,

.

,.

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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.

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,

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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