ENGIE Group’s Mediation regularly raises its profile to enable consumers to exercise their rights. Mediation is referenced on suppliers’ websites, on energy contracts, on bills, on footers in responses to suppliers’ complaints, and, of course, thanks to the Mediator’s website
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.
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.
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.
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