National Energy Ombudsman: how to use it?

Verified 14 October 2026 - Public Service / (Prime Minister)

In the event of a dispute with your energy supplier or the distribution system operator, you must first contact customer service. If the dispute is not settled, you can refer the matter to the National Energy Ombudsman to find an amicable solution. We're taking stock of the regulations.

The National Energy Ombudsman may intervene in the following disputes:

  • Invoice too high
  • Connection times by Enedis or GRDF too long
  • Misestimation of energy consumption
  • Problem related to the delivery of energy.

All forms of household energy are concerned: electricity, natural gas, liquefied petroleum gas (LPG) in bottles or tanks, fuel oil, wood and heating networks.

Warning  

The National Energy Ombudsman cannot intervene for disputes concerning the production of electricity if all the energy produced is resold or for Energy renovation works or the award of energy premiums.

The National Energy Ombudsman may be referred to it by:

  • One private (including electricity producer who consumes a part and resells the surplus)
  • One micro-company (craftsman, trader, liberal profession and small professional with less than 10 employees and a turnover of less than 2 million euros)
  • One non-professional (non-profit association, local authority and syndicate of co-owners).

Before using the National Energy Ombudsman, you must first contact customer service from your energy supplier or distribution system operator. The contact details are on your subscription contract or invoice.

If the dispute is not resolved, you must address a written complaint to your energy supplier or distribution system operator. You must keep a copy of your claim.

If, after 2 months, you have not received an answer or, if you are not satisfied with the answer, you may refer the matter to the mediator in a maximum period of 10 months.

Your written claim shall not not older than 1 year.

FYI  

Some suppliers (EDF, ENGIE) have their own internal mediation service. However, it is not necessary to have recourse beforehand to an internal mediator in order to appeal to the national energy mediator.

You can contact the mediator directly by line or by mail.

Online

Your request can be made directly online:

Referral to the National Energy Ombudsman online

You must describe precisely the subject of your dispute.

You must scan the following documents:

  • Copy your written complaint to the energy supplier or distribution system operator
  • Any useful document the examination of the file (for example, invoice).

Please note

The use of mediation suspends time limits for taking legal action.

By post

Your request can be made by post:

Who shall I contact

Your mail must describe precisely the subject matter of your dispute.

You must attach the following documents:

  • Copy your written complaint to the energy supplier or distribution system operator
  • Any useful document the examination of the file (for example, invoice).

Please note

The use of mediation suspends time limits for taking legal action.

The remedy is free.

During the examination of your file, the national energy ombudsman asks your energy supplier or distribution system operator to send it its observations on the dispute.

The mediator formulates a written recommendation to resolve the dispute within a period of 90 days (about 3 months). In the case of complex cases, this period may be extended. The mediator then informs the parties.

The written recommendation is sent to your energy supplier or distribution system operator and to yourself. Either party is free to follow this recommendation or not.

If your energy supplier or distribution system operator decides to follow the recommendation, they must inform the mediator within the time limit (usually 1 month).

If the recommendation of the mediator does not resolve the dispute, it is possible to make a appeal to the court of your place of residence.