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• About mediation
  • Annual reports
    • Recommandation 11 : « ENGIE Home Services, improving customer satisfaction».
    • Recommandation 4: « Recommendation 4: “On a bimonthly bill, the wording in the box on the first page ‘Your billed usage’ is incorrect in some cases”estrielle, le libellé dans le pavé de la première page ‘ Vos consommations facturées ‘ est incorrect dans certains cas »
    • Recommendation 10: “Individualized heating costs offer (IFC) ”
    • Recommendation 10: “Send a dedicated document (letter or e-mail) to the customer to inform them of the future renewal of their contract and their possibility of terminating it, for the maintenance contracts subscribed to within the overall framework of an agreement previously signed with a single-family home builder”
    • Recommendation 11: “Extend the practice of photographing the reading on the old meter during a change of meter (ditto for the procedure set up for smart meters)”
    • Recommendation 12: “Improve customer information in the event of an incident on the network”
    • Recommendation 13: “Develop procedures and communication around requests for premiums in the context of energy efficiency certificates”
    • Recommendation 1: “Allow customers resident abroad to be called for an appointment”
    • Recommendation 1: “Nature of the reading (actual or estimated reading) not specified on the electricity bill”
    • Recommendation 2: “Indicate the off-peak hours/peak hours switchover on the electricity bill”
    • Recommendation 2: “Memorize meter details when changing the meter. ”
    • Recommendation 3: “Inform business customers of their conversion factor”
    • Recommendation 3: “Inform the customer about the new amount of their monthly payment after they have terminated an energy supply in their dual contract (gas + electricity)”
    • Recommendation 4: “Remind the payment collection providers that they should avoid chasing up customers whose complaints are being handled at consumer service level or by the Mediation department”
    • Recommendation 5: “When a FideloConso contract is changed to Vertuoz Habitat, the supplier must ensure the consistency of the readings transmitted to establish billing”
    • Recommendation 5:“Take into account debt write-off plans in the final settlement bill”
    • Recommendation 6: “Create a status/header in the letter sent by the platform that informs the beneficiaries of social tariffs: TPN or TSS ”
    • Recommendation 6: “For a common hold, make sure that the managing agent is aware of the metering difficulties encountered by the distributor”
    • Recommendation 7: “Bill payment insurance”
    • Recommendation 7: “Respect the timescale for issuing the payment of compensation after the implementation of a mediation solution”
    • Recommendation 8: “Improve the TSS renewal process for collective heating by harmonizing ENGIE procedures with those of the platform concerned”
    • Recommendation 8: “Provide information, for instance, on the suppliers FAQ, concerning the billing method associated with the M@ Relève offer”
    • Recommendation 9: “Ensure proper presentation of maintenance contracts when commissioning individual heating systems, when they are offered under a contract with a single-family home builder”
    • Recommendation 9: “Issue a receipt when a customer settles his Happ-e  bill online by credit card”
  • ENGIE Group’s Mediation
  • External relations
    • Consumers organizations
    • Partnership of the ENGIE Group Mediator with the MNE
    • Partnership with the EEMG (European Energy Mediator Group)
    • Partnerships with law universities
  • Partnership of the group mediation’s service with the company KPAM
  • Partnership with Altereos
  • The Mediator and his team
  • The Mediator’s 2017 annual report
    • Assessment and highlights of the 2014 report
    • Assessment and highlights of the 2015 report
      • Recommendation 10:“At consumer service level, adapt the debt absorption plan to customer resources”
      • Recommendation 11:“Handle energy efficiency certificate premiums at consumer service level”
      • Recommendation 12:“Promote the renovation passport”
      • Recommendation 13:“Improve the process of assessing the financial soundness of partners when contracts are renewed for membership of the ENGIE partners network, and provide customers with support if an ENGIE partner files for bankruptcy”
      • Recommendation 14:“Remind ENGIE partners of the energy efficiency certificate filing rules and process energy efficiency certificate premiums at consumer service level”
      • Recommendation 15:“Improve information intended for stakeholders (tenants and owners of dwellings, managing agents or landlords) regarding the FideloConso offer, and more particularly concerning their responsibilities”
      • Recommendation 16:“Better contract monitoring for buildings under FideloConso contracts”
      • Recommendation 17:“Develop consumer adviser alert tools in cases where FideloConso and Vertuoz Habitat bills are issued irregularly”
      • Recommendation 18:“Take appropriate commercial measures if the automated meter reading service fails for the FideloConso offer”
      • Recommendation 19:“Continue the process of improving the possibility of referring the case to the Mediation service and of satisfying the customer”
      • Recommendation 2:“Propose a form to be given to the consumer, explaining the procedure further to an accident on the network”
      • Recommendation 3:“Reduce ENEDIS’s (ex-ERDF) response time in the mediation process”
      • Recommendation 4:“Adjust the amount of compensation paid by ENEDIS (ex-ERDF) according the loss or damage suffered by the claimant”
      • Recommendation 5:“Refund damaged electrical appliances at their value as new if ENEDIS (ex-ERDF) is found to be liable”
      • Recommendation 6:“Have the consumer service provide tariff advice for billing complaints”
      • Recommendation 7:“Explain the line ‘adjusted consumption’ on the bill”
      • Recommendation 8:“Explain rectified bills”
      • Recommendation 9:“Sustain and improve good customer relations when collecting payment for disputed bills, in particular when collection of payments is outsourced”
      • Recommendation no. 1:“Continue improving explanations about consumption adjustment rules when meters are jammed”
    • Assessment and highlights of the 2016 report
      • One Mediation case:“Application of reassessment within 14 months as required by the energy transition law.”
    • The Mediator’s annual report
  • The Mediator’s remit
  • The specificity of ENGIE Mediation
    • The eight values of the ENGIE Group’s Mediation process
    • The engie group’s mediation charter
    • The ENGIE Group’s Mediator’s ecosystem
• Alter Eos
• Consumer Mediation (with consumers)
• Discovering mediation
  • En savoir plus sur le Médiateur
  • More about the Mediator
  • The Mediator participates in the development of mediation in France, in Europe and in the rest of the world
  • The remit of the Mediator
• Eligibility of an application
• Handling an application
• Home
• Independence and powers of the Mediator
  • The companies that have chosen the ENGIE Group Mediator
• Independence of the Mediator
• Latest news
• Legal notice
• Mediation at a glance
• Mediation, a win-win process
• Partnership of the Club of Public Service Mediators
• Partnerships with consumer organizations
• Principles and processes used by ENGIE Group’s Mediation to achieve mediation between companies
• Recommandation 1-2018
• Recommandation 10-2018
• Recommandation 11-2018
• Recommandation 12-2018
• Recommandation 13-2018
• Recommandation 14-2018
• Recommandation 2-2018
• Recommandation 3-2018
• Recommandation 4-2018
• Recommandation 5-2018
• Recommandation 6-2018
• Recommandation 7-2018
• Recommandation 8-2018
• Recommandation 8.1-2018
• Recommandation 8.2-2018
• Recommandation 9-2018
• Result of mediations
• Sitemap
• Submit your case to the mediator
  • Satisfaction of the claimants
  • Submit a matter to the mediator
  • Treatment of a complaint
    • Principles and processes used by ENGIE Group’s Mediation to achieve mediation between companies
    • The Mediation process if you are a company
    • The mediation process if you are a consumer
• The criteria for the independence of the Mediator
• The Mediator’s training

