Every year, the Ombudsman drafts a report on his work, which describes the outcome of the requests received, the assessment of the cases handled and a detailed account of the recommendations made.
“This annual report represents the showcase of our impartiality and the proof of the transparency of our mediation activity vis-à-vis all applicants,” says Jean-Pierre Hervé.
You can access the flick-through pdf by clicking on the following link.
The Ombudsman has improved the rate of acceptance by the parties of mediation solutions (89%) as well as the claimants’ satisfaction rate (90%).
In 2021, the total number of referrals to the Ombudsman decreased by 11% compared to 2020, reaching 3,815 requests from individual consumers (vs. 4,289 in 2020). These referrals included 1,288 customer requests that did not pass through ENGIE’s customer services. The number of referrals whose admissibility, as per Article L.612-2 of the French Consumer Code, could be examined was 2,527. The number of actual referrals received, as defined by the French Consumer Code, is, therefore, significantly lower than in the presentations in other annual reports, down by 41% in 2021 compared with 2020. Accordingly, the number of referrals received that were eligible for consumer mediation increased, with 401 eligible applications in 2021 (+4.7% compared to 2020).
In 2021, the Ombudsman also handled 89 mediation cases that were received in 2020.
90% of the solutions proposed during these mediation cases were accepted by the parties and implemented, and 90% of the claimants stated they were satisfied with the Ombudsman’s intervention (against 90% in 2020). Lastly, the average case handling time was 58 days (against 63 in 2020), whereas the law fixes a maximum period of 90 days.
78.5% of consumer mediation cases received by the Ombudsman concerned energy suppliers (with the regulated tariff offer, regulated tariff division – DTR, or the market offer, the consumers division – DGP, or ENGIE Happ-e for low-cost offers). The remaining 21.5% were divided between the ENGIE Home Services and FideloConso subsidiaries.
The mediation cases predominantly concerned billing or payment problems due to a lack of understanding of gas and electricity consumption levels, and also metering problems. Like last year, electricity-related cases were predominant. The “energy equipment” category, which concerns mainly questions about the installation, repair or servicing and maintenance of individual boilers, heat pumps or photovoltaic panels, increased by 2 points.
In February 2021, the CECM, or French State Commission for the Evaluation and Control of Mediation, renewed the accreditation of the Consumer Ombudsman for the ENGIE Group, Jean-Pierre Hervé, for five years. He is on the list of ombudsmen approved by the European Commission.
The 2021 recommendations of ENGIE Group’s Ombudsman
The Ombudsman issues recommendations to the relevant ENGIE Group entities to reflect the different disputes examined by the Mediation team. Through these recommendations, the Ombudsman suggests opportunities for improving the way in which customers and their requests are handled, as well as the procedures and services available. These are set out every year in the Ombudsman’s annual report. The Ombudsman subsequently works alongside the Group’s entities to ensure that his recommendations are implemented.
In 2021, the Ombudsman was able, based on the particular cases he encountered during his working year, to formulate six recommendations (vs. 15 in 2020). They were discussed with the ENGIE Group business units concerned to ensure their implementation, as well as with consumer organisations. The details of the recommendations are presented in the activity report on the Ombudsman’s website.
Entity concerned: France Particuliers: Consumer Division
Recommendation 2: “Pay particular attention to changes to the names on the contracts”
Entity concerned: France Particuliers: Consumer Division
Entity concerned: France Particuliers: Consumer Division
Entities concerned: France Particuliers: Consumer division, Happ-e
Entities concerned: France Particuliers: Consumer division, Happ-e
Entities concerned: France Particuliers, consumer energy suppliers
You can access the flick-through pdf by clicking on the following link.
2020 assessment and highlights
The Mediator has improved the rate of acceptance by the parties of mediation solutions (89%) as well as the claimants’ satisfaction rate (90%).
In 2020, fewer referrals were made to the Mediator (4,569, down 17% on 2019). Correlatively, the number of mediation cases received held steady, with 413 requests qualifying for mediation in 2020 (down 2% on 2019), 383 of which from residential customers and 30 from other claimants (professionals, companies and local authorities). In total, the Mediation service handled 491 mediation cases in 2020, up 2.9% on 2019.
89% of opinions issued during these mediation cases were accepted by the parties and implemented, and 90% of the claimants stated they were satisfied with the Mediator’s intervention (against 86% in 2019). Lastly, the average case handling time was 63 days (against 62 in 2019), whereas the law fixes a maximum period of 90 days.
