It is a method of amicable dispute resolution (i.e. without the intervention of the judge) between a consumer and a professional and involving a third party (the Ombudsman).

The aim of mediation is to try to establish a dialog between the parties so that they can reach an agreement themselves.

The mediation process takes place on the basis of 5 steps following:

1. Filing of the application: the request for mediation is made online
2. Investigation of the case: the Ombudsman examines the case and contacts the parties to organize a first meeting
3. Negotiation: the parties, accompanied by the mediator, compose in order to reach an agreement
4. Solution proposal: the Ombudsman proposes a solution
5. Acceptance or rejection of the solution: you are free to accept or reject the solution proposed by the mediator

The electronic communications ombudsman can intervene if you have a dispute (commercial, contractual, technical, ...) with your telephony operator (fixed or mobile) or your Internet access provider.

For example, there may be a dispute over the billing of your telephone subscription or dissatisfaction with the quality of your Internet service.

Before you contact the Electronic Communications Ombudsman, you must imperative complete the following steps:

1. Contact the customer service department of your operator or supplier to make your complaint
2. If the customer service has not responded within 1 month or if its response is unsatisfactory, write to the customer service of your operator or supplier
3. If the consumer service has not replied to you within 1 month or if its reply is unsatisfactory, you can refer the matter to the Ombudsman for Electronic Communications

You can also contact the Ombudsman directly if the customer service has not replied to you within 2 months, without going through the consumer service.

All operators or suppliers have customer and consumer services.

The contact details of these services are mentioned in your contract and on your invoices. They are also available on the website of the operators or suppliers.

You must do it directly online:

Contact the electronic communications ombudsman online

You must scan all the supporting documents mentioned during your online process (copy of letters to the operator or supplier, reply...).

You have 1 year from the date of your written complaint to the customer service of your operator or supplier to contact the mediator.

Yes, the use of the electronic communications ombudsman is free. It's the professional who pays for it.

However, if you hire a lawyer or an expert, which is not mandatory, the costs will be borne by you.

The mediator will review your dispute and provide an opinion within a maximum of 3 months.

For example, the Ombudsman may offer a partial refund of your subscription.

This notice is sent to you by post or email. It is also sent to your operator or supplier.

You have 1 month after receipt of the Ombudsman's opinion to accept or reject the proposed solution.