{"id":28696,"date":"2026-06-22T10:28:49","date_gmt":"2026-06-22T08:28:49","guid":{"rendered":"https:\/\/www.engie.com\/?post_type=articles&#038;p=28696"},"modified":"2026-06-22T15:12:23","modified_gmt":"2026-06-22T13:12:23","slug":"the-ombudsman-for-the-engie-group-publishes-her-2025-annual-report","status":"publish","type":"articles","link":"https:\/\/www.engie.com\/en\/mediation\/the-ombudsman-for-the-engie-group-publishes-her-2025-annual-report\/","title":{"rendered":"The Ombudsman for the ENGIE Group publishes her 2025 annual report"},"content":{"rendered":"\n\n<div id=\"block_94ddc7ff75596641374c0a1990285952\" class=\"cp-edito-herobanner relative teq-container  noBg z-0 !pt-[115px] lg:!pt-[150px]\">\n    <!--<div class=\"auras-bg  w-screen left-1\/2 -translate-x-1\/2\" data-color=\"soft\"><\/div>-->\n    <div class=\"teq-grid relative z-0\">\n        <div class=\"col-span-12  px-0 lg:col-start-2 lg:col-span-10 hero-top\">\n\n            <div class=\"teq-grid\">\n                <div class=\"col-span-12 desktop-only  \">\n                    <nav role=\"navigation\" aria-label=\"breadcrumb\" class=\"mb-24 cp-breadcrumb desktop-only\">\n            <ol id=\"custom-breadcrumb\" class=\"nj-breadcrumb\"><li class=\"nj-breadcrumb__item\"><span><a href=\"https:\/\/www.engie.com\/en\/\" class=\"nj-link nj-link--sm nj-link--grayed nj-link-icon\">\n        <span aria-hidden=\"true\" class=\"material-icons\">\n            home\n        <\/span>\n        <span class=\"nj-sr-only\">\n            Home\n        <\/span>\n     <\/a><\/li>  <li class=\"nj-breadcrumb__item\"><a href=\"https:\/\/www.engie.com\/en\/mediation\/\">Mediation<\/a><\/li>  <li class=\"nj-breadcrumb__item\" aria-current=\"page\">The Ombudsman for the ENGIE Group publishes her 2025 annual report<\/li><\/span><\/ol>    <\/nav>                <\/div>\n            <\/div>\n\n                            <div class=\"title mt-4\">\n                    <h1 data-trad class=\"nj-heading--2xl nj-weight--bold flex flex-col \">\n                        <p>The Ombudsman for the ENGIE Group publishes her 2025 annual report<\/p>\n                    <\/h1>\n                <\/div>\n            \n            <div class=\"infos flex flex-wrap items-center gap-16 mt-32\">\n\n                                    <div class=\"tags flex flex-wrap gap-8 items-center\">\n                        <div class=\"nj-tag nj-tag--sm bordered nj-tag--ultramarine\">\n    <p class=\"nj-tag__text force-dark\" data-trad>\n        Group    <\/p>\n<\/div>\n    <!--\n    <div class=\"nj-tag\">\n        <p class=\"nj-tag__text\">tag<\/p> <span aria-hidden=\"true\" class=\"nj-tag__icon nj-icon-material material-icons\">check<\/span>\n\n    <\/div>\n    -->\n\n                    <\/div>\n                \n                                    <div class=\"time flex gap-4 items-center whitespace-nowrap nj-color--signature\">\n                        <span aria-hidden=\"true\" class=\"material-icons nj-icon-material nj-icon-material--blue\">schedule<\/span>\n                        <span data-trad>Published on<\/span> <span class=\"lowercase\" data-trad> 22 Jun. 2026<\/span>\n                    <\/div>\n                \n                                    <div class=\"link\">\n\n                        <a href=\"https:\/\/www.engie.com\/app\/uploads\/2026\/06\/The-Ombudsman-for-the-ENGIE-Group-publishes-her-2025-annual-report.pdf\" target=\"_blank\" class=\"nj-link nj-link-icon nj-link-icon--before whitespace-nowrap\">\n                            <span aria-hidden=\"true\" class=\"material-icons\">save_alt<\/span>\n                            <span data-trad>Download release<\/span><span class=\"nj-text--xs\"> (<i style=\"text-transform: uppercase; font-style: normal\">pdf<\/i>  219 Ko)<\/span>\n                        <\/a>\n                    <\/div>\n                            <\/div>\n        <\/div>\n    <\/div>\n    <div class=\"teq-grid  