Once again this year, most of the requests received concern customers’ comprehension of energy bills, regularization amounts further to incorrect meter readings or adjustments to meter readings further to meter failures. The mediation department has noted the emergence of complaints about new services. This is more particularly the case for services concerning boilers and renewable energies.
2015 is also the year that saw significant developments in the Mediation regulatory framework. The order of 20 August offered a regulatory framework for consumption mediation by transposing the 2013 European ADR directive (alternative dispute resolution) concerning out-of-court dispute resolution.
On 25 February 2016 ENGIE’s mediation service was approved by the Mediation Assessment and Regulation Commission, the Consumption Mediator and was listed as such on the European Union’s list. A distinction that confirms compliance with all the criteria of independence and efficiency laid down by these new texts. The qualities of ENGIE’s company mediation, inter alia its independence and impartiality, have therefore once again been acknowledged.
After this report was published, the press reacted.
ENERPRESSE – 14/06/16 > Publication of the Engie mediator’s 2015 report
Publication of the Engie mediator’s 2015 report
On 10th June the ENGIE Group’s Mediator Jean-Pierre Hervé submitted his 2015 annual report to Isabelle Kocher, the group’s Chief Executive Officer. He noted a sharp fall in the number of requests (- 40%) “owing to better performance of the customer service”, and a sharp rise in the number of completed mediation cases (50% more than in 2014). “A trend that is accounted for in part by customers’ more exacting standard vis-à-vis their energy provider, against a backdrop of revolution in the sector, with an increasing number of offers and services”, says the press release. The average case processing time was 67 days, in line with the law, which sets a limit of 90 days. Most requests concerned customers’ comprehension of energy bills, but new claims were recorded, relating to new services, in particular those relating to boilers and renewable energies. More than 80% of the opinions delivered during mediation were accepted by the parties and implemented, whereas special cases led the mediator to make 19 recommendations.
>Consult the 2014 assessment and highlights