Eligibility of an application

Eligibility of an application

All matters referred to the Mediator are studied to ascertain whether or not they qualify for mediation.

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All matters referred to the Mediator are studied to ascertain whether or not they qualify for mediation.

All requests for the attention of the ENGIE Mediator must be made either by e-mail, or by completing his form online.  They are analysed to:

check if the dispute concerns an ENGIE Group entity; if not, he shall so inform the complainant and, with their consent, he shall forward it, where possible, to the mediator concerned,

 check if all conditions of eligibility provided for by the French Consumer Code (Article L 612-2) are met. In particular, whether the complainant has indeed contacted the appropriate department in the company or ENGIE Group entity concerned, as provided for by the contract between the customer and the entity.

 check if the complainant has obtained an answer from that company or entity, to the complaint they have made. Please note that if no answer is forthcoming within 2 months of the written complaint, and in accordance with the complaints handling procedure set out in the contract, the complainant’s case qualifies for ENGIE Group’s mediation.

When the complainant has not directly contacted the company concerned, before referring the matter on to the Mediator, the said company forwards the complaint to the relevant department and informs the complainant of the procedure that will be followed to handle their complaint:

1 – it is the company that will furnish a response,

2 – if this response is deemed unsatisfactory, the complainant can refer the matter either to the higher complaint body within the company in question, as provided for in the contract, if such exists, or, if necessary, to Mediation (either by e-mail or via the online form). This possible higher body and its contact details will then be mentioned in the answer.

For the record, as stated in article L. 612-2 of the French Consumer Code, the following complaints cannot qualify for mediation:

those for which the customer is unable to demonstrate having made previous attempts to resolve their dispute directly with the company or department concerned in the Group by means of a written complaint in the manner provided for, if any, in the contract.
In this case, the Mediator redirects this complaint to the appropriate department. If no answer is forthcoming after 2 months, the case qualifies for ENGIE Group’s mediation, if the complainant so requests,

those that are clearly unfounded or unjustified,

those that have already been handled or are currently being handled by another mediator, particularly the National Energy Ombudsman,

those for which over a year has elapsed since the last complaint was made to the supplier,

those which have already been handled by a court or are in the process of being so,

those that do not come under his remit,

In such cases, he refers them on to the appropriate mediator and so informs the customer.

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