On 7 and 8 November 2024, the EEMG met in Lisbon at the invitation of the Ombudsman

of the EDP Group (formerly Electricidade de Portugal), its current Chairman. The event was

an opportunity for EEMG Ombudsmen to take stock and propose recommendations for

improvement. They also discussed the impact of the energy crisis on customer relations.

2024 Annual Meeting

of the EEMG (European

Energy Mediators Group)

Each member presented their innovative projects and initi-

atives. The EDP Group Ombudsman spoke about integrating

artif icial intelligence into case analysis and management

processes, the result of an ambitious, collaborative internal

project.

For its part, the ENGIE Group Mediation Service unveiled

its new referral form, designed to facilitate access to medi-

ation. Claimants can now submit requests directly from a

smartphone without the need for a computer scanner or

printer This project implemented in consultation with con

sumer associations marks a major step forward in terms of

accessibility

The 2024 event concluded with a meeting with the Energy

Regulator in Portugal

Overview of

EEMG activities in 2023:

  In 2023, the EEMG Ombudsmen, covering a territory of 58

million European consumers, received 15,355 referrals,

85% of which came from consumers.

  More than 7,053 mediation cases were handled, an increase

of 16 compared with 2022

A quarter of all disputes were related to contractual issues

Around a quarter of all disputes were associated with billing

and payment

Consumerrelated disputes now account for only 15 of

total cases

The acceptance rate for proposed solutions was 89 down

from 93 in 2022

In total 37 recommendations for improvement were issued

by the EEMGs mediation bodies to suppliers and distrib

utors of gas or electricity or services related to energy

ef f iciency

:

,-

,

,,

,,-

,-'

.

36