What is the procedure for referring electronic communications to the Ombudsman?

This is a mode of amicable dispute resolution (i.e. without the intervention of the judge) between a consumer and a trader and involving a third party (the mediator).

The purpose of mediation is to try to establish a dialog between the parties so that they can reach an agreement themselves.

The mediation process is conducted according to the 5 steps following:

1. Deposit of the request: the request for mediation is done online
2. Instruction file: the mediator examines the file and contacts the parties to organize a first meeting
3. Negotiation : the parties, accompanied by the mediator, shall call with a view to reaching an agreement
4. Proposed solution : the mediator offers you a solution
5. Acceptance or refusal of the solution: you are free to accept or refuse the solution proposed by the mediator.

The electronic communications mediator can intervene if you have a dispute (commercial, contractual, technical, ...) with your telephone operator (fixed or mobile) or your internet service provider.

This could be, for example, a dispute over the billing of your telephone subscription or dissatisfaction with the quality of your internet service.

Before contacting the electronic communications ombudsman, you must imperatively follow the following steps:

1. Get in touch with the customer service from your operator or supplier to make your claim
2. If customer service has not answered within a time limit of 1 month or if his answer is unsatisfactory, write to consumer service from your operator or supplier
3. If the consumer service has not not answered within a time limit of 1 month or if his answer is unsatisfactory, you can enter the electronic communications ombudsman.

You can also contact the mediator directly if the customer service department has not replied to you within 2 months, without going through the consumer service.

All operators or suppliers have a customer service and a consumer service.

The contact details of these services are mentioned in your contract and on your invoices. They are also available on the website of the operators or suppliers.

You must enter it directly online:

Contact the electronic communications ombudsman online

You must scan all the supporting documents mentioned during your online process (copy of letters to the operator or supplier, response...).

You have 1 year from the date of your written complaint to the customer service of your operator or supplier to refer the matter to the mediator.

Yes, the use of the electronic communications ombudsman is free. The cost is borne by the professional.

However, if you use a lawyer or an expert, which is not mandatory, the costs will be at your expense.

The mediator examines your dispute and formulates an opinion within a maximum of 3 months.

The mediator may, for example, offer a partial refund of your subscription.

This notice is communicated to you by mail or email. It is also transmitted to your operator or supplier.

You have 1 month after receipt of the mediator's opinion for accept or refuse the proposed solution.