The Ombudsman for the ENGIE Group intervenes in any dispute between a Business and the relevant ENGIE Group subsidiary.*
The independent Ombudsman for the ENGIE Group has the authority to handle disputes between ENGIE Group entities and their business clients, suppliers, service providers, partners (local authorities, institutions, government agencies, associations), or any other organizational structure that may have a contractual relationship with the ENGIE Group*. The Ombudsman is designated as the amicable dispute resolution body in ENGIE Group’s general purchasing conditions. Mediation is free of charge and takes place either in person or via videoconference, depending on distance and the parties’ preferences.
The Ombudsman for the ENGIE Group is a trained and certified professional in conventional mediation. Her team of experts and legal specialists is also trained in this practice.
In the event of a dispute between a Business* and ENGIE, the mediation must be initiated by the applicant and requires their explicit consent. Mediation is a voluntary process: each party must clearly express its willingness to seek a solution to the dispute. The Mediation service never initiates a case on its own.
Mediation for the ENGIE Group is an alternative to legal proceedings, not a substitute for the standard complaints process. Therefore, before contacting the Ombudsman for the ENGIE Group, each applicant must first submit a written complaint to the relevant ENGIE Group entity. If they are not satisfied with the response, or if no response has been received within two months, they may then refer the case to the Ombudsman.
The Ombudsman for the ENGIE Group can be contacted directly through this online form.
For disputes concerning a consumer or small professional, click here.
