The mediation process between an individual consumer and the ENGIE company is regulated and specified in the French Consumer Code, which stipulates, since August 2015, in application of a 2013 European Directive known as the directive on consumer ADR (Alternative Dispute Resolution), that mediation must be proposed by a company to its customers, free of charge.
The regulatory provisions governing the mediation process are specified in Articles L 611-1 to L 641-1, and Articles R 612-1 to R 616-2 of the French Consumer Code.
ENGIE Group’s Mediation service strictly follows these provisions. To this end, a detailed process (20 pages) has been drawn up by the Consumer Mediator for ENGIE Group, which you can read by clicking on the following link: ENGIE Group’s Mediation Process.
You will find below the 7 stages of this process presented in a simplified and summarised form.