Highlights in 2024 include an unprecedented satisfaction rate, despite the extended energy crisis
- A 12% decrease in the number of mediations compared with 2023, but an 80% increase on 2022;
- The overall volume of mediations remained equivalent to the record level in 2023, due to cases carried over from the previous year (1,060 mediations);
- A high level of referrals from small businesses, with volumes stable compared with 2023, but up 140% over two years;
- Continued growth in online referrals, up 28% over two years.
While the energy crisis continued over the first three quarters, the Ombudsman achieved an exceptional satisfaction rate (97%) and returned to the very good success rate of pre-crisis mediations (87%).
Detailed results of the Ombudsman’s activity in 2024
In 2024, the Ombudsman received 2,198 referrals from private individuals, down 11% on 2023 (2,457 referrals).
The number of referrals from private individuals that were eligible for mediation fell by 15% to 662 (compared with 782 in 2023 and 393 in 2022). Taking all categories together (individuals and businesses), 852 referrals eligible for mediation were recorded, down 12% compared with 2023 (973), but up sharply on 2022 (an 80% increase on the 473 mediations in that year).
Most disputes arose out of the renewal of contracts: incorrectly estimated monthly payments, and price increases on offers initially announced as fixed, in connection with the phasing out of the energy price cap introduced by the French government.
The number of complaints regarding contract termination fees also remained high. Professionals who took out fixed-price contracts at the height of the crisis saw termination as a way to take advantage of the fall in market prices.
Quality requirements fully upheld
Despite the increased pressure on claimants, the quality of the mediation process was maintained:
- 87% of the solutions proposed were accepted and implemented;
- 97% of claimants said they were satisfied with the Ombudsman ’s work, a satisfaction rate never before achieved, mainly due to the Mediation office’s continued grassroots approach and commitment.
The average time taken to complete mediation for private individuals was 77 days, an increase of 14 days compared with 2023. This is still well below the 90 day limit set by the French Consumer Code.
Two recommendations shared with ENGIE subsidiaries
In 2024, the Ombudsman issued two recommendations(2) based on the lessons learned from mediation carried out during the year. Each suggests several areas for improvement in complaint handling and in achieving a lasting reduction in the volume of disputes referred to mediation. The recommendations have been discussed with the relevant ENGIE Group operating subsidiaries and with consumer associations.
The Mediation office will be working with these subsidiaries to ensure that the recommendations are implemented.
Details of these recommendations can be found in the activity report
- for consumers, on the website: https://www.mediateur-engie.com/annual-reports/
- for professionals, on the ENGIE website: Mediation basics | ENGIE.
Changes to the website: accessibility improved and security maintained
The development of a referral form optimised for smartphones has greatly facilitated access to the service, contributing to a significant rise in online referrals, from 30% in 2022 to 58% in 2024.
At the same time, the Mediation office has maintained a high level of IT security, consolidated since 2022, guaranteeing the confidentiality and reliability of exchanges via the platform.
Outlook for 2025
The ENGIE Group Ombudsman has reaffirmed his goals:
- He will continue to independently carry out his dispute resolution functions to the highest possible quality and performance levels. He will ensure that each claimant is treated individually and satisfactorily, while respecting the law and the principle of fairness, which are the basis of successful mediation.
- He will continue to enhance the Mediation website to provide comprehensive information tailored to the needs of claimants.
- At the same time, he will continue to provide functional support to Group subsidiaries, to encourage the development of amicable dispute resolution within ENGIE.
(1) Two recommendations, one for ENGIE entities that deal with consumers and one for ENGIE entities that deal with professionals