lg:mt-80 relative w-[100vw] left-1\/2 !pb-0 -translate-x-1\/2 toPin px-0 z-10\">\n        <div class=\"img col-span-12 nj-bg--dark mt-8 lg:mt-0 relative\">\n            <div class=\"nj-fluid-progress-bar absolute -top-[6px] left-0 w-[90%] lg:w-[75%]\"><\/div>\n                        <div class=\"flex justify-center items-center w-full nj-bg--ultramarine py-0 lg:py-[164px] lg:h-screen media-c\">\n                <div class=\"w-full h-full lg:h-screen overflow-hidden\">\n                    <div class=\"w-full h-full lg:h-screen overflow-hidden relative\">\n\n                                                    \n                            <picture class=\"block w-full h-full scale-[1.3] media scale-125 \" style=\"margin:  0 auto\">\n                                <source media=\"(max-width: 767px)\"\n                                    srcset=\"https:\/\/www.engie.com\/app\/uploads\/2026\/06\/Rapport-du-mediateur-2025-\u00a9_Cyril_Bailleul-mobile.webp\" \/>\n                                <source media=\"(min-width: 768px)\"\n                                    srcset=\"https:\/\/www.engie.com\/app\/uploads\/2026\/06\/Rapport-du-mediateur-2025-\u00a9_Cyril_Bailleul.webp\" \/>\n                                <!--TODO AMBRE if zoom ajotuer classe : open-modal-zoom cursor-pointer  -->\n                                <img decoding=\"async\" class=\"w-full h-full object-cover\"\n                                    loading=\"eager\"\n                                    fetchpriority=\"high\"\n                                    src=\"https:\/\/www.engie.com\/app\/uploads\/2026\/06\/Rapport-du-mediateur-2025-\u00a9_Cyril_Bailleul.webp\"\n                                    alt=\"\" \/>\n                            <\/picture>\n\n                        \n                        \n                        \n                        <div class=\"transcription hidden\" data-video=\"\" data-video-webm=\"\">\n                                                    <\/div>\n\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n\n\n\n<div id=\"block_9d9cd7582e2c813cd8a849ea8f24336d\" class=\"cp-introdution teq-container relative nj-aura nj-aura--white\">\n    <div class=\"teq-grid\">\n        <div class=\"col-span-6 lg:col-start-3 lg:col-span-8 2xl:col-span-6 2xl:col-start-4 relative top text-center\">\n                        <div class=\"nj-heading--sm relative z-10 nj-color--grey-1000\" data-trad data-trad-html>\n                <div class=\"el-wysiwyg data-trad\">\n    <p>On 19 June 2026, Elisabeth Trocard, appointed Ombudsman for the ENGIE Group on 1 September 2025, presented her 2025 activity report to Catherine MacGregor, the Group\u2019s Chief Executive Officer. Published annually, this report highlights the results of the Ombudsman\u2019s work.<\/p>\n<\/div>\n            <\/div>\n            \n                    <\/div>\n    <\/div>\n<\/div>\n\n\n\n<div id=\"block_f78c4d701f12acc553f261b93643efe8\" class=\"cp-wysiwyg teq-container nj-aura nj-aura--white\">\n    <div class=\"teq-grid !pt-0\">\n        <div class=\"col-span-6 xl:col-start-2 xl:col-span-10 lg:col-start-1 lg:col-span-12 \">\n                        <div class=\"teq-wysiwyg\">\n                <div data-trad data-trad-html><h2>Key highlights of 2025: change of Ombudsman and energy price crisis comes to an end<\/h2>\n<p><strong>On 16 September 2025, Elisabeth Trocard was appointed independent Consumer Ombudsman for the ENGIE Group<\/strong> by a joint committee comprising representatives from consumer associations and ENGIE. She was subsequently accredited by the <em>Commission d\u2019\u00e9valuation et de contr\u00f4le de la m\u00e9diation de la consommation<\/em> (CECMC) on 29 December 2025. Elisabeth Trocard is now listed for a five-year term on the roster of consumer Ombudsmen recognised by the European Commission.