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Highlights of 2024

Club agenda

The Ombudsman attended the 2024

general meeting of the CMSP (a

non-profit association), of which he

is the secretary and vice-chairman

responsible for the website and rela-

tions with consumer associations.

The Ombudsman attended the

Club’s five plenary meetings on 25

January, 28 March, 30 May, 26

September and 21 November 2024.

On 30 May, he led the Club’s meet-

ing with consumer associations.

As a member of the association’s

Board, he also took part in six

pre-meetings conducted remotely.

The Club of Public Services Mediators (CMSP)

EEMG event in Lisbon on innovation and AI

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33,000 visits to the website in

2024!

Chaired by the Ombudsman for the

ENGIE Group, vice-chairman of the

Club of Mediators, the management

committee for the website of the

Club of Mediators proposes updates

and changes to the site’s content

and monitors their implementation.

The committee met three times in

2024, on 24 January, 26 March and

4 November.

In 2024, the committee continued

developing the “News” section to make

it more appealing to visitors and build

a loyal community of internet users,

whether they are mediation special

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ists, users or customers looking for a

mediator.

The legal texts that constitute the

framework for the various types of

mediation are gradually being pub-

lished on the website, to supplement the

library of members’ annual reports.

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MEETINGS

Meeting between

the Ombudsman

for the ENGIE Group

and the National Energy

Ombudsman

The agreement between the two

independent ombudsmen on their

mediation work over the past year

was the subject of an annual review

on 28 March. It should be noted that

their views were completely aligned in

2024, particularly on disputes relating

to the energy crisis (tarif f shield, con-

tracting issues, etc.) (see p. 25).

AI in mediation: Gilles Moyse enlightens the Club

(3 July 2024)

Gilles Moyse, holder of a PhD in Artificial Intelligence, CEO of

ReciTal and author of: “Donnons-nous notre langue au ChatGPT?

L’impact de l’IA sur notre avenir”, spoke at the Club's annual seminar on 3 July.

It is essential to monitor and explore the use of AI, particularly its impact on media-

tion processes and the quality of case management.

On 7 and 8 November 2024 the

European Energy Mediators Group

EEMG met in Lisbon at the invitation

of the Ombudsman of the EDP Group

formerly Electricidade de Portugal

its current Chairman This annual

meeting provided an opportunity for

European ombudsmen to review their

activities and discuss the impact of the

energy crisis on customer relations

Each member presented their innovative

projects including EDPs use of artif icial

intelligence to optimise case manage

ment For its part ENGIE unveiled its

new digital referral form which can now

be accessed directly via smartphone The

meeting concluded with a discussion with

the Portuguese Energy Regulator

View

all our

2024

highlights

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