Mediation at a glance

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

0

fall in mediation cases compared to 2020.

Acceptance

0 %

of solutions proposed were accepted and implemented by the parties.

Duration

0
days

this was the average mediation time in 2020 for ENGIE Mediation.

Number of requests

0

requests received at ENGIE Group’s Mediation in 2018.

Online requests

0 %

of requests for mediation were made online.

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.

Trend in the percentage of referrals via the online form

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

This was twice as many as in 2016. 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.

Trend in the percentage of referrals via the online form