Jean Pierre HERVE

GDF SUEZ Mediation comes as a complementary resort to the complaints handling processes implemented by the different Group’s customer services, and 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.

Jean Pierre HERVE was appointed Mediator by the Group’s Chairman & CEO on July 1, 2014. His professional career explains his strong experience in the businesses of energy and relations with stakeholders. He is completely independent. Every year, he produces a report describing his activities, a summary of requests received, an analysis of the cases handled and details of recommendations made to operational services.

 How to seek the assistance of the Mediator

The Mediator can only be contacted when the GDF SUEZ customer services have already been requested 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 your request be processed?

All requests are examined and followed up. Depending on your initial complaint,

  • either it is sent to the concerned services for processing 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 get all the details and work out a fair and legal solution with you and the service concerned.

Highlights

Looking back on 15 years of mediation on the basis of 4 key points

On October 21, 2014, the lecture theatre of the GDF SUEZ Tower in La Défense hosted a meeting on the subject of mediation, 15 years after the Group appointed its first mediator. Two round table sessions reviewed the service that according to GDF SUEZ Chairman and CEO Gérard Mestrallet has become “a duty to our customers.

A process with a human face that delivers an effective response

“Our approach is one of amicable settlement. The work done with energy distributors and providers means that we can offer effective solutions that take individual circumstances into account in ways that are fair to both parties,” explains GDF SUEZ Group Mediator Jean-Pierre Hervé. A series of important improvements have been made to the mediation service, so don’t hesitate to read all of them in detail in the annual report, which is available in French and English.

Key figures for 2013 and the trend in 2014

Reasons for application

  • 4,788 applications were made to the mediator in 2013.
  • Of those, 4,731 were redirected to the customer services teams of Group suppliers, and 57 were resolved by the Mediation service, with an average resolution time of 60 days.
  • Although the number of applications has remained unchanged in 2014, more than 150 of them had been accepted for mediation by the end of October.
  • 92% of the recommendations made were accepted by our customers.
  • 89% of applicants said that they were satisfied with their mediation.

The European dimension of mediation

The ADR (Alternative Dispute Resolution) directive adopted in May 2013 will be transposed into French law in July 2015. Emmanuel Constans, Chairman of the Public Services Mediators Club, stressed the fact that the directive “contains a strict definition of the guarantees required to ensure mediator independence, including appointment by a joint commission, and a 3-year definitive and renewable mandate.” The impact of the ADR will be essentially one of formality for GDF SUEZ, according to those attending the meeting, who see it as reflecting “an increasing interest in mediation by the EU across all business sectors.”

GDF SUEZ goals going forward

“We have set our ambitions high. We want to provide our customers with more information about mediation. We want to extend our discussions with consumer representative organizations and mediators in France and the wider Europe. We want to ensure compliance with the ADR directive. And we want to introduce mediation generally in all 70 of the Group’s operating countries, and establish the mediator’s annual report as a lever for progress for our operations departments,” explained Jean-Pierre Hervé, who has been the GDF SUEZ Group Mediator since July 1, 2014.

 

 

                        About GDF SUEZ Mediation

 

                        About the Club des Médiateurs

 

 

NEWS

21
Feb
2014

Publication of the Mediator’s Report 2013 from GDF SUEZ…

A key development in 2013 was the adoption of the Alternative Dispute Resolution (ADR) directive and the of Online Dispute…