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The GDF SUEZ Mediator
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The main mission of the GDF SUEZ Mediation office is to resolve enduring disputes with any person or organization in relation to the Group's activities, irrespective of whether they are Group customers.
It acts in a complementary fashion to the complaints handling procedures implemented by each Group customer service department. It thus offers claimants a last resort for out-of-court settlement within the GDF SUEZ Group, in situations where claimants are dissatisfied with the response given to their complaints.
Michel Astruc was appointed Mediator by the Group's Chairman & CEO in November 2005. He acts with complete independence. He produces an annual report describing his activities, a summary of requests received, an analysis of the cases handled, and details of recommendations made.
How can one seek the assistance of the Mediator?
The Mediator can only be contacted when the claimant has already contacted a GDF SUEZ customer service department, and the solution put forward was unsatisfactory.
The Mediator can be contacted in writing:
- by ordinary letter, addressed to: Médiateur GDF SUEZ – TSA 34321 – 92099 LA DEFENSE Cedex – FRANCE
- by completing the online form.
How will requests be processed?
All requests are reviewed and followed up. Depending on your initial complaint, it is either:
- sent for processing to the services concerned and monitored until resolution, when prior procedures have not been followed through,
- or, as a last attempt to settle at an out-of-court settlement within GDF SUEZ, it is handled by the GDF SUEZ Mediator, who will contact you to obtain all details of your complaint and work out a fair and legal solution between you and the service concerned.
| 2012 News | |
| Transposition of the Mediation Directive of May 21, 2008 (Order 2011-1540 of November 16, 2011). The May 21, 2008 Directive of the European Parliament and the Council on mediation and establishing common rules applicable to all mediations was implemented in France by Ordinance 2011-1540 of November 16, 2011 and Act 2012-66 of January 20, 2012. The Directive is a new instrument intended to promote alternative dispute resolution methods. The Ordinance defines mediation under French law, based directly on the 2008 Directive. It also defines the general rules governing all mediations: impartiality, competence and diligence; it reiterates the principle of confidentiality and indicates the possibility for courts of law to enforce the agreements resulting from mediation. Consultation meeting between the consumer associations and the GDF SUEZ Mediation office On November 22, 2011, the GDF SUEZ Mediation office held its annual consultation meeting with fourteen representatives from consumer associations. Gérard Mestrallet, Chairman and CEO of Annual satisfaction survey Like every year, the Mediation office has just completed its satisfaction survey based on a questionnaire sent to 1,000 customers who contacted the Mediator in 2011. The main objective of the survey is to analyze responses related to complaint and litigation handling procedures. The principal results will be published in the 2011 Annual Report. A high level of satisfaction in terms of overall appreciation of the work conducted by the Mediation office can already be noted. | |
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