To submit a matter to the Ombudsman for ENGIE Group, you must meet the following conditions:
- you must first have submitted a written complaint to the customer or consumer services of the relevant ENGIE entity, according to the procedures specified in your contract.
- And you must be dissatisfied with the answer provided
or have received no response from the relevant ENGIE subsidiary for more than two months.
In order for the Ombudsman for the ENGIE Group to assess the eligibility of your referral, you must provide all documents related to your dispute that are necessary for its analysis:
- Invoice(s) (front and back) or the disputed contract.
- The latest written response received from the relevant entity.
- Your letter clearly stating the subject matter of the dispute.
- Your full contact details (place of consumption, customer reference number, telephone number, email address, etc.).
Without these documents, your case may be deemed inadmissible for mediation.
You can submit your mediation request:
via the Internet by filling out the online form:
It’s easy, free of charge and quick.
You may submit your request within minutes, using your computer or smartphone: you can simply photograph all necessary documents and upload them directly with your submission.
You can attach all the supporting evidence required for your case.
By postal mail: you may send your complete file, including all supporting documents listed above, by regular mail to the following address:
LA MEDIATION POUR LE GROUPE ENGIE
– TSA 27601 –
59973 Tourcoing Cedex
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 Ombudsman for ENGIE Group 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