Regulatory framework


The ENGIE Group’s Mediation service is governed by several legal and regulatory texts, in particular the Consumer Code. Within that framework it applies the rules provided for in this respect.

In the Consumer Code, the articles that state the rules governing mediators follow on from an order signed on 20 August 2015 and published in the Official Journal. The mediators who abide by these rules are appointed “consumption mediators” when they have been approved by the Mediation Assessment and Control Commission, which is the case for the ENGIE Group’s Mediator.


The ADR Directive states that, in addition to the list of approved mediators,  the European Commission would provide consumers with:

1 – an information site on the alternative dispute resolution method: this site is up and running,

2 – a platform where a consumer who has not directly found the relevant mediator can submit a complaint to the supplier via this portal: it has also been up and running since 15 February 2016.


The Secretary of State in charge of Commerce, Trades, Consumer Affairs and Social and Concerted Economy also put online an online platform for consumers on 17 February 2016.

It gives them free access to the information they need to exercise their right to mediation.

It also features the list of approved consumption mediators in France, by industry segment.

It can be accessed with this link.


As Mediator for Consumption Affairs in the field of energy, ENGIE’s Mediator meets the criteria of the order of 21 August 2015:

recourse to the Mediator is free of charge for the claimant:

the Mediator does not invoice his handling of the dispute,

he processes disputes and the conclusions he offers to resolve them in the strictest confidence ,

he fulfils his remit with due care and competence, with complete independence and impartiality, within the framework of a transparent, effective and fair procedure.

He is thus listed on this platform.

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