Médiation de la consommation

The ENGIE Group’s Mediator’s ecosystem

The ENGIE Group’s Mediator’s ecosystem

Customers may apply to the ENGIE Group’s Mediator for a dispute concerning a contract with one of the ENGIE Group subsidiaries for which he has been chosen as mediator.

The customers concerned may be individuals, companies, local authorities, institutions, public departments, landlords, co-owner associations, etc. Customers play a part in upgrading the mediation processes: through the satisfaction survey sent by ENGIE Group’s Mediation to all the complainants who have been through the mediation process, the comments collected also help to advance the Mediation service.

Consumer representatives at national level  (see partnerships with consumer organisations):

Each consumer organisation is a major interlocutor of the Mediation team, making it possible to challenge the processes and solutions proposed by the Mediator. The Mediator meets them regularly (3 times a year). The link to the minutes of the last meeting is shown below: link. They also make it possible to upgrade mediation processes, as well as ENGIE Group services.

Energy suppliers (at regulated prices, in market offers) of the ENGIE Group: they participate in the processes implemented in each mediation, and in its success.

These 2 entities are involved in more than 90% of mediations. The Mediator meets up with them regularly to analyse malfunctions noted and suggest recommendations for progress.

Energy distributors in France:

  • GRDF which is the main distributor of the natural gas distribution network (for gas contracts concerning ENGIE),
  • ENEDIS, utility company, electricity distribution network operator (for electricity contracts concerning ENGIE).

These two companies are also regularly consulted by the Mediator.

The (other) subsidiaries in the ENGIE Group, companies in the Group that have chosen the ENGIE Group’s Mediator for all types of energy or services, are also regularly informed about improvements to be made to their sales process in respect of domestic customers.

The mediation team is also in contact with ENGIE Group entities in Europe, in order to promote local mediation in compliance with the European directive on consumer ADR of 2013.

Mediators in the field of energy:

The ENGIE Group’s Mediation team interacts with the EDF mediation team and the national energy mediation team, presented on this page, to allow, if necessary, appropriate referral of the cases, according to the remit of each mediator.

“Local” intermediaries who are involved in the mediation process: customers are sometimes represented for mediation of their dispute.

And the ENGIE Group’s Mediation team favours calling on these local players who support the complainant throughout their dispute, which, in most cases, facilitates its resolution: legal assistance services of insurance or banking groups, lawyers, court conciliators, local government mediators, and local consumer organisations.

Mediators organisations:

The ENGIE Group’s Mediator is, in particular, a member of theClub des Médiateurs de Services au Public (Club of Public Service Mediators) (link). In this capacity, he represents this Club within the Plateforme de la Médiation Française or French Mediation Platform (which is presented in more detail on the page “Associations with other Mediators”), in particular for the preparation of the “Reference system for quality mediation”.

He is also a member of the European Energy Mediators Group (link to the page on our website presenting this association of Mediators), a structure that represents so-called “business” mediation within the European institutions.

And more generally, the ENGIE Group’s Mediator intervenes with mediator associations. More recently, the ENGIE Group’s Mediator also joined Médiations Plurielles, the association of mediators trained at the CNAM.

Law schools:

The ENGIE Group’s Mediator is involved in the teaching of Master 2 law students in various universities, at their request, as explained in the page on universities.

The consumer mediation control and evaluation body and the DGCCRF (French directorate general for competition, consumer issues and the prevention of fraud):

This is the body created by the French Consumer Code, whose secretariat is provided by the DGCCRF, which has evaluated and accredited the Mediation of the ENGIE group, and now oversees it.

The Directorates of the European Commission and other European groups:

The ENGIE Group’s Mediation team is also in contact with European Union bodies to promote effective local mediation, and also participates in consultations on consumer rights, as well as developments in alternative dispute resolution mechanisms, etc. (DG Energy, Citizen Energy Forum, CEER, BEUC, etc.).

The European Consumer Centre (CEC):

The ENGIE Group’s Mediation team received 2 cases from the CEC in 2017, regarding the processing of cross-border cases. It also receives cases directly through the online form of the English version of the ENGIE Group’s Mediator’s website.

The partner businesses with which he works:

  • Training organisations such as the KPAM ,
  • an adapted business which digitises all letters and documents sent to the Mediator.

The Mediator participates in the development of mediation in France and internationally.

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