{"id":19260,"date":"2023-07-07T00:00:00","date_gmt":"2023-07-06T22:00:00","guid":{"rendered":"https:\/\/stg.engiedotcom.myengie.com\/?page_id=19260"},"modified":"2026-03-23T10:21:17","modified_gmt":"2026-03-23T09:21:17","slug":"the-ombudsmans-recommendation-to-quickly-resolve-it-issues-affecting-customer-data-and-potentially-associated-contracts","status":"publish","type":"page","link":"https:\/\/www.engie.com\/en\/mediation\/mediation-for-the-engie-group-in-disputes-with-client-companies\/the-ombudsmans-recommendation-to-quickly-resolve-it-issues-affecting-customer-data-and-potentially-associated-contracts\/","title":{"rendered":"The Ombudsman\u2019s recommendation to quickly resolve IT issues affecting customer data and potentially associated contracts"},"content":{"rendered":"\n\n<div id=\"block_5626a5a1fe555c505355d76d6cf40178\" 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\">The Ombudsman\u2019s recommendation to quickly resolve IT issues affecting customer data and potentially associated contracts<\/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>The Ombudsman\u2019s recommendation to quickly resolve IT issues affecting customer data and potentially associated contracts<\/p>\n                    <\/h1>\n                <\/div>\n            \n                            <div class=\"description mt-32 nj-heading--sm nj-color--neutral\" data-trad>\n                    <p>Theme: Contract<br \/>\nEntity concerned: Professional Clients Department<br \/>\nRecommendation: Quickly resolve IT issues affecting customer data and potentially associated contracts.<br \/>\nRecommendation status: currently being implemented<\/p>\n                <\/div>\n            \n                    <\/div>\n    <\/div>\n<\/div>\n\n\n\n<div id=\"block_3d62fccfd1b8c5ef80288922157083c4\" 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>The Mediation team\u2019s observation:<\/h2>\n<p>The claimant holds a contract for the supply of natural gas. As a result of an anomaly, twenty contracts were grouped together on his customer record, his account was subject to erroneous cancellations, he received emails and bills intended for other customers, and he could not access his online account or contract.<br \/>\nThe mailing address was incorrect, as was the SIRET number. The customer was therefore unable to receive his bills.<br \/>\nThis situation lasted eight months until the complainant contacted the Mediation team.<\/p>\n<h2>The Mediation team\u2019s proposed solution:<\/h2>\n<p>At the request of the Mediation team, the supplier, ENGIE, made the following proposals:<\/p>\n<ul>\n<li>to send a request to the IT department to create a customer record displaying the customer\u2019s contract only;<\/li>\n<li>to correct the applicant\u2019s administrative data in order to enable him to access his online account and receive his corrected bills;<\/li>\n<li>to make a payment by way of compensation for the inconvenience in order to remedy the situation.<\/li>\n<\/ul>\n<h2>Generic observation:<\/h2>\n<p>Incorrect information in the customer database can have many impacts, including when sending emails and letters, issuing and sending invoices or posting contracts. All of these pose dispute risks. Resolving such matters could take several months.<\/p>\n<h2>Generic solution:<\/h2>\n<p>Given the difficulties caused for the customers concerned, the supplier, who is solely responsible for malfunctions in its customer databases, must address and quickly resolve IT problems affecting customer data and potentially the associated contracts by creating a \u2018red\u2019 priority channel.<\/p>\n<\/div>\n            <\/div>\n                    <\/div>\n    <\/div>\n<\/div>\n\n\n\n<div id=\"block_f39f0730cffe4bfeb47ecc3924ac7077\" 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 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5.73779H30.7143Z\"\n        fill=\"url(#paint1_linear_93037_3967)\" \/>\n    <path\n        d=\"M3.94169 8.44089V13.506H10.3331V16.1207H3.94169V21.2869H12.051V24.0026H0.53125V5.73779H12.051V8.44089H3.94169Z\"\n        fill=\"url(#paint2_linear_93037_3967)\" \/>\n    <path\n        d=\"M45.4151 5.34423L46.9515 5.86258C47.7306 6.12641 48.3436 6.73788 48.6059 7.51695L49.1242 9.05338C49.2189 9.33273 49.6131 9.33273 49.7078 9.05338L50.2261 7.51695C50.4899 6.73788 51.1014 6.12486 51.8805 5.86258L53.4169 5.34423C53.6963 5.24956 53.6963 4.85537 53.4169 4.7607L51.8805 4.24235C51.1014 3.97852 50.4884 3.36705 50.2261 2.58798L49.7078 1.05155C49.6131 0.772204 49.2189 0.772204 49.1242 1.05155L48.6059 2.58798C48.342 3.36705 47.7306 3.98007 46.9515 4.24235L45.4151 4.7607C45.1357 4.85537 45.1357 5.24956 45.4151 5.34423Z\"\n        fill=\"#9261B7\" \/>\n    <defs>\n        <linearGradient 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 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 does ENGIE do?\" \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 does ENGIE do?<\/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=\"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 is ENGIE\u2019s strategy for 2030 and 2045?\" \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 strategy for 2030 and 2045?<\/a><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 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>Theme: Contract Entity concerned: Professional Clients Department Recommendation: Quickly resolve IT issues affecting customer data and potentially associated contracts. Recommendation status: currently being implemented \u00a0 \u00a0<\/p>\n","protected":false},"author":16,"featured_media":0,"parent":19252,"menu_order":3,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"tags":[113],"formats":[92],"class_list":["post-19260","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>Ombudsman Recommends Quick IT Fixes - ENGIE<\/title>\n<meta name=\"description\" content=\"The Ombudsman recommends swiftly resolving IT issues affecting customer data and contracts to prevent disputes and ensure service quality.\" \/>\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\/the-ombudsmans-recommendation-to-quickly-resolve-it-issues-affecting-customer-data-and-potentially-associated-contracts\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ombudsman Recommends Quick IT Fixes - 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