated.

WITH REGARD TO CUSTOMER ACCOUNT

STATEMENTS PRODUCED AT THE REQUEST

OF THE MEDIATION SERVICE

DCP’S RESPONSES:

  With regard to the drafting of responses to

requests for information from the Mediation

service:

Previously, each customer service representative as-

signed to handling complaints would write their re-

sponse to a request for information using a blank doc

ument In 2024 customer service representatives

were provided with standard summariestemplates

in accordance with the issues being dealt with to

ensure the consistency and completeness of the in

formation provided so that quality investigations can

be carried out on the f irst attempt These guides are

regularly adapted as a result of the improved quality

control process put in place at the same time

Improved quality control for responses to

requests for information

From 2024 all responses must be proofread

checked by a quality control manager before being

sent to the Mediation service

These changes have been noted by the Mediation

service for the ENGIE Group

The Mediation service has asked that its requests

for information be treated with greater rigour,

to avoid back-and-forth exchanges and to

standardise the responses produced.

WITH REGARD TO THE QUALITY OF RESPONSES PROVIDED TO THE MEDIATION SERVICE FOLLOWING REQUESTS FOR INFORMATION REQUIRED TO ANALYSE CASES

Recommendation for handling the responses to be

provided to the Mediation services during the analysis

and solution-f inding phase

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