The 8 values of ediation

Accessibility, listening and empowerment of the parties are the main strengths

of the ENGIE Group consumer mediation process.

On a daily basis, the teams embody eight key values at all times.

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.

Requests are assessed to

determine their admissibility

and whether or not they qualify

for mediation

If they are inadmissible by law

they are passed on to the Groups

relevant departments to be

processed unless the claimant

disagrees

If they are admissible as a last

form of amicable resolution they

are handled by the Mediation

team

In that case the Mediation team

personally contacts the claimant

In an initial phone conversation

the 8 values of Mediation

are explained to the claimant

In particular this provides an

opportunity to assess and manage

their expectations After an in

depth examination of the case

incorporating both lawfulness and

fairness a personalised solution is

f inally proposed to the claimant

verbally and then in writing

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

Independence

The Ombudsman enjoys independence

guaranteed by law, by a state commission, in

compliance with legislative criteria, and also

maintains independence of thought. Thus, both

status and stance complement each other.

Transparency

By law, the Ombudsman is required

to present an annual assessment report,

which is governed by law and made available

to all through various channels, including

on its independent website.

Privacy

The content of the case (the Ombudsman’s

observations, the statements collected and the

solutions proposed) remains conf idential.

Listening

Balanced, accessible and personalised.

The Ombudsman takes into consideration the

circumstances of each person. If necessary,

he restores the required middle ground

between the parties involved and endeavours

to discern the real issues and expectations.

Respect

This notion takes two forms: unwavering respect

for individuals, without preconceived ideas or

judgements, and giving a hearing to all parties

in the agreement.

Impartiality

The Ombudsman does not take sides.

Neutrality

The Ombudsman ensures that each party

has an opportunity to express their opinion

to the other. The Mediation team will get

involved in the claimant’s dispute only

when a solution is proposed.

More details on

the values

of Mediation

Fairness

A rule or practice, even when correctly applied,

may be unfair, or even intolerable, in certain

cases. Fairness strives for what is just.

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

The Mediation team

examines all the requests it

receives and handles them

according to their nature

Find out more about

the main indicators

of the ENGIE Groups

Mediation service

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