Posts by category

• Category: Latest news
  • The EEMG in Brussels for its annual meeting !
  • A guide to mediation published by MEDEF for its members
  • The FEVAD Mediator and the ENGIE Group’s Mediator sign a partnership agreement
  • The Mediator of the ENGIE Group publishes his 2016 annual report.
  • Implementation of the European Dispute Resolution Platform (RLL – ODR) and its consequences for companies conducting their business with consumers online
  • EEMG Processes and recommendations
  • A Mediation guideline addressed to GRDF in the case of a grid damage
  • The merits of company mediation
  • Category: Consumers
    • Own consumption: competent Mediation
    • The ENGIE Group’s Mediation service, representing the EEMG (European Energy Mediators Group), participated in the London Forum
    • Mediator Jean Pierre Hervé interviews the head of the ECC France
    • Since the creation of his web site, the ENGIE Group’s Mediator has been increasingly contacted through this channel
    • The satisfaction of claimants who have referred their cases to the ENGIE Group’s Mediation service
    • “Achieve further improvements in explaining the rules for usage adjustment following meter blocking”
  • Category: Legal
  • Category: Mediation
    • The ENGIE Group Mediation Satisfaction Survey
    • The ENGIE Group’s Mediator attends the 1st workshop on mediation organized by the Club of the Mediators of services to the Public
    • The ENGIE Mediator and his team attend a training session called “how to properly handle an annoyed claimant”
    • Mediator of the group ENGIE publishes his 2015 Annual Report
    • A mediation case resolved by the ENGIE Mediator
    • ENGIE Mediator has been certified as “Consumption Mediator”
    • New Club conference on October 28, 2015
• Category: Uncategorized

Faq

• My problem is similar to a case set out in the annual report. Why is the conclusion different?
• Am i obliged to accept the mediation solution?
• How can i know whether the Ombudsman's conclusion is advantageous to me?
• On what criteria is the Ombudsman's solution based?
• Why is a solution confidential?
• What is fairness?
• What is a successful mediation process?
• How does a mediation procedure unfold?
• What is the role of the Ombudsman?
• What is a referral?
• What is a dispute?
• Why refer a dispute to a Ombudsman?
• What is the remit of ENGIE's Ombudsman?
• What is the mediation?
• Is the Ombudsman impartial?
• What guarantees the Omubudsman's independence?
• What purpose do the ENGIE Group Ombudsman's recommendations serve?
• What is the basis for the Ombudsman's recommendations?
• When should i submit a matter to the Ombudsman?
• Can i submit my case to the Ombudsman?
• What is the Ombudsman's annual report?
• Why does the Ombudsman publish-an annual report?
• Who is the ENGIE Group's Ombudsman?
• What is the order of 20 august 2015?
• How do i know whether the Ombudsman has the authority to deal with my dispute?

Faq - rubriques

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• Submit a matter to the Mediator
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