,
.
,.
A record-high level of satisfaction!
The volume of mediation cases handled in 2024 was close
to the record set in 2023, even with a slight drop in referrals.
Out of the 2,198 requests received from
individuals in 2024, according to the rules
of the Consumer Mediation Assessment
and Control Commission (CECMC):
1,556
REFERRALS WERE
DEEMED INADMISSIBLE
(vs. 1,692 in 2023), including 1,536 where consumers failed to
provide evidence of attempting to resolve their disputes with
the professional through a written complaint, as outlined in
their contract terms. Additionally, 20 complaints were rejected
for other reasons, such as being handled by another mediator
or falling outside the mediator’s jurisdiction;
642
REFERRALS WERE
DECLARED ADMISSIBLE
(vs. 765 in 2023) out of the 662 eligible referrals. This analysis
does not include the 149 mediation cases from 2023 that were-
processed in 2024. Five of these cases were inadmissible.
In 2024, the number of referrals from individuals* received by the Mediation team fell slightly (-11% compared with
2023), with 2,198 requests (compared with 2,457 in 2023). The number of referrals received that were eligible for
consumer mediation fell by 15% (662 in 2024 vs. 782 in 2023), while the volume handled was still very high (811 vs.
849 in 2023), as a result of the backlog of cases received in 2023 and handled in 2024.
Overview
of claims by indi-
viduals in 2024
Change in
mediation
cases in 2024
vs. 2023 (%)
Acceptance
of proposals
(%)
Time-
frame
(days)
Average for
individuals
-15%87%77
BtoC energy
suppliers (Con-
sumer Division,
Happ-e)
-22%87%74
Services (ENGIE
Home Services,
etc.)
+37%72%99
811
The number of consumer mediation cases
handled REMAINED VERY HIGH IN 2024,
COMING CLOSE TO THE RECORD SET IN 2023
(849). In 87% of mediation cases, the dispute was
between the claimant and the subsidiaries for the
supply of energy to private individuals.
THE OVERALL VOLUME (for individuals and small
businesses) WAS EQUIVALENT TO THAT IN 2023
(1,058 in 2024 vs. 1,066 in 2023).
-11%
IN 2024, 2,198 COMPLAINTS WERE RECEIVED
FROM INDIVIDUALS, as def ined in the French
Consumer Code, compared with 2,457 in 2023:
a slight decrease associated with the more
ef fective referral form.
87%
of solutions proposed by the mediation team in
2024 WERE ACCEPTED BY THE PARTIES AND
IMPLEMENTED, putting an end to the dispute (vs.
84% in 2022).
THIS EXCELLENT RESULT IS BACK TO PRE-
CRISIS LEVELS, despite INCREASED TENSION
among claimants.
97
of CLAIMANTS WERE SATISFIED with the
action taken by the Ombudsman for the ENGIE
Group AN UNPRECEDENTED LEVEL OF
SATISFACTION
77 DAYS
The AVERAGE TIME TAKEN to process a
consumer mediation case was 77 days in 2024
14 days longer than in 2023 Despite a very high
volume and more complex cases the average
response time remains well below the regulatory
90day response time This result ref lects the hard
work of the entire
team and the standardisation of mediation
case processing for recurring themes
Overview of
individual and
small
business
claimants in
2024
Change in
mediation
cases in 2024
vs 2023
Acceptance
of proposals
Time
frame
days
Overall average
128786
Business
Customers
Division
1492138
Companies
Public
authorities
4488134
,,
,
.,
.
,
,
,
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).
,.
.,
.
:
,
,
.
.
.
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.
,,
,,
..
whose eligibility for processing was studied according to Article L6122 of the
French Consumer Code As of 2023 the Mediation service no longer includes
complaints outside the scope of consumer mediation in its results in compliance
with Article L6113 of the French Consumer Code
Find out more about
the main indicators
of the ENGIE Groups
Mediation service
6
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