Again this year, most of the mediation cases were referred by residential customers (93%, 383 out of the 413 referrals received). Professionals account for 5.8% of the requests for mediation, which qualify for mediation under the Energy Code.
Most mediation cases concern billing or payment problems due to a lack of understanding of the level of gas and electricity usage, and also include metering problems. As last year, electricity-related cases predominate. The “energy equipment” category concerning among other things requests in connection with the installation, repairs or servicing and maintenance of individual boilers, heat pumps or solar panels is up 10 percent.
The National Consumer Mediation Assessment and Control Commission (CECMC) renewed Jean-Pierre Hervé’s accreditation as consumer mediator for the ENGIE Group in February 2021 for five years. He is on the list of mediators approved by the European Commission.
The 2020 recommendations of the ENGIE Ombudsman
The Mediator issues recommendations to the relevant ENGIE Group entities to reflect the different disputes examined by the Mediation team. Through these recommendations, the Mediator suggests opportunities for improving the way in which customers and their requests are handled, as well as the procedures and services available. These are specified each year in the Mediator’s annual report. The Mediator subsequently works alongside the Group’s entities to ensure that his recommendations are implemented.
In 2019 the Mediator made 15 recommendations (vs 7 in 2019) on the basis of the particular cases he encountered during his year in office. They were discussed with the ENGIE Group business units concerned to ensure their implementation, as well as with consumer organizations. The details of the recommendations are presented in the activity report on the Mediator’s website.
Entités concernés : France Particuliers : Direction Grand Public
Recommandation 2 : « Prise en compte de la date d’envoi pour vérification des délais impartis »
Entités concernées : France Particuliers : Direction Grand Public
Entités concernées : France Particuliers : Direction Grand Public
Recommandation 4 : « Explication inversion d’un point de livraison (PDL) »
Entités concernées : France Particuliers : Direction Grand Public
Entité concernée : France Particuliers : Direction Grand Public, Happe
Entité concernée : France Particuliers : Direction Grand Public, Direction Tarifs Réglementés, Happe
Entité concernée : France Particuliers : Direction Grand Public, Direction Tarifs Réglementés
Entité concernée : France Particuliers : ENGIE Home Services
Entité concernée : France Particuliers : ENGIE Home Services
Entité concernée : France Particuliers : ENGIE Home Services
Entité concernée : France Particuliers : Distributeur ENEDIS
Entité concernée : Distributeur GRDF
Entité concernée : Distributeur GRDF
Entité concernée : ENGIE Solutions
Entité concernée : Tous les professionnels avec des particuliers et des petits professionnels
2019 assessment and highlights
The Ombudsman has improved the rate of acceptance by the parties of mediation solutions (90 %) as well as the claimants’ satisfaction rate (86 %). This is against a backdrop of rising numbers of requests (+ 33 %) des médiations traitées plus complexes.
As in 2018, the total number of requests to the Ombudsman rose in 2019, up to 5,497 (-17 % compared with 2018). Correlatively, the number of mediation cases increased, totalling 421 admissible cases in 2019 (+ 29 % compared with 2018). 97 % of these mediation cases received, or 410 mediations, were related to private customers. In total, the mediation service handled 477 mediation cases in 2019, + 22,9 % compared with 2018.
90 % of notices issued during these mediation cases were accepted by the parties and implemented, and 86 % of the claimants stated they were satisfied with the Ombudsman’s intervention (against 84 % in 2018). Lastly, the average case handling time was 62 days (against 66 in 2018), whereas the law fixes a maximum period of 90 days.
Once again this year, most of the requests received and mediation processes carried out concerned customers’ comprehension of bills, regularisation of amounts further to incorrect meter readings or adjustments to meter readings following meter failures.
Like last year, electricity-related cases are in the majority.
Since 25 February 2016, the independence of the ENGIE Group’s Ombudsman has been confirmed: he has been accredited “Consumption Ombudsman” by the CECM or (State) Commission for Evaluation and Control of Mediation and his report meets the criteria set out in the French Consumer Code (Order of 20 August 2015). He is on the list of ombudsmen approved by the European Commission.
