When to complain ?

The national energy ombudsman explains how to submit your complaint to him if you have a dispute with your electricity and/or natural gas supplier.

A prior complaint

 In order to be able to appeal to the national energy ombudsman you must have sent a prior written complaint to your supplier, ideally by registered letter with acknowledgment of receipt. The supplier then has two months in which to offer you a solution.

These exchanges are absolutely necessary to be able to appeal to the ombudsman because his role is not to take the place of suppliers for handling of complaints.

Set time limits

 If you are not satisfied by the proposal or if you have received no answer two months after the supplier has received your complaint, you or your representative may appeal to the ombudsman by letter within no more than two months.

A complete case file

 The complaint must contain all the elements required for it to be considered (copy of exchange of letters, invoices, contract, proof of costs borne etc).