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  • In which case ?-
    from consumers concerning disputes with their electricity and or natural gas supplier or DSO The ombudsman s authority Disputes concerned disputes between any private non professional or professional consumer 1 and their electricity or natural gas supplier or DSO all disputes derived from the performance of the contract for supply and distribution of electricity or natural gas Prior written complaint A prior written complaint to your electricity or natural gas supplier or DSO is an essential condition for appealing to the ombudsman The ombudsman advises you to send the complaint by registered post with acknowledgment of receipt Any consumer who has sent a complaint to his energy supplier or DSO without receiving a satisfactory answer to his point of view or if he has received no reply may appeal to the ombudsman directly or through a representative In the consumer s interest any recourse to mediation suspends the time allowed for applications through the courts When the ombudsman has made his recommendations the time allowed for legal recourse continues from the point when the appeal was made as if the mediation had not taken place Cases where the ombudsman cannot intervene Complaints The ombudsman has no authority for complaints concerning

    Original URL path: http://www.energie-mediateur.fr/the_national_energy_ombudsman/appeal_procedure/in_which_case.html (2013-12-11)
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  • Who can complain ?-
    happens afterwards FAQ Who can complain Any consumer who has unsuccessfully attempted to resolve a dispute with his energy supplier or DSO may appeal to the ombudsman Consumers Any private non professional or professional 1 consumer can refer a case to the national energy ombudsman free of charge to attempt to find an out of court solution to the disagreement between them and their electricity or natural gas supplier or

    Original URL path: http://www.energie-mediateur.fr/the_national_energy_ombudsman/appeal_procedure/who_can_complain.html (2013-12-11)
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  • When to complain ?-
    gas supplier or DSO 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 or DSO ideally by registered letter with acknowledgment of receipt The supplier or DSO 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

    Original URL path: http://www.energie-mediateur.fr/the_national_energy_ombudsman/appeal_procedure/when_to_complain.html (2013-12-11)
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  • How to proceed ?-
    consumers in the event of a dispute www energie info fr mes droits Applications to the ombudsman are in two stages A written complaint to the supplier or DSO concerned is required preferably by registered letter with acknowledgment of receipt The supplier or DSO then has two months in which to offer you a solution If you are not satisfied by the proposal or if you have received no answer

    Original URL path: http://www.energie-mediateur.fr/the_national_energy_ombudsman/appeal_procedure/how_to_proceed.html (2013-12-11)
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  • What happens afterwards ?-
    explains the reasons within one month of its receipt The consumer s complaint is then sent to the competent administrative authority and the consumer is informed of this as provided for by article 20 of the law of 12th April 2000 If the appeal is admissible the ombudsman then asks the supplier and or DSO concerned to provide him with their comments on the situation of which he has been informed Analysis of the case file The examination of this initial information can lead to additional comments being requested from the consumer the supplier and the network operator by e mail letter or telephone With the parties agreement the ombudsman can also hear consenting third parties The recommendation of a solution to the dispute The consumer the supplier and or DSO as appropriate are consulted during the drafting of the recommendation before it is finalised and sent within two months of the date of acknowledgment of receipt of the appeal The drafting of the recommendations is subject to four key principles Simplicity the recommendations must be understandable by anybody without any special legal or technical knowledge Fairness the recommendations take account of every situation and restore the balance between the

    Original URL path: http://www.energie-mediateur.fr/the_national_energy_ombudsman/appeal_procedure/what_happens_afterwards.html (2013-12-11)
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  • FAQ-
    action Organisation Who is the ombudsman Appeal procedure In which case Who can complain When to complain How to proceed What happens afterwards FAQ Recommendations To find a recommendation Publications Activity Report Press Contact In which case Who can complain

