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The ENGIE group’s mediator’s ecosystem

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ENGIE Group's Mediation

To carry out his mission, the Ombudsman for the ENGIE Group is at the heart of an ecosystem that integrates multiple stakeholders to resolve disputes, advise subsidiaries, promote best practices, and train the Mediation's team.

Consumer Mediation
for the ENGIE Group

Claimants

Client
Individuals or businesses request mediation
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Mediators in the energy sector (EDF Group Mediator, National Energy Mediator)
Receive some mediations based on each specific field of expertise. Share best practices.
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Mediators

Mediators associations
Consult and are consulted regularly. Share best practices.
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Médiateurs dans le domaine de l'énergie (Médiateur du Groupe EDF, Médiateur National de l’Énergie)
Reçoivent certaines médiations en fonction du champ de compétences de chacun. Partagent les bonnes pratiques.
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REGULATORY ACTORS

Consumer Mediation Control and Evaluation Commission (CECMC)
Evaluates, approves, controls. Is informed through the annual report.
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European Commission and French State
Regulate and promote mediation
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TRAINING PROGRAMS

Law faculties, IGPDE, ENM, ENGIE services
Are trained and informed by the Ombudsman
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Training organizations
The Institute of Public Management and Economic Development (IGPDE), the National Conservatory of Arts and Crafts (CNAM), the Club of Public Service Mediators (CMSP), and the Center for Teaching Amicable Dispute Resolution (CEMA) form the Mediation team.
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ENERGY ACTORS AT ENGIE

Suppliers and distributors, energy suppliers of the ENGIE group, energy distributors (GRDF, ENEDIS), energy-related services suppliers of the ENGIE group
Are asked to deliver information on disputes to contribute to mediations. Benefit from the Ombudsman’s progress recommendations.
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Other European subsidiaries of the ENGIE group
Are informed about the usefulness of local mediation and receive advice on improvements to be made to their sales and customer relationship processes.
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