Means of action
Consumers who have a dispute with an electricity or natural gas supplier can appeal to the national energy ombudsman for his help.
Mediation
Mediation is a means of resolving disputes out of court. It calls upon a third party whose mission is to help the parties involved to come to an agreement.
Today, mediation has become recognised in the energy sector as a rapid, free and efficient method for settling disagreements between consumers and their electricity and/or natural gas supplier. The ombudsman intervenes at the consumer's request when he considers that he has not received a satisfactory response to his claim or if there has been no response from his supplier (1).
All claims submitted to the national energy ombudsman are examined case by case, in complete independence.
While a case is being examined he can hear the parties or ask them to produce comments within a set time. With the parties agreement he can also hear consenting third parties.
The recommendations
After examining the case the ombudsman prepares a written recommendation for a solution to the dispute within two months of the case being brought before him.
This 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 mediator within two months of the follow-up made to his recommendation.
All claims examined are subject to in-depth technical and legal investigations, and are based on consultation and cooperation between the parties.
As he is required to report on his work to Parliament, the ombudsman has chosen to publish his recommendations.
(1) in some cases the consumer can send his complaint directly to the operator of his network.
