Is the Ombudsman impartial?

Yes, that is always a constant objective, and impartiality is for that matter inscribed as one of the 8 core values of Mediation.

The Ombudsman does not take sides, either with the company or with the claimant; he analyses the facts, the causes of the dispute, he determines the responsibilities of the parties, he abides by the rules of law in the solutions he proposes.

The Ombudsman’s impartiality is gauged in the light of the proposed solutions, the percentage of disputes resolved by amicable agreement (90% in 2018) and by his annual milestone report.

See the notion of impartiality, one of the 8 core values, and the mediation charter, which sets out the conditions for amicable settlement within the ENGIE Group.