The specificities of the Ombudsman for ENGIE Group
Beyond the mediation process put in place, in accordance with the regulatory provisions, the Ombudsman for ENGIE Group offers specific and personalised handling, at the service of the parties involved in the dispute.
Verification by the Mediation service of the implementation of each solution
Each claimant can monitor their cases online
Dialogue as the cornerstone for handling the conflict and the dispute
Each mediation solution personally examined by the Mediator
A multidisciplinary team trained in educational methods and law
Sympathetic ear for each claimant on the telephone
Transparency via the Mediator’s web site and his annual repport
Impartiality, neutrality and independence guaranteed
Single contact available for each claimant
Formulation of general recommendations and annual follow-up of their implementation
Systematic satisfaction survey to help the Mediation team advance
A relationship of trust, confidentiality and benevolence guaranteed
Its practice of resolving disputes primarily favours personalised handling of complainants in order to optimise the success rate.
OBJECTIVE #1 PROCESS THE COMPLAINTS OF THE ENGIE GROUP’S VARIOUS FRENCH ENTITIES AND SUBSIDIARIES AS PART OF A LAST FORM OF AMICABLE RESOLUTION
In volume terms, most of the Ombudsman’s work consists in disputes involving domestic customers in the field of energy supply: gas, electricity and related services.
OBJECTIVE #2 DEVELOP RECOURSE TO MEDIATION WITHIN OTHER SERVICE ENTITIES
when all the levels in charge of the complaints have given their verdict and when their answers fail to satisfy the complainant.
OBJECTIVE #3 PROMOTE AND DEVELOP THE CONCEPT OF AMICABLE RESOLUTION
The ENGIE Group’s Mediation team actively exchanges with all stakeholders, such as consumer organisations, key players in the process. It is also a member of the Club des Médiateurs de Services au Public (Club of Public Service Mediators), which aims to raise public awareness of this amicable dispute resolution method (in particular via its website www.clubdesmediateurs.fr)
The actual Ombudsman, Elisabeth Trocard, was proposed by the ENGIE Chief Executive Officer on 1 September 2025. In accordance with Article L. 613-2 of the French Consumer Code, she was appointed as the Consumer Ombudsman for the ENGIE Group by unanimous decision of the members of the joint body (comprising representatives of consumer associations and representatives of ENGIE) during a commission held on September 16, 2025.
On 29 December 2025, she was accredited for a five-year term by the Commission for evaluation and control of Consumer mediation (CECMC), in accordance with the provisions of the French consumer code (Articles L.611-1 to L.641-1 and articles R.612-1 to R.616-2). She was also added to the official list of Consumer Mediators and, as such, notified to the European Commission.
Approval
This state commission, composed of judges and qualified personalities from different backgrounds, has a remit to assess ans control activity of consumer mediators. The aim is to guarantee consumers access to competent and independant mediators.
The Ombudsman for ENGIE Group therefore fully complies with the fundamental rules imposed by French and European regulations:
- The appointment follows a transparent procedure conducted by a joint nominating body composed of representatives from accreditated consumer associations and representatives of the ENGIE Group ;
- A fixed-term mandate of at least three years, wich may be renewed. At the end of the mandate, if not reappointed, the Ombudsman is prohibited from working for ENGIE and the federation to which ENGIE is affiliated for a minimum period of three years ;
- Without any relationship of subordination with ENGIE. The Ombudsman is clearly distinct from the ENGIE Group’s operational bodies ;
- Autonomous budget. Every year, the Ombudsman is assigned a budget by the Group’s Senior Management, which gives him the means to carry out his mission independently. The budget is not conditional upon any targets or outcomes of completed mediation processes. Neither is he bound by any cyclical decisions made by the Group. Thus, since 2016 and depending on the year, its budget has steadily increased due to the expansion of its activities ;
- A team of experts, exclusively dedicated to the Ombudsman for ENGIE Group ;
- Not be in a conflict of interest but, if so, to report it.
Access to the Ombudsman of ENGIE Group is free of charge. The customers may be individuals, companies, local authorities, institutions, public departments, landlords and co-owner associations, etc.
Since 1999, the Ombudsman has been able to assist ENGIE Group’s subsidiaries and business units in developing organisation for alternative dispute resolution, both in Europe and worldwide.