<\/p>\n<p><strong>The year 2025 marked the end of the energy price crisis<\/strong> that began in late 2022. The key highlights and figures for the year include:<\/p>\n<ul>\n<li><strong>A 42% decrease<\/strong> in the total number of referrals received compared to 2024;<\/li>\n<li><strong>An outstanding amicable agreement rate<\/strong> maintained at <strong>87%<\/strong>, despite the increasing complexity of disputes;<\/li>\n<li><strong>The expansion of the eligibility criteria for consumer claims<\/strong>, a measure that facilitates access to mediation;<\/li>\n<li><strong>A significant shift<\/strong> in the mediation caseload, with <strong>professional customers<\/strong> now accounting for <strong>a quarter of all cases, up from 7% in 2021.<\/strong><\/li>\n<\/ul>\n<h2>Trends in mediation requests in 2025<\/h2>\n<p>In 2025, the Mediation service received a total of 1,528 referrals, of which 1,267 (83%) originated from <strong>consumers.<\/strong><\/p>\n<p>Among these, the number of referrals deemed admissible for mediation declined by <strong>41%<\/strong> (479 compared to 818 in 2024), although <strong>this figure remains higher than pre-crisis levels.<\/strong> Specifically for consumers, 357 admissible referrals were recorded, bringing the volume back to pre-crisis levels.<\/p>\n<p><strong>For consumers, 2025 was marked by the resurgence of consumption-related issues,<\/strong> notably concerning index adjustments carried out by the distributors ENEDIS and GRDF, as well as <strong>billing<\/strong> disputes arising from late or unclear energy bills. These two areas are frequently accompanied by payment problems.<\/p>\n<p><strong>Among professional customers, the number of claims regarding contract termination fees<\/strong> were the leading reason for disputes. Some professionals who entered fixed-price contracts at the height of the crisis viewed contract termination as an opportunity to benefit from the recent decline in market prices.<\/p>\n<h2>Mediation handling: proximity, quality and efficiency<\/h2>\n<p>While the number of mediation cases handled in 2025 decreased compared to 2024, it remains 33% higher than the pre-energy crisis level seen in 2022. <strong>Moreover, despite the increased complexity of disputes in 2025, the mediation team succeeded in improving its efficiency while maintaining close and attentive relationships with claimants:<\/strong><\/p>\n<ul>\n<li><strong>647 mediations<\/strong> were either processed or ongoing by the end of 2025;<\/li>\n<li><strong>87% of proposed solutions<\/strong> were <strong>accepted and implemented;<\/strong><\/li>\n<li>The <strong>average time taken to handle cases was 79 days<\/strong>, a reduction of 7 days compared to 2024;<\/li>\n<li><strong>For consumers specifically, the average handling time was 72 days<\/strong>, 5 days shorter than in 2024. This remains <strong>well below the 90 day limit<\/strong> stipulated by the French Consumer Code.<\/li>\n<li>Regarding admissible referrals, <strong>65% of claimants used the online submission form, <\/strong>also accessible via smartphone,<strong> double the rate seen in 2022.<\/strong><\/li>\n<\/ul>\n<h2>Five recommendations shared with ENGIE entities<\/h2>\n<p>In 2025, the Ombudsman issued <strong>five recommendations to the relevant operational entities within ENGIE<sup>(1)<\/sup> <\/strong>based on mediations conducted throughout the year. These recommendations highlight <strong>areas for improvement<\/strong> aimed at enhancing complaint handling and sustainably reducing the volume of disputes escalated to mediation. They have been discussed with both ENGIE Group subsidiaries and consumer associations. The Ombudsman subsequently ensures that these entities implement the recommendations.