We mediate in Energy sector
A way of improvement
We build consumer trust
We listen to consumers
Who We Are
EEMG (the European Energy Mediators Group) is an independent and non-profit Europe-wide professional group, made up of customer mediators from European Energy Companies.
Our principal objective is to promote mediation between companies and consumers in the energy sector as a means to settling disputes and complaints. We started our activity in 2007 in an informal way and in 2009 the group came into existence in order to express our common position.
Message from the President
1. What is EEMG?
The European Energy Mediators Group-EEMG- is the European Group of Ombudsmen (“ Mediators”) of energy companies, either suppliers or distributors. This group started in 2007 and now includes a very significant number of ombudsmen belonging to large and small companies across Europe embracing different cultures, legal systems, and approaches to overcome the issues presented by customers after failing to be solved by the departments of their companies in charge of management of complaints.
2. Which values and importance of each Ombudsman?
The ombudsmen are connected to their companies but their activities should be pursued following a very strict ethical code based on the values of independence, transparency, equity and respect.
Nowadays, the technological evolution disseminating Robots, Artificial Intelligence tools, and chats used by most energy companies have many advantages but they are also responsible for the need to reinvent a human and personal link between the client and an officer connected to the company committed to overcome the client problems and woes. This role can be performed by the company`s ombudsman explaining why his importance has been growing during the last years.
3. Which benefits from EEMG membership?
During the meeting held in Paris, October 2023, the method for election of the President was approved and so I am very honoured to be the first elected President of this Group.
I am committed to revamping the activities of EEMG including meetings, workshops, exchange of experiences, and interactions with other European institutions.
Being a member does not imply paying any fee but allows to receive outstanding benefits such as:
- Being part of a European statistical databank concerning the evolution and management of the claims presented by the clients.
- Exchanging ideas, and innovative projects as well as best practices or experiences across cultures and companies.
- Learning from other ombudsmen how to overcome challenges and how to improve the management of claims.
- Understanding different systems and policies to face crises and social problems as well as to support the complex decisions to be made by clients to find their best options.
- Receiving information concerning trends and future decisions of the European Union institutions as well as contributing to such processes.
- Participating in the annual meeting of EEMG to discuss results and to make EEMG decisions having each company one vote.
4. Who can be an EEMG member and which contacts?
Any ombudsman of an energy company, either supplier or distributor, can become a member of EEMG. Furthermore, colleagues who are not ombudsmen but are pursuing activities aiming to improve the management of claims of clients of energy companies can apply to become associate members, subject to a majority vote.
Any questions, queries, and contacts can be made to:
joao.amaralpereira@edp.com, diogo.jesus@edp.com
Luís Valadares Tavares
President of EEMG
12 October 2023
