{"id":19254,"date":"2025-06-05T00:00:00","date_gmt":"2025-06-04T22:00:00","guid":{"rendered":"https:\/\/stg.engiedotcom.myengie.com\/?page_id=19254"},"modified":"2026-03-23T10:13:43","modified_gmt":"2026-03-23T09:13:43","slug":"recommendations-for-the-business-customers-division-dcp-and-the-btob-market","status":"publish","type":"page","link":"https:\/\/www.engie.com\/en\/mediation\/mediation-for-the-engie-group-in-disputes-with-client-companies\/recommendations-for-the-business-customers-division-dcp-and-the-btob-market\/","title":{"rendered":"Recommendations for the business Customers Division (DCP) and the BtoB market"},"content":{"rendered":"\n\n<div id=\"block_44be2f1f466ea572c0816325d0ece805\" class=\"cp-edito-herobanner-centered relative teq-container content-center  noBg z-0 !pt-[115px] lg:!pt-[88px] lg:min-h-[75vh] nj-aura nj-aura--white\">\n    <div class=\"teq-grid relative z-0\">\n        <div class=\"col-span-10 flex flex-col items-center px-0 lg:col-start-3 lg:col-span-8 hero-top text-center\">\n\n            <div class=\"text-center 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\" aria-current=\"page\">Recommendations for the business Customers Division (DCP) and the BtoB market<\/li><\/span><\/ol>    <\/nav>            <\/div>\n\n                            <div class=\"title mt-8\">\n                    <h1 data-trad class=\"nj-heading--2xl nj-weight--bold flex flex-col \">\n                        <p>Recommendations for the business Customers Division (DCP) and the BtoB market<\/p>\n                    <\/h1>\n                <\/div>\n            \n                            <div class=\"description mt-32 nj-heading--sm nj-color--neutral\" data-trad>\n                    <p>In 2024, the number of mediation cases reached a very high level for \u201csmall businesses\u201d, i.e. professionals with an electric meter with a power rating of 36 kVA or less than 30,000 kWh. There has been an increase of 102% compared with 2022 for DCP, and of 44% compared with 2023 for E&amp;C. This type of claimant is not directly covered by the French Consumer Code , as they do not have the same consumer status as private individuals. However the legislator has decreed that they benefit from certain provisions of the French Consumer Code such as, for example, the 14-limit on back-billing of consumption.<\/p>\n                <\/div>\n            \n                    <\/div>\n    <\/div>\n<\/div>\n\n\n\n<div id=\"block_7e0a7d7c64bdaf4cf1d564f6e625d59c\" 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>As a result, the Ombudsman fort the ENGIE Group Mediation made recommendations to the BtoB departments for improving the way these claimants are handled, in his 2023 report and then at the end of 2024. These recommendations are either in the process of being implemented or have already been followed up.<\/p>\n<\/div>\n            <\/div>\n            \n                    <\/div>\n    <\/div>\n<\/div>\n\n\n\n<div id=\"block_421d849047bd0a629f5d3d62a535bd2b\" class=\"cp-wysiwyg teq-container nj-aura nj-aura--white\">\n    <div class=\"teq-grid \">\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>Recommendations for handling the responses to be provided to the Mediation service during the analysis and solution- finding phase<\/h2>\n<h3>With regard to customer account statements produced at the request of the Mediation service<\/h3>\n<p><strong>La M\u00e9diation service has requested that <\/strong>customer account statement be presented in a clear and informative way, to provide claimants with a precise and enforceable explanation of the financial flows relating to customer account management (billing, payments, refunds, bill cancellations, etc). In this respect, the model proposed by the individual Consumer Division should be replicated.<\/p>\n<h4>DCP\u2019s responses:<\/h4>\n<p>Implementation of this measure was started in late 2024, with an automated process via the new billing system rolled out in February 2025.<strong> The customer account statements are clearer, the headings more understandable and all the transactions (including bill cancellations, the reason for a direct debit rejection etc. ) are clearly shown.\u00a0<\/strong><\/p>\n<h3>With regard to the quality of responses provided to the Mediation service following requests for information required to analyse cases<\/h3>\n<p>La M\u00e9diation service has asked that its request for information be treated with greatest rigor, to avoid back-and-forth exchanges and to standardise the responses produced.<\/p>\n<h4>DCP\u2019s responses:<\/h4>\n<p><strong>With regard to the drafting of responses to request of information from the Mediation service:<\/strong><br \/>\nPreviously, each customer service assigned to handling complaints would write their response to a request for information using a blank document. In 2024, <strong>customer service representatives were provided with standard summaries\/templates, in accordance with issues being dealt with, to ensure the consistency and completeness of the information provided<\/strong>, so that quality investigations can be carried out on the first attempt. These guides are regularly adapted, as a result of the improved quality control process put in place at the same time.<\/p>\n<p><strong>Improved quality control for responses to requests for information:<\/strong><\/p>\n<p>From 2024, all responses must be proofread\/checked by a quality control manager before being sent to the Mediation service.<\/p>\n<p>These changes have been noted by the Mediation service for the ENGIE Group.<\/p>\n<h2>Recommendation for improving the information provided to professional customers<\/h2>\n<h3>With regard to the clarity of contract renewal letters (including renewal emails)<\/h3>\n<p>Even though the rules governing the pre-contractual information differ from those for a consumer (in the sense of a private individual), <strong>the Mediation service has recommended<\/strong> improving the quality of information at key points throughout the contract term, to avoid specific types of complaint.