<\/p>\n<\/div>\n            <\/div>\n                            <div class=\"cta-container flex justify-center items-center\">\n                    <a href=\"https:\/\/www.mediateur-engie.com\/rapport-annuel\/synthese-des-recommandations-2025\/\" aria-label=\"A detailed overview of these recommendations is available on the Ombudsman\u2019s website , new tab\" target=\"_blank\" class=\"nj-btn w-full lg:w-fit mt-[32px] lg:mt-[64px]\">\n                        <span aria-hidden=\"true\" class=\"material-icons\">chevron_right<\/span>\n                        <span data-trad=\"\">A detailed overview of these recommendations is available on the Ombudsman\u2019s website<\/span>\n                    <\/a>\n                <\/div>\n                     <\/div>\n    <\/div>\n<\/div>\n\n\n\n<div id=\"block_3ef3c324f51f1ed0f9df7b1363b468ed\" class=\"cp-wysiwyg teq-container nj-aura nj-aura--white\">\n    <div class=\"teq-grid !pt-0\">\n        <div class=\"col-span-6 xl:col-start-2 xl:col-span-10 lg:col-start-1 lg:col-span-12 \">\n                        <div class=\"teq-wysiwyg\">\n                <div data-trad data-trad-html><h2>Outlook for 2026<\/h2>\n<p>Elisabeth Trocard, in her role as Ombudsman for the ENGIE Group, <strong>continues a longstanding company mediation process<\/strong> that has been in place since 1999:<\/p>\n<ul>\n<li>She will continue to carry out her mission of amicable dispute resolution with complete independence. She will ensure that <strong>each case is handled with a personalised approach, upholding the principles of law and fairness<\/strong> that are fundamental to successful mediation.<\/li>\n<li>She will continue to enhance the Ombudsman\u2019s website <strong>to provide comprehensive information tailored to the needs of claimants.<\/strong><\/li>\n<li>At the same time, she remains dedicated to <strong>promoting the development of amicable dispute resolution within ENGIE Group entities.<\/strong><\/li>\n<\/ul>\n<\/div>\n            <\/div>\n                            <div class=\"cta-container flex justify-center items-center\">\n                    <a href=\"https:\/\/www.mediateur-engie.com\/tout-savoir-sur-la-mediation-engie\/rapports-annuels\/\" aria-label=\"To consult the Ombudsman\u2019s 2025 report for the ENGIE Group , new tab\" target=\"_blank\" class=\"nj-btn w-full lg:w-fit mt-[32px] lg:mt-[64px]\">\n                        <span aria-hidden=\"true\" class=\"material-icons\">chevron_right<\/span>\n                        <span data-trad=\"\">To consult the Ombudsman\u2019s 2025 report for the ENGIE Group<\/span>\n                    <\/a>\n                <\/div>\n                     <\/div>\n    <\/div>\n<\/div>\n\n\n\n<div id=\"block_cd77ca47b9d1c89dfe0784d7a15192b7\" class=\"cp-ai-questions teq-container nj-aura nj-aura--white relative\">\n        <div class=\"teq-grid top\">\n            <div class=\"col-span-12\">\n                <div class=\"flex justify-center mb-16 eva\">\n                    <svg width=\"55\" height=\"24\" viewBox=\"0 0 55 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n    <path\n        d=\"M40.8014 17.1059L38.5783 11.0303C38.4688 10.7608 38.3551 10.4408 38.2372 10.0703C38.1194 9.6998 38.0015 9.29981 37.8836 8.87035C37.7741 9.29981 37.6604 9.70401 37.5425 10.083C37.4246 10.4535 37.3109 10.7777 37.2015 11.0556L34.991 17.1059H40.8014ZM46.8012 24.0026H44.1739C43.8792 24.0026 43.6392 23.931 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class=\"flex flex-wrap justify-center gap-8\">\n                    <a href=\"#\" \n    data-eva data-preprompted=\"Where can I find the Group\u2019s annual reports and reference documents?\" \n    class=\"flex w-full lg:w-fit border border-solid border-moderate px-[16px] py-[12px] nj-text--sm nj-color--primary no-underline eva-link justify-center text-center hover:bg-[rgba(0,40,70,0.1)] transition-colors duration-200\" data-trad>\n    Where can I find the Group\u2019s annual reports and reference documents?<\/a><a href=\"#\" \n    data-eva data-preprompted=\"What percentage of ENGIE\u2019s share capital is public?