National Energy Ombudsman: how to use it?

Verified 07 March 2024 - Directorate for Legal and Administrative Information (Prime Minister)

You must first contact the customer service of your energy supplier, distribution system operator or purchaser (i.e. the person who buys the energy you produce). If the dispute is not resolved, you can contact the National Energy Ombudsman to find an amicable solution. We are taking stock of the regulations.

In particular, the National Energy Ombudsman may intervene in the following cases:

  • Invoice too high
  • Connection times by Enedis or GRDF are too long
  • Poor estimate of energy consumption
  • Power delivery issue

All forms of domestic energy are concerned: electricity, natural gas, bottled or tank liquefied petroleum gas (LPG), fuel oil, wood and heat networks.

Warning  

The National Energy Ombudsman cannot intervene for disputes concerning the production of electricity if all the energy produced is resold or for energy renovation works or the award of energy premiums.

The following persons may apply to the National Energy Ombudsman:

  • Individual (including electricity producer who consumes part and resells the surplus)
  • Artisan
  • Merchant and liberal profession
  • SMEs with less than 10 employees €2 million turnover
  • Non-profit association
  • Local Government
  • Union of co-owners

Before using the National Energy Ombudsman, you must first call customer service your energy supplier, distribution system operator or purchaser (i.e. buy the energy you produce).

The contact details can be found on your subscription agreement or invoice.

If the dispute is not resolved, you must make a written complaint from your energy supplier, distribution system operator or purchaser.

You must keep a copy of your claim.

If after 2 months you do not get an answer or if you are not satisfied with it, you can call on the national energy ombudsman in a maximum 10 months.

Your written complaint shall not not more than 1 year old.

FYI  

certain suppliers (EDF, ENGIE) have their own internal mediation service. However, there is no need to call in the National Energy Ombudsman beforehand through an internal Ombudsman.

You can call on the Ombudsman directly by line or by mail.

Please note

The use of mediation suspend the time limits for bringing legal proceedings.

Online

Your referral can be made directly online:

Use the National Energy Ombudsman online

You must describe precisely the subject of your dispute.

You must attach (scan) to your referral the proof of your written complaint to customer service and other documents in your possession concerning your dispute.

By mail

Your referral can be made by mail sent to the following address:

Who shall I contact

Your mail should describe precisely the subject of your dispute.

You must attach to your mail proof of your written complaint to customer service and other documents in your possession concerning your dispute.

Referral to the National Energy Ombudsman is free.

During the review of your case, the National Energy Ombudsman asks your energy supplier, distribution system operator or purchaser to forward it to him its observations on the dispute.

The National Energy Ombudsman formulates a dispute resolution recommendation in a three-month period. In the event of a complex dispute, the National Energy Ombudsman informs you of the extension of the investigation period.

That recommendation is in writing.

The recommendation is sent to you and your energy supplier, distribution system operator or purchaser. You and your energy supplier, distribution system operator or purchaser are free to decide whether or not to follow this recommendation.

If your energy supplier, distribution system operator or purchaser chooses to follow the recommendation, it must inform the National Energy Ombudsman in a 1-month period.

If you are not satisfied with the recommendation, you will be informed in writing of the possibility of appealing to the judge.

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