Requests that fall outside the Mediator’s remit are immediately referred on to the relevant departments of the ENGIE entity concerned.
For mediation cases, the Mediator proceeds as follows to handle the complaint:
1 – He assigns the complaint to a mediation officer in his team, who is the single contact for the claimant throughout the mediation process;
2 – The latter contacts the parties (the complainant and the latter’s opposing party, i.e. most of the time the complainant and the representative of the company the dispute concerns), mostly by telephone, to ascertain that they understand the principles and values of mediation and accept them,
3 – He asks each party to produce the evidence he needs to carry out a comprehensive and independent analysis,
4 – When he is nearing a conclusion, he submits it to the Mediator, along with the supporting documents.
The Mediator then proposes a legal and fair solution, including any related compensation.
5 – The solution is presented to the parties, who decide, after an exchange of views and possible objections, whether or not they accept it,
6– The Mediator then ratifies his mediation solution and ensures it is implemented (whenever necessary) by the party concerned.
The Mediator has introduced a complainants satisfaction survey.