Personal data information

Information on the Processing of Personal Data by the Ombudsman for ENGIE Group 

1. Data Controller 

The personal data processing activities described below are carried out by:  The Ombudsman for ENGIE Group, located at 1 Place Samuel de Champlain, 92930 Paris La Défense Cedex, France. 

2. Processing No. 1: Management of requests submitted to the Ombudsman for  ENGIE Group  

Purpose of the processing 

This processing aims to manage and investigate requests submitted to the Ombudsman for ENGIE Group in the context of a complaint related to an entity of the ENGIE Group in France. 

Legal basis

The processing is based on the consent of the applicants. This consent is collected via a checkbox on the page preceding the request submission form. 

Personal data processed 

The following data are collected through the form completed on this website: 

  • Identity: last name*, first name* 
  • Contact details: personal (postal address of the applicant and of the dispute if different*, personal phone number, personal email*) or professional (professional phone number*, professional email*) 
  • Proof of the complaint submitted to the relevant entity* 
  • Identifiers: customer reference number 
  • Invoices related to the dispute 
  • Contract information: type of energy or service involved*, subscribed offer*, type of applicant*, relevant ENGIE Group entity* 
  • Other: summary of the dispute*, expectations regarding the mediation 
  • Any other data provided by the applicant or ENGIE to support the case, such as: housing information (occupancy status, number of residents, type of residence, surface area, heating energy used, etc.) 

Fields marked with an asterisk (*) are mandatory to initiate and proceed with the mediation. Without these data, the Ombudsman for ENGIE Group cannot process the case, and mediation will be refused or discontinued. 

Recipients of the data 

  • The ENGIE entity concerned by the dispute, in order to provide its response. Furthermore, when a case is deemed ineligible for mediation, it is still transferred to the relevant ENGIE entity to enable a response from its customer service department, in accordance with the eligibility procedure. 
  • Energy distributors (gas, electricity), if applicable 
  • Subcontractors of the Ombudsman for ENGIE Group:  
    • Easiware: SaaS software for managing mediation requests 
    • Altereos: document digitization 
    • Almavia: third-party application maintenance service for the Easiware solution 

Data Retention Period 

Personal data are retained for three years from the date of the last action taken on the case.

3. Processing No. 2: Satisfaction surveys

Purpose of the processing 

To implement a mechanism for evaluating the satisfaction of applicants regarding the effectiveness of the Ombudsman for ENGIE Group, with the aim of improving the service provided by the Ombudsman for ENGIE Group. The results are included in annual reports and effectiveness reports, which are regulatory documents in accordance with the provisions of the French Consumer Code. 

Legal basis 

The legal basis for this processing is the legitimate interest of the Ombudsman for ENGIE Group in improving its service and producing effectiveness reports. 

Personal data processed 

  • Last name, first name, e-mail address 
  • Survey responses (6 rating questions and one open comment field) 

Participation in these surveys is entirely optional and has no impact on the handling of your dispute. 

Method of collection 

  • A survey is sent by phone or e-mail at the time the case is closed. 

Recipients of the data 

  • Ombudsman for ENGIE Group’s Team: only authorized personnel within the internal information system of the Ombudsman for ENGIE Groupe will have access to your responses. 
  • Subcontractors 
    • Easiware (case management system, also used to manage satisfaction surveys) 
    • Almavia (third-party application maintenance service for the Easiware solution) 

Data retention period 

Survey data are deleted three years after the last action on the case.

4. Data transfers outside the EU

In the context of the two aforementioned processing activities, the subcontractor Easiware uses two sub-processors: SendGrid (Twilio) and AWS, located outside the European Union. 
Twilio and AWS, both established in the United States, are certified under the Data Privacy Framework (DPF). 
In accordance with the adequacy decision adopted by the European Commission on 10 July 2023 regarding the United States, these transfers benefit from an adequate level of protection and therefore do not require the implementation of additional transfer instruments or safeguards.

5. Your rights

In accordance with the General Data Protection Regulation (GDPR), you have the right to: 

  • Access your personal data 
  • Object to processing based on legitimate interest 
  • Request the rectification of inaccurate data 
  • Request the erasure of your data 
  • Request the restriction of processing 

You also have the right to lodge a complaint with the data protection authority (CNIL) via this link or by postal mail at the following address: 
Commission nationale de l’informatique et des libertés – Service des plaintes, 3 place de Fontenoy, TSA80715, 75334 PARIS CEDEX 07 

To exercise your rights, you may contact: 

  • By e-mail: mediateur-engie@engie.com 
  • By postal mail: 
    Médiation pour le Groupe ENGIE 
    1, place Samuel de Champlain 
    92930 PARIS LA DÉFENSE CEDEX 7 

Please include your full contact details and the reference number of your mediation case.