The ENGIE Group’s Mediation team has developed a specific dispute resolution practice that prioritises personalised handling of complainants.
The results of the year 2017 for ENGIE Group’s Mediation quality indicators have once again improved. It should be noted that, as an independent and accredited business mediation service within the meaning of the French Consumer Code (“business mediation” referring to a mediation system exclusively paid for by a professional), we are bound by exhaustive rules, compliance with which is ensured by the oversight of a Commission set up by the State in the framework of the transposition of the 2013 European Directive on consumer mediation. ENGIE Group’s Mediation therefore naturally complies with the rules of substance and form imposed by the regulations, such as:
Beyond these criteria, the ENGIE Group’s Mediation team has set up and maintained a form of mediation which, in 2017, allowed 90% of the proposed mediation opinions to be accepted by the complainants.
Through the following characteristics, it is therefore possible to fully understand the DNA of the ENGIE Group’s Mediation team:
and in the event of ineligibility, information for the complainant, and referral of their case to the appropriate contact person. the complainant is also advised that if they are not satisfied with the processing of their case, they can return to mediation if the eligibility criterion should be subsequently met.
Each complainant is actively listened to through systematic and regular telephone calls (unless, in a few rare cases, the complainant only wants to communicate by post or e-mail). This makes it easier to:
A single contact person is dedicated to each case: they can be contacted at any time and follow the applicant throughout the mediation process.
Mediation systematically promotes discussion, in full transparency, because it facilitates obtaining the agreement of the two parties involved (complainant and supplier).
Mediation helps to improve the ENGIE Group’s offers and services through general recommendations and also ensures their effective implementation each year. This information is shown in the Mediator’s annual report and on his website.
The Mediation team has implemented, in addition to the proposed single point of contact, online monitoring, via an internet account, to inform the complainant of the progress of their case.
A systematic satisfaction survey aimed at the complainants, allows the Mediation team to call itself into question if necessary, and to improve its processes.
The Mediation team informs consumers, through its website, in a fully transparent manner, so that they can obtain answers to the most common questions asked of the Mediator, in particular via FAQ (Frequently Asked Questions) set up for this purpose in 2017.
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