The 2019 recommendations of the ENGIE Ombudsman
Further to the various disputes he examines, the ENGIE Group’s Ombudsman makes recommendations to the ENGIE group entities concerned. These recommendations suggest areas for improvement in the handling of customers and their requests, in procedures and in the services offered. These are specified each year in the Ombudsman’s annual report. The Ombudsman then works with these entities to ensure his recommendations are followed through.
In 2019, the Ombudsman was able, based on the particular cases he encountered during his working year, to make 7 recommendations (vs 14 in 2018). They were discussed with the ENGIE Group business units concerned to ensure their implementation, as well as with consumer organisations. The details of the recommendations are presented in the activity report on the Ombudsman’s website.
2018 assessment and highlights
The Ombudsman has improved the rate of acceptance by the parties of mediation solutions (88%) as well as the claimants’ satisfaction rate (84%). This is against a backdrop of rising numbers of requests (+11%) and more complex mediation cases, despite the latter falling in number (-8%) for the first time since the arrival of Jean-Pierre Hervé. It is worth noting 3 new points in 2018:
- electricity-related cases are in the majority,
- a rise in the number of mediation cases concerning service offers,
- and the ENGIE Group’s Ombudsman is the ombudsman of “MES DÉPANNEURS.fr”.
As in 2017, the total number of requests to the Ombudsman rose in 2018, up to 6,646 (+ 11% compared with 2017 and 115% compared with 2016). Correlatively, the number of mediation cases fell, totalling 327 admissible cases in 2018 (17% down on 2017). In total, the mediation service handled 387 mediation cases in 2018, 8.3% down on 2017.
88% of notices issued during these mediation cases were accepted by the parties and implemented, and 84% of the claimants stated they were satisfied with the Ombudsman’s intervention (against 89% in 2017). Lastly, the average case handling time was 66 days (against 59 in 2017), whereas the law fixes a maximum period of 90 days.
Once again this year, most of the requests received and mediation processes carried out concerned customers’ comprehension of bills, regularisation of amounts further to incorrect meter readings or adjustments to meter readings following meter failures.
Since 25 February 2016, the independence of the ENGIE Group’s Ombudsman has been confirmed: he has been accredited “Consumption Ombudsman” by the CECM or (State) Commission for Evaluation and Control of Mediation and his report meets the criteria set out in the French Consumer Code (Order of 20 August 2015). He is on the list of ombudsmen approved by the European Commission.
The 2018 recommendations of the ENGIE Ombudsman
Further to the various disputes he examines, the ENGIE Group’s Ombudsman makes recommendations to the ENGIE group entities concerned. These recommendations suggest areas for improvement in the handling of customers and their requests, in procedures and in the services offered. These are specified each year in the Ombudsman’s annual report. The Ombudsman then works with these entities to ensure his recommendations are followed through.
In 2018, the Ombudsman was able, based on the particular cases he encountered during his working year, to make 14 recommendations (vs 13 in 2017). They were discussed with the ENGIE Group business units concerned to ensure their implementation, as well as with consumer organisations. The details of the recommendations are presented in the activity report on the Ombudsman’s website.
The recommendations in the 2018 Annual Report are listed below :
- Recommendation 1: “Activate the electricity contract on an actual or customer meter reading”
Unit: ENGIE - Recommendation 2: “The supplier must state the nature (actual or estimated) of consumption displayed on the Cap EcoConso tool”
Unit: ENGIE & Gaz Tarif Réglementé - Recommendation 3: “The supplier must provide detailed training for advisers on the Cap EcoConso offer”
Unit: ENGIE & Gaz Tarif Réglementé - Recommendation 4: “With regard to door-to-door selling, the supplier must ascertain that its customers have the legal capacity to contract”
Unit: ENGIE - Recommendation 5: “On a bimonthly bill, the wording in the ‘Your billed usage’ box on the first page is incorrect in some cases”
Unit: ENGIE & Gaz Tarif Réglementé - Recommendation 6: “In cases of inheritance, tenancy in common or divorce, etc., the supplier must ascertain the legitimacy of the person requesting any action on a contract (opening, closing, changing)”
Unit: ENGIE & Gaz Tarif Réglementé - Recommendation 7: “Allow input of a foreign telephone number as contact number for a customer in the supplier’s information system”
