STEP 1: I START BY MAKING A COMPLAINT TO THE COMPANY
For any question or complaint (high EDF billing, wrong consumption estimate by TOTAL DIRECT ENERGIE, unwarranted increase of your ENGIE bill, connecting delays too long by Enedis (previously ERDF) or by GRDF, or issues regarding your last LPG delivery for instance) you must first contact the customer department of your supplier or distributor.
Most of the complaints are processed over the phone.
However, if your issue is complex or if you cannot achieve a resolution over the phone, a written complaint is required.
Here are the contact details of the services in charge of processing complaints for the main distributors of electricity and natural gas:
41975 BLOIS CEDEX 9
76934 ROUEN CEDEX 09
TOTAL DIRECT ENERGIE
75 901 Paris CEDEX 15
35507 VITRÉ CEDEX
To obtain the contact details of the other suppliers of electricity or natural gas, and of the suppliers of other home energies (LPG from a network, in a tank or in a cylinder -propane, butane -, fuel oil, fuel wood, etc.), please consult your contract or your bill.
To obtain the contact details of your distributor of electricity or natural gas, please search the list of suppliers on energie-info.fr. Contact details are displayed at the bottom of the page.
GOOD TO KNOW : A complaint made by e-mail has the same value as one made by postal mail.
STEP 2: I SEND A REQUEST TO THE NATIONAL ENERGY OMBUDSMAN
If, after two months, you have not received a response from your operator, or if the response is not satisfactory, you may call upon the free assistance of the national energy ombudsman, within a maximum period of ten months.
Any referral made to the ombudsman must be done in French.
Send your request to the national energy ombudsman by directly reporting your dispute online with Sollen.
SOLLEN is an online, interactive and free service that aims at solving disputes by allowing you to communicate in real-time with the energy operators and the ombudsman’s teams.
Reporting my dispute online
You may also report your dispute by postal mail, after printing our form and sending it completed, along with all appropriate documents, to:
Médiateur national de l’énergie
Libre réponse n° 59252
75443 PARIS Cedex 09
Referring to the ombudsman is a free service: no need to stamp the envelope!
Any communication relative to mediation will be done in French only.
GOOD TO KNOW: the national energy ombudsman operates independently from the companies of the energy sector. It should not be confused with the ombudsman of the EDF group or the ombudsman of the ENGIE group.