<\/p>\n<h4>DCP\u2019s responses:<\/h4>\n<p>DCP began a complete overhaul of this process in September 2024. The aim of this approach is to <strong>provide more precise and informative responses to customers, and make it easier to understand changes in tariffs before and after contract renewal<\/strong>, which was one of the recommendations made by the Ombudsman in his 2023 annual report.<\/p>\n<p>The completion of this work, which involves major changes in the information system, is scheduled for the first half of 2025.<\/p>\n<h3>With regard to the Mediation\u2019s service request for automatic adjustment of the monthly payment plan to the new prices when there is a change in tariff at the time of contractual renewal<\/h3>\n<h4>DCP\u2019s responses:<\/h4>\n<p>The monthly payment plans were updated when the annual bills were produced, and not at the time of contract renewal. The DCP is currently examining two key measures that should be integrated into the IT system in the second half of 2025:<\/p>\n<p><strong>Adjustment of the monthly payment plan when a contact is renewed<\/strong>, requiring the payment schedule to be modified during the terms of the monthly payment plan,<br \/>\n<strong>Aligning the start date of the payment schedule with the contract renewal date.\u00a0<\/strong><\/p>\n<h3>With regard to the Mediation team\u2019s request for better information on cancellation fees<\/h3>\n<p>Following work undertaken by DCP since September 2024:<\/p>\n<ul>\n<li><strong>With regard to the Special Terms of Sales (STS):<\/strong> from 12 March 2025, they will include an informative and explanatory document with illustrated examples; this document forms part of the contractual provisions requiring the customer\u2019s signature.<\/li>\n<li><strong>With regard to the release letter sent to prospective\/future customers when they change supplier:\u00a0<\/strong> since January, 2025,<strong> information has been sent to the \u201cnew future customers\u201d explaining the cancellation fees that may be incurred under their current contract (former supplier) and the fees that may be incurred<\/strong> in the event of early termination of the ENGIE contract.<\/li>\n<li><strong>With regard to the calculation of cancellation fees:<\/strong> since January 2025, a personalised module has been made available to advisers. The aim is to provide <strong>reliable information on the estimated amount of cancellation fees<\/strong> following a request from a customer by telephone or email.<\/li>\n<li><strong>With regard to providing better information about cancellation fees on the website: the answers to the question \u201c<\/strong><em><strong>how do I cancel my contract?<\/strong><\/em><strong>\u201d have been rewritten<\/strong> to make them easier for customers to understand.<\/li>\n<\/ul>\n<\/div>\n            <\/div>\n                    <\/div>\n    <\/div>\n<\/div>\n\n\n\n<div id=\"block_ed05ed9c27e4dad3a1652b26f0d128d6\" 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 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id=\"paint0_linear_93037_3967\" x1=\"-1.73542\" y1=\"14.2134\" x2=\"46.895\" y2=\"14.2134\"\n            gradientUnits=\"userSpaceOnUse\">\n            <stop offset=\"0.56\" stop-color=\"#007ACD\" \/>\n            <stop offset=\"0.82\" stop-color=\"#9261B7\" \/>\n        <\/linearGradient>\n        <linearGradient id=\"paint1_linear_93037_3967\" x1=\"-1.7372\" y1=\"14.2134\" x2=\"46.8932\" y2=\"14.2134\"\n            gradientUnits=\"userSpaceOnUse\">\n            <stop offset=\"0.56\" stop-color=\"#007ACD\" \/>\n            <stop offset=\"0.82\" stop-color=\"#9261B7\" \/>\n        <\/linearGradient>\n        <linearGradient id=\"paint2_linear_93037_3967\" x1=\"-1.73922\" y1=\"14.2134\" x2=\"46.8912\" y2=\"14.2134\"\n            gradientUnits=\"userSpaceOnUse\">\n            <stop offset=\"0.56\" stop-color=\"#007ACD\" \/>\n            <stop offset=\"0.82\" stop-color=\"#9261B7\" \/>\n        <\/linearGradient>\n    <\/defs>\n<\/svg>                <\/div>\n                <h2 class=\"text-center nj-heading--xl leading-none font-bold\" data-trad data-trad-html>\n                    Find instantly <span class=\"h-0 hidden lg:flex\"><br \/><\/span>answers to your questions                <\/h2>\n            <\/div>\n            <div class=\"col-span-12 mt-24 lg:mt-32\">\n                <div class=\"flex flex-wrap justify-center gap-8\">\n                    <a href=\"#\" \n    data-eva data-preprompted=\"What are the key milestones in ENGIE\u2019s history?\" \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 the key milestones in ENGIE\u2019s history?<\/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=\"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 are ENGIE\u2019s priorities for the coming years?\" \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 priorities for the coming years?<\/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><a href=\"#\" \n    data-eva data-preprompted=\"What investments does the Group plan for the coming years?\" \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 investments does the Group plan for the coming years?<\/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>                <\/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>In 2024, the number of mediation cases reached a very high level for \u201csmall businesses\u201d, i.e. professionals with an electric meter with a power rating of 36 kVA or less than 30,000 kWh. There has been an increase of 102% compared with 2022 for DCP,<\/p>\n","protected":false},"author":16,"featured_media":0,"parent":19252,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"tags":[113],"formats":[92],"class_list":["post-19254","page","type-page","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>Recommendations for BtoB Market Improvement - ENGIE<\/title>\n<meta name=\"description\" content=\"Discover recommendations for enhancing DCP&#039;s handling of BtoB mediation cases, ensuring clarity and compliance in customer communications at ENGIE.\" \/>\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\/mediation-for-the-engie-group-in-disputes-with-client-companies\/recommendations-for-the-business-customers-division-dcp-and-the-btob-market\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Recommendations for BtoB Market Improvement - 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