Unit: ENGIE & Happ-e - Recommendation 8: “Inform suppliers of what arrangements to make vis-à-vis customers when changing an old meter that exceptionally was part of a faulty series (that underestimated the reading) and led to complaints”
Unit: GRDF & Enedis - Recommendation 8.1: “Inform suppliers of what arrangements to make vis-à-vis customers when changing an old meter that exceptionally was part of a faulty series (that underestimated the reading) and led to complaints”
Unit: GRDF - Recommendation 8.2: “Inform suppliers of what arrangements to make vis-à-vis customers when changing an old meter that exceptionally was part of a faulty series (that underestimated the reading) and led to complaints”
Unit: Enedis - Recommendation 9: “Shorten the time taken to respond to requests for information from the ENGIE Group’s Mediation team”
Unit: Enedis - Recommendation 10: “The supplier must specify the peak and off-peak hours on the bills sent to business customers”
Unit: Direction des Clients Professionnels (DCP) - Recommendation 11: “The supplier Happ-e should clarify the conditions for obtaining the sponsorship premium on its web site”
Unit: Happ-e - Recommendation 12: “The supplier must put in place actions to support customers during their contract if particular events impact on their billing”
Unit: ENGIE Entreprises & Collectivités - Recommendation 13: “The supplier must clearly inform the customer that he cannot obtain both an energy efficiency certificate premium and a loan at a preferential rate for the same equipment”
Unit: ENGIE Home Services - Recommendation 14: “If a boiler constantly breaks down in wintry conditions, whenever possible spontaneously propose alternative back-up heating solutions”
Unit: ENGIE Home Services
You can access the flick-through pdf by clicking on the following link: link.
2017 assessment and highlights
The number of mediations carried out within the ENGIE Group once again progressed: up 17% compared to 2016, rising from 339 to 395, all markets and business units combined. 93% of the mediations concerned B2C customers (private individuals) in the field of energy, or 366 applications out of the 395 received. As in 2016, the total number of applications to the Mediator increased in 2017, reaching 5,986 requests (up 94% compared to 2016 and 131% compared to 2015).
89% of B2C opinions issued during mediations were accepted by the parties and implemented. In addition, mediation is a process which is both fast and effective: the median case processing time was 59 days (requirement of law – order of 20 August 2015 in France – to process in less than 90 days), times to be compared with that of a judicial proceeding.
85% of applicants were satisfied with the Mediator’s action versus 75% in 2016. The improvement in satisfaction was mainly due to the commitment shown by the Mediation team to resolving the requests, while complainants were more demanding.
Once again this year, most of the requests received and mediation processes carried out concerned customers’ comprehension of bills, regularisation of amounts further to incorrect meter readings or adjustments to meter readings following meter failures.
Since 25 February 2016, the independence of the ENGIE Group’s Mediator has been confirmed: he has been accredited “Consumption Mediator” by the CECM or (State) Commission for Evaluation and Control of Mediation and his report meets the criteria set out in the French Consumer Code (Order of 20 August 2015). He is on the list of mediators approved by the European Commission.
The 2017 recommendations of the ENGIE Mediator
Further to the various disputes he examines, the ENGIE Group’s Mediator makes recommendations to the ENGIE group entities concerned. These recommendations suggest areas for improvement in the handling of customers and their requests, in procedures and in the services offered. These are specified each year in the Mediator’s annual report. The Mediator then works with these entities to ensure his recommendations are followed through.
In 2017, the Mediator was able, based on the particular cases he encountered during his working year, to make 13 recommendations (vs 11 in 2016). They were discussed with the ENGIE Group business units concerned to ensure their implementation, as well as with consumer organisations. The details of the recommendations are presented in the activity report on the Mediator’s website.
The recommendations in the 2017 Annual Report are listed below:
- Recommendation 1:“Nature of the reading (actual or estimated reading) not specified on the electricity bill”
Entity: Happe - Recommendation 2:“Systematically indicate the times of Full / Off Peak switchover times on the electricity bill”
Entity: Happe - Recommendation 3:“Inform the customer about the new amount of their monthly payment after they have terminated an energy supply in their dual contract (gas + electricity)”
Entity: ENGIE - Recommendation 4:“On a bi-monthly bill, the wording in the box on the first page ‘Your billed usage’ is incorrect in some cases”.
