{"id":19262,"date":"2023-07-07T00:00:00","date_gmt":"2023-07-06T22:00:00","guid":{"rendered":"https:\/\/stg.engiedotcom.myengie.com\/?page_id=19262"},"modified":"2026-03-23T10:23:23","modified_gmt":"2026-03-23T09:23:23","slug":"the-ombudsmans-recommendation-to-standardize-the-content-of-information-sent-to-mediation","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-standardize-the-content-of-information-sent-to-mediation\/","title":{"rendered":"The Ombudsman\u2019s recommendation to standardize the content of information sent to mediation"},"content":{"rendered":"\n\n<div id=\"block_854c9e29544bcdb3180f03d2bc956103\" 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 standardize the content of information sent to mediation<\/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 standardize the content of information sent to mediation<\/p>\n                    <\/h1>\n                <\/div>\n            \n                            <div class=\"description mt-32 nj-heading--sm nj-color--neutral\" data-trad>\n                    <p>Theme: The Mediation process<br \/>\nEntity concerned: Professional Clients Department<br \/>\nRecommendation: standardise the content of information requests and optimise the process for handling these requests in order to improve overall efficiency when investigating a potential mediation case.<br \/>\nRecommendation status: implemented<\/p>\n                <\/div>\n            \n                    <\/div>\n    <\/div>\n<\/div>\n\n\n\n<div id=\"block_c808a4d9aa0104669a8fc99473b7f8a0\" 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 content of the information included in the summary area of information requests and the timeframe for responding to additional requests were previously not standardised, as few cases relating to professionals were submitted to the Mediation team before the energy crisis of 2022. For 3 mediation cases, the content of the response to the request for information did not meet requirements. Additionally, in 2 mediation cases, the responses were received after more than 3 weeks and the additional elements after more than 8 days.<\/p>\n<h2>The Mediation team\u2019s proposed solution:<\/h2>\n<p>A workshop was organised between the Mediation team and the DCP\u2019s internal CRC in order to clarify\/frame the expectations on both sides.<\/p>\n<h2>Generic observation:<\/h2>\n<p>In some cases, the lack of standardisation of initial and additional requests for information extended the time required to investigate referrals. Before the energy crisis, this concerned only twenty cases of professionals who referred themselves to the Mediation team.<\/p>\n<h2>Generic solution:<\/h2>\n<p>In a context in which professional customers are increasingly seeking mediation (the energy crisis, a changing portfolio, better knowledge of customers and escalation channels, etc.), it is important to standardise the content of information requests and to simplify the process for handling additional requests in order to improve efficiency when investigating mediation cases and therefore when reaching a mediation solution.<\/p>\n<p>Following a workshop, the elements expected in the summary area were clarified and the information request document was adjusted accordingly. In addition, a channel of direct contact between the employees responsible for mediation (both on the Mediation side and in the DCP\u2019s own CRC) has been established.<\/p>\n<\/div>\n            <\/div>\n                    <\/div>\n    <\/div>\n<\/div>\n\n\n\n<div id=\"block_7d428cf60b4d24278a00591ff642a3a8\" 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 43.454 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share capital is public?<\/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 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>                <\/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\" 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