\" \n    class=\"flex w-full lg:w-fit border border-solid border-moderate px-[16px] py-[12px] nj-text--sm nj-color--primary no-underline eva-link justify-center text-center hover:bg-[rgba(0,40,70,0.1)] transition-colors duration-200\" data-trad>\n    What percentage of ENGIE\u2019s share capital is public?<\/a><a href=\"#\" \n    data-eva data-preprompted=\"What macroeconomic impact does ENGIE have in Europe and worldwide?\" \n    class=\"flex w-full lg:w-fit border border-solid border-moderate px-[16px] py-[12px] nj-text--sm nj-color--primary no-underline eva-link justify-center text-center hover:bg-[rgba(0,40,70,0.1)] transition-colors duration-200\" data-trad>\n    What macroeconomic impact does ENGIE have in Europe and worldwide?<\/a><a href=\"#\" \n    data-eva data-preprompted=\"What role does ENGIE play in the energy transition?\" \n    class=\"flex w-full lg:w-fit border border-solid border-moderate px-[16px] py-[12px] nj-text--sm nj-color--primary no-underline eva-link justify-center text-center hover:bg-[rgba(0,40,70,0.1)] transition-colors duration-200\" data-trad>\n    What role does ENGIE play in the energy transition?<\/a><a href=\"#\" \n    data-eva data-preprompted=\"What are ENGIE\u2019s main markets today?\" \n    class=\"flex w-full lg:w-fit border border-solid border-moderate px-[16px] py-[12px] nj-text--sm nj-color--primary no-underline eva-link justify-center text-center hover:bg-[rgba(0,40,70,0.1)] transition-colors duration-200\" data-trad>\n    What are ENGIE\u2019s main markets today?<\/a><a href=\"#\" \n    data-eva data-preprompted=\"What is ENGIE\u2019s purpose?\" \n    class=\"flex w-full lg:w-fit border border-solid border-moderate px-[16px] py-[12px] nj-text--sm nj-color--primary no-underline eva-link justify-center text-center hover:bg-[rgba(0,40,70,0.1)] transition-colors duration-200\" data-trad>\n    What is ENGIE\u2019s purpose?<\/a><a href=\"#\" \n    data-eva data-preprompted=\"How does ENGIE ensure the safety of its installations?\" \n    class=\"flex w-full lg:w-fit border border-solid border-moderate px-[16px] py-[12px] nj-text--sm nj-color--primary no-underline eva-link justify-center text-center hover:bg-[rgba(0,40,70,0.1)] transition-colors duration-200\" data-trad>\n    How does ENGIE ensure the safety of its installations?<\/a>                <\/div>\n            <\/div>\n            <div class=\"col-span-12 flex justify-center place-items-center gap-4 mt-24 lg:mt-48\">\n                    <button data-eva=\"true\" type=\"button\" data-ask=\"true\" aria-haspopup=\"dialog\" class=\"nj-btn eva-btn nj-btn--lg w-full lg:w-auto\">\n    <span aria-hidden=\"true\" class=\"material-icons nj-icon-material nj-icon-material--inverse nj-btn--lg nj-icon-material--eva icon-white\">eva<\/span>\n    <span data-trad>Discover EVA<\/span>\n<\/button>            <\/div>\n        <\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>On 19 June 2026, Elisabeth Trocard, appointed Ombudsman for the ENGIE Group on 1 September 2025, presented her 2025 activity report to Catherine MacGregor, the Group\u2019s Chief Executive Officer. Published annually, this report highlights the results of the Ombudsman\u2019s work.<\/p>\n","protected":false},"author":24,"featured_media":0,"parent":0,"comment_status":"open","ping_status":"closed","template":"","tags":[113],"formats":[89],"class_list":["post-28696","articles","type-articles","status-publish","hentry","tag-group"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>2025 Ombudsman Annual Report: Key Mediation Insights - ENGIE<\/title>\n<meta name=\"description\" content=\"Discover the 2025 annual report of the ENGIE Ombudsman: key mediation results, trends, and recommendations for improved consumer dispute resolution.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.engie.com\/en\/mediation\/the-ombudsman-for-the-engie-group-publishes-her-2025-annual-report\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"2025 Ombudsman Annual Report: Key Mediation Insights - 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