Entities: ENGIE & Gaz Tarif Réglementé - Recommendation 5:“When a FideloConso contract is changed to Vertuoz Habitat, the supplier must ensure the consistency of the readings transmitted to establish billing”
Entities: Businesses and Local Authorities - Recommendation 6:“For a common hold, make sure the managing agent is aware of the metering difficulties encountered by the distributor”
Entities: Businesses and Local Authorities - Recommendation 7:“Comply with the deadline for issuing the payment of compensation after the implementation of a mediation solution”
Entité : ENEDIS - Recommendation 8:“Provide information, for example on the suppliers FAQ, about the billing method associated with the M@ Relève offer”
Entities: ENGIE & Gaz Tarif Réglementé - Recommendation 9:“Ensure proper presentation of maintenance contracts when commissioning individual heating systems, when they are offered under a contract with a single-family home builder”
Entity: ENGIE Home Services - Recommendation 10:“Send a dedicated document (letter or e-mail) to the customer to inform them of the future renewal of their contract and their possibility of terminating it, for the maintenance contracts subscribed to within the overall framework of an agreement previously signed with a single-family home builder”
Entity: ENGIE Home Services - Recommendation 11:“Extend the practice of photographing the reading on the old meter during a change of meter (ditto for the procedure set up for smart meters)”
Entity: GRDF - Recommendation 12:“Improve customer information in the event of an incident on the network”
Entity: GRDF - Recommendation 13:“Develop procedures and communication around requests for premiums in the context of energy efficiency certificates”
Entities: ENGIE & Gaz Tarif Réglementé
You can access the flick-through pdf by clicking on the following link : lien.
2016 assessment and highlights
The number of mediations carried out within the ENGIE Group once again increased: up 11% on 2015, rising from 306 to 339, all markets and business units combined. 93% of mediations concerned B2C customers (private individuals) in the field of energy, or 317 of the 339 requests received.
After declining three years in a row (2013 to 2015), the total number of requests to the Mediator rose in 2016 to 3,093 (up 20% on 2015).
85% of the opinions issued during the mediations were accepted by the parties and implemented. In addition, mediation is a fast and efficient process: the median case processing time was 64 days (requirement of the law – order of 20 August 2015 in France – to process in less than 90 days), times to be compared with that of a judicial procedure.
75% of applicants were satisfied with the Mediator’s action versus 70% in 2015. The improvement in satisfaction was mainly due to the commitment shown by the Mediation team to resolving the requests, while complainants were more demanding.
Once again this year, most of the requests received and mediation processes carried out concerned customers’ comprehension of bills, regularisation of amounts further to incorrect meter readings or adjustments to meter readings following meter failures.
Since 25 February 2016, the independence of the ENGIE Group’s Mediator has been confirmed: he has been accredited by the Mediation Evaluation and Control Commission (CECM) as “Consumption Mediator” and his report meets the criteria set out in the French Consumer Code (Order of 20 August 2015). He is on the list of mediators approved by the European Commission.
After this report was published, the press reacted.
Consult articles published in the press by clicking the links below.
ENERPRESSE– 15/06/17> 20% rise in requests made to the mediator of Engie France.
20% rise in requests made to the mediator of Engie France.
On 13 June the Engie mediator Jean-Pierre Hervé submitted his 2016 annual report to Isabelle Kocher, the group’s Chief Executive Officer. The number of requests received by the mediator in 2016 was up 20% compared with the previous year (3,093 referrals). In parallel, the number of mediation cases rose by 11%. The average case handling time was 64 days (versus 67 in 2015), whereas the law fixes a maximum period of 90 days. “Once again this year, most of the requests received and mediation processes carried out concerned customers’ comprehension of bills, regularisation of amounts further to incorrect meter readings or adjustments to meter readings following meter failures,” states the press release. As far as outcomes are concerned, 85% of the solutions proposed by these mediation processes were accepted by the parties (92% in 2015) and implemented, while 75% of the complainants said they were satisfied with the mediator’s intervention (against 70% in 2015).
2016 recommendations of the ENGIE Group’s Mediator
Further to the various disputes he examines, the ENGIE Group’s Mediator makes recommendations to the ENGIE group entities concerned. These recommendations suggest areas for improvement in the handling of customers and their requests, in procedures and in the services offered. These are set out every year in the Mediator’s annual report. The Mediator then works with these entities to ensure his recommendations are followed through.
In 2016, the Mediator was able, based on the particular cases he encountered during his year of practice, to make 11 recommendations (versus 19 in 2015). They were discussed with the ENGIE Group business units concerned to ensure their implementation, as well as with consumer organisations. The details of the recommendations are also presented in the 2016 activity report.
