Submit a matter to the mediator

To submit a matter to ENGIE’s Mediator, you should first have submitted your dispute in writing to the customer or consumer services of the ENGIE entities concerned, according to the procedures specified in your contract. And you have still to be dissatisfied with the answer provided or not have received any answer from the supplier for 2 months.

In order to determine effectively if your petition qualifies for mediation, please send us all the particulars relating to your dispute, as we need to analyse them:
– Disputed bill(s) (both sides) or contract.
– The latest written answer you have received from the entity concerned
– You letter stating the precise nature of the dispute
– Your full contact details (place of usage, customer reference number, telephone number, e-mail address, etc.)
Without them, your case may be deemed inadmissible for mediation.

You can write to him:

via the Internet by filling out the following form:
It’s easy, free of charge and quick.

You can attach all the supporting evidence required for your case.

By second-class post, together with all the documents supporting your case
ENGIE
COURRIER DU MEDIATEUR
– TSA 27601 –
59973 Tourcoing Cedex

By clicking on this link, you will read the terms and conditions governing our website, in order to respect the applicable regulations relating to the use of personal data by third parties. We kindly ask you to return the following form, duly signed and completed, along with your application. Without this agreement, we won’t be able to process your application.

Another alternative:

In accordance with decree no. 2015-1382 of 30 October 2015 on the mediation of consumer disputes, and for any dispute concerning a purchase made online (via the Internet), any consumer, including consumers not resident in France, can refer their complaint to the ENGIE Group’s Mediator via the European online dispute resolution platform as provided for by Regulation (EU) no. 524/2013 of the European Parliament and of the Council of 21 May 2013 on online dispute resolution for consumer disputes.

 

To access the platform, click here

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