The Group’s Mediation process guarantees fast and personalised processing of each request, thanks to a single point of contact, through to implementation of the fair and legal solution proposed by the Mediator.
The Group’s Mediation process guarantees fast and personalised processing of each request, thanks to a single point of contact, through to implementation of the fair and legal solution proposed by the Mediator.
Mediation at a glance
Making an application online permits faster processing, and gives you access to an online account to monitor progress of your case. Each complainant also benefits from personalised support by telephone throughout the Mediation process, as part of an explanatory approach.
Acceptance
The solutions have all been implemented. The Mediation team works actively to ensure that the parties reach a fair and legal agreement. And it monitors their implementation.
Durée
Ce délai est à comparer avec celui, long, d’une procédure devant la justice. La médiation est une alternative à la justice mais pas une alternative aux réclamations.
Number of requests
Many requests arrive too early: the eligibility criteria defined in the French Consumer Code are strict: applicants must have first contacted the complaints services of the ENGIE company, in accordance with the provisions of their contract. Mediation is not intended to replace customer services: it is a last resort.
Online requests
Making an application online permits faster processing, and gives you access to an online account to monitor progress of your case. Each complainant also benefits from personalised support by telephone throughout the Mediation process, as part of an explanatory approach.