You can access the flick-through pdf by clicking on the following link : lien.
2015 assessment and highlights
The number of mediations carried out within the Engie Group rose once more: up 54% on 2014, from 199 to 306, all markets and business units combined. 94% of these cases concerned private customers (B2C) in the field of energy. At the same time, the number of requests fell sharply, down from 4,301 in 2014 to 2,588 in 2015.
81% of the opinions issued during the mediations were accepted by the parties and implemented. In addition, mediation is a fast and efficient process since 68% of the files were the subject of an opinion within 60 days and 95% within 90 days (requirement of the law – order of 20 August 2015 in France).
Once again this year, most of the requests received and mediation processes carried out concerned customers’ comprehension of bills, regularisation of amounts further to incorrect meter readings or adjustments to meter readings following 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 was also the years of a major change in the regulatory framework for Mediation. The order of 20 August 2015 offered a regulatory framework for consumer mediation, by transposing the 2013 European Directive known as the directive on consumer ADR (Alternative Dispute Resolution), concerning the amicable settlement of disputes.
And on 25 February 2016,
(Mediation Evaluation and Control Commission), as a Consumption Mediator and 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 10 June, the Engie Group’s Mediator, Jean-Pierre Hervé, submitted his 2015 activity report to Isabelle Kocher, Chief Executive Officer of the Group.
2015 recommendations of the ENGIE Group’s Mediator
In 2015, the Mediator was able to make 19 recommendations based on the particular cases he encountered during his year of practice. They were discussed with the ENGIE Group business units concerned to ensure their implementation, as well as with consumer organisations.
These recommendations are as follows:
- Recommendation No. 1:“Continue improving explanations about consumption adjustment rules when meters are jammed”
- Recommendation 2:“Propose a form to be given to the consumer, explaining the procedure further to an accident on the network”
- Recommendation 3:“Reduce ENEDIS’s (ex-ERDF) response time in the mediation process”
- Recommendation 4:“Adjust the amount of compensation paid by ENEDIS (ex-ERDF) according to the loss or damage suffered by the complainant”
- Recommendation 5:“Refund damaged electrical appliances at their value as new if ENEDIS (ex-ERDF) is found to be liable”
- Recommendation 6:“Have the consumer service provide tariff advice for billing complaints”
- Recommendation 7:“Explain the line ‘adjusted consumption’ on the bill”
- Recommendation 8:“Explain rectified bills”
- Recommendation 9:“Sustain and improve good customer relations when collecting payment for disputed bills, in particular when collection of payments is outsourced”
- Recommendation 10:“At consumer service level, adapt the debt absorption plan to customer resources”
- Recommendation 11:“Handle energy efficiency certificate premiums at consumer service level”
- Recommendation 12:“Promote the renovation passport”
- Recommendation 13:“Improve the process of assessing the financial soundness of partners when contracts are renewed for membership of the ENGIE partners network, and provide customers with support if an ENGIE partner files for bankruptcy”
- Recommendation 14:“Remind ENGIE partners of the energy efficiency certificate filing rules and process energy efficiency certificate premiums at consumer service level”
- Recommendation 15:“Improve information intended for stakeholders (tenants and owners of dwellings, managing agents or landlords) regarding the FideloConso offer, and more particularly concerning their responsibilities”
- Recommendation 16:“Better contract monitoring for buildings under FideloConso contracts”
- Recommendation 17:“Develop consumer adviser alert tools in cases where FideloConso and Vertuoz Habitat bills are issued irregularly”
- Recommendation 18:“Take appropriate commercial measures if the automated meter reading service fails for the FideloConso offer”
- Recommendation 19:“Continue the process of improving the possibility of referring the case to the Mediation service and of satisfying the customer”
You will find in this document a set of examples of mediation solutions in 2015.
2014 assessment and highlights
4,301 requests were made to the Mediator in 2014,
Of which 4,102 were referred to the customer service departments of the various divisions and subsidiaries concerned and 199 were taken up by the Mediator as a last resort.
A majority of these requests again concerned domestic customers, but new disputes were handled: suppliers of Group entities, B2B customers of service subsidiaries…
Given the elements of the first half, 2015 will follow the same trend as 2014, i.e. a decrease in applications, but an increase in disputes handled by the Mediator, particularly related to the effective expansion of the Mediator’s scope of intervention to entities that did not previously mention this possibility of amicable settlement to their customers and interlocutors