    Original URL path: http://www.energie-mediateur.fr/the_national_energy_ombudsman/appeal_procedure/faq.html (2013-12-11)
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  • To find a recommendation-
    8 2 Tarifs sociaux 8 3 Autres 9 RACCORDEMENT 9 1 Délais 9 2 Ouvrages 9 3 Prix 9 4 Fraude 9 5 Autre Choisir une année 2013 2012 2011 2010 2009 2008 Toutes Choisir une énergie Électricité Gaz Dernières recommandations Recommandation n 2013 1768 04 12 2013 Recommandation n 2013 1768 Coupure programmée Défaut d information Recommandation n 2013 1757 20 11 2013 Recommandation n 2013 1757 Coût du raccordement Choix d une technologie aérienne ou souterraine Publication obligatoire des barèmes et procédures Solution technique de référence Recommandation n 2013 1756 02 12 2013 Recommandation n 2013 1756 Coût de rénovation des colonnes montantes présomption de propriété droit d abandon au bénéfice des copropriétaires Recommandation n 2013 1690 07 11 2013 Recommandation n 2013 1690 Raccordement Passage de triphasé en monophasé Branchement vétuste Recommandation n 2013 1677 08 11 2013 Recommandation n 2013 1677 Colonnes montantes Forfait cuisine collectif Tarif d acheminement Recommandation n 2013 1674 07 11 2013 Recommandation n 2013 1674 Transmission tardive des index relevés par le distributeur Emission d une facture rectificative par le fournisseur Recommandation n 2013 1672 07 11 2013 Recommandation n 2013 1672 Contrat de vente de gaz réparti Coefficient énergétique global Informations à fournir aux consommateurs Dysfonctionnement de compteurs individuels Prise en compte des relevés de la chaufferie collective Recommandation n 2013 1602 24 10 2013 Recommandation n 2013 1602 Commission de surendettement Plan de redressement Créances échues Coupure Recommandation n 2013 1474 03 10 2013 Recommandation n 2013 1474 Tarif social de première nécessité Devoir d information Index de résiliation et souscription Recommandation n 2013 1473 03 10 2013 Recommandation n 2013 1473 Consommation sans fournisseur Mise en service tardive Blocage du point de livraison Délais contractuels Recommandation n 2013 1472 16 10 2013 Recommandation n 2013 1472 Lisibilité de la facturation Facturation des taxes Contribution au Service Public de l électricité CSPE Recommandation n 2013 1468 15 10 2013 Recommandation n 2013 1468 Surtension Catalogue des prestations du distributeur Délai de réalisation maximum Recommandation n 2013 1419 23 09 2013 Recommandation n 2013 1419 Arrêté du 18 avril 2012 relatif aux factures de fourniture d électricité ou de gaz naturel Mentions obligatoires Coordonnées du Médiateur national de l énergie Historique de consommation Recommandation n 2013 1333 19 09 2013 Recommandation n 2013 1333 Modalités de décompte du délai de règlement Pénalités de retard Recommandation n 2013 1217 01 08 2013 Recommandation n 2013 1217 Dysfonctionnement de compteur Application de la procédure concertée entre les acteurs du marché de l énergie Entreprise Locale de Distribution Recommandation n 2013 1030 27 06 2013 Recommandation n 2013 1030 Souscription de contrat Moyen de paiement Prélèvement automatique Recommandation n 2013 1025 10 07 2013 Recommandation n 2013 1025 Impayés Pénalités pour retard de paiement Délai d encaissement Suspension de fourniture pour impayés Recommandation n 2013 0906 14 06 2013 Recommandation n 2013 0906 Augmentation inexpliquée des consommations Publication des relevés Sous estimation des consommations Recommandation n 2013 0894 21 06 2013 Recommandation n

    Original URL path: http://www.energie-mediateur.fr/the_national_energy_ombudsman/recommendations/to_find_a_recommendation.html (2013-12-11)
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  • Activity Report-
    ombudsman Appeal procedure In which case Who can complain When to complain How to proceed What happens afterwards FAQ Recommendations To find a recommendation Publications Activity Report Press Contact Activity Report Press Contact