What happens afterwards ?

As soon as case files are received, they are examined by the national energy ombudsman to decide whether they are admissible. Each claim is examined individually and a personalised reply is given.

Receipt of letter

 In each case an acknowledgment of receipt is sent by letter to the consumer or his representative. His supplier also receives a copy.
Admissibility of the appeal to the ombudsman

 If the appeal is not admissible the ombudsman explains the reasons within one month of its receipt. The consumer's complaint is then sent to the competent administrative authority and the consumer is informed of this, as provided for by article 20 of the law of 12th April 2000.

 If the appeal is admissible the ombudsman then asks the supplier and/or network operator concerned to provide him with their comments on the situation of which he has been informed.

Analysis of the case file

 The examination of this initial information can lead to additional comments being requested from the consumer, the supplier and the network operator by e-mail, letter or telephone. With the parties' agreement the mediator can also hear consenting third parties.

The recommendation of a solution to the dispute

 The consumer, the supplier and the network operator, as appropriate, are consulted during the drafting of the recommendation before it is finalised and sent within two months of the date of acknowledgment of receipt of the appeal.

 The drafting of the recommendations is subject to four key principles :

  • Simplicity : the recommendations must be understandable by anybody without any special legal or technical knowledge ;
  • Fairness : the recommendations take account of every situation and restore the balance between the parties ;
  • Exemplarity : the recommendations can highlight opportunities for improvement by suppliers and network operators to avoid similar disputes arising in future ;
  • Pro-activeness : if necessary the examination of case files leads to an in-depth investigation of current rules and procedures and operator practices.

 The ombudsman's recommendation is communicated in writing to each of the parties, who are free to follow the ombudsman's opinion or not. However, suppliers must inform the ombudsman within two months of the follow-up made to his recommendation.

 In the consumer's interest, any recourse to mediation suspends the time allowed for applications through the courts. When the ombudsman has made his recommendations the time allowed for legal recourse continues from the point when the appeal was made, as if the mediation had not taken place.

 Read a recommendation (French language)