Since the creation of his post in 1999, the ENGIE Group’s Ombudsman has sought to communicate about his activity by publishing a milestone report. This is one of the guarantees of the accountability of his activities, one of the values of the ENGIE Group’s Mediation service.
Furthermore, in accordance with the Consumer Code, the report includes the following elements:
The annual milestone report is an effective way of continually improving the processes of companies for which the Ombudsman intervenes: on the basis of the disputes he has handled in the year, the Ombudsman makes recommendations on how the companies concerned can improve their processes and thereby avoid similar disputes recurring.
It is one of the strengths of consumption mediation that other “conventional” ombudsmen do not have.