Missions
The national energy ombudsman is responsible for examining consumer complaints, recommending solutions to disputes relating to the performance of contracts for the supply of electricity or natural gas, and taking part in campaigns to inform consumers about their rights.
The national energy ombudsman is an independent administrative authority, and is responsible for recommending solutions to disputes relating to the performance of contracts for the supply of electricity or natural gas, and taking part in campaigns to inform consumers about their rights.
Recommending solutions to disputes
If the consumer is in dispute with his electricity or natural gas supplier, he or his representative (consumer association, lawyer etc) can appeal to the national energy ombudsman to assist him in settling the disagreement.
After examining the case the ombudsman prepares a written recommendation supported by detailed arguments which will enable the dispute to be settled within two months of the case being brought before him.
Informing consumers of their rights
The national energy ombudsman takes part in information campaigns to consumers regarding their rights and the procedures to be followed.
To this end the ombudsman shares the financing of the "Energy info" information unit with the CRE (Energy Regulation Commission). This includes a call center open from Monday to Friday between 08:30 a.m. and 6:00 p.m on 0810 112 212 together with a web site: www.energie-info.fr.
The role of this unit is to provide consumers with all the information they require, help them with procedures related to the supply of electricity and natural gas, and direct them if necessary towards persons qualified to assist them.
(1) An individual or professional consumer who subscribes for electrical power not exceeding 36 kVA and consumes less than 30,000 kWh of natural gas per year;
(2) Charged at cost of a local call
