The main mission of the GDF SUEZ Mediation office is to resolve persistent disputes with any person or organization concerned by the Group’s activities, irrespective of whether they are Group customers.
GDF SUEZ Mediation listed by the CMC (Commission de la Médiation de la Consommation)
The CMC, created by the law of July 1st 2010, started to list mediation systems, in accordance with the mission it has been given by public authorities. The purpose of this listing is to encourage the improvement of mediation in promoting quality procedures and to inform consumer about the guaranties of those procedures, in accordance with its charter.
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.
Michel Astruc was appointed Mediator by the Group’s Chairman & CEO in November 2005. 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.
Mediation day at Palais Bourbon
This year, the topic of the Rendez-vous d’Automne organized by the French national mediators’ association (ANM) was: “Mediation, a political stance”
For more information, visit the ANM website
5th Citizens’ Energy Forum (CEF)
The London Forum is an annual event which brings together Europe’s energy consumer protection players. Every year, it provides the opportunity to take stock of the progress made in the work carried out across Europe, as well as follow up on the recommendations made at previous sessions.
For more information, visit the European Commission website.
This charter is for any person who is interested in GDF SUEZ Mediation.
It defines the principles and process of Mediation.
The Report is available online. (EN)
The report details a year of mediation work, including the activities and discussions regarding developments in consumer affairs and the energy sector, plus a concise analysis of the mediation solutions developed with the customers and departments of GDF SUEZ. It also contains the Mediator’s recommendations for improving customer processes and managing complaints.
A french version of the Report is also available. (FR)
Transposition of the Mediation Directive of May 21, 2008 (Order No.2011-1540 of November 16, 2011
The Mediation Directive of May 21, 2008 has been transposed into French law by Order No. 2011-1540 of November 16, 2011 and Decree No. 2012-66 of January 20, 2012. The Order sets out the definition of mediation as given in the 2008 Directive, and a shared framework for mediation characterized by impartiality, competence, diligence and confidentiality, making it possible to define a general framework for mediation in France.
Project ADR (Alternative Dispute Resolution) Directive
This work programme reflects a strong ambition on the part of the EC in order to involve all consumer sectors, in each Member State, in the development of alternative dispute resolution procedures. Those must be accessible for each citizen.
Current discussions helped to deepen the diverse existing mediation procedures, to ensure compliance with strict quality criteria in order to reinforce consumer trust.
- Download the GDF SUEZ Mediator’s Report:
– in French (Pdf – 3.7 KB)
– in English (PDF – 3.7 KB)
- Download the “Essential” summary of the annual report presentation (in French, pdf – 700 KB)
- View the eight values of GDF SUEZ Mediation (in French, pdf – 118 KB)
- View the French Organization of Public Service Mediators charter (in French only, pdf – 52 KB), and visit its website dedicated to Institutional Mediation
- View the Partnership guide between consumer associations and the French Organization of Public Service Mediators (Pdf – 1 MB)