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
Training to provide better support: a key
requirement of mediation
This year, the EEMG organised an event for the independ-
ent mediation bodies of the major European energy groups,
including ENGIE France and Belgium, EDF France and Italy,
EDISON Italy, EDP Group, E-Redes and SU Eletricidade
Portugal, E-Redes Spain and Fondazione Banco dell'energia
A2A Italy.
Training is fundamental for an independent consumer medi
ation body particularly in the energy sector Mediators must
have indepth knowledge of the French Energy Code and
Consumer Code as well as of regulatory technical and con
tractual changes in order to propose appropriate and fair
solutions based on legal principles and fairness
The Mediation team thus follows a rigorous and ongoing train
ing programme which guarantees the quality and relevancy
of its work In 2024 this training programme was further
expanded to cover crucial issues such as cyber security
health and safety in the workplace and the prevention
of psychosocial risks These issues must be addressed to
protect the wellbeing of mediation of f icers who deal with
the concerns and expectations of claimants on a daily basis
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Find out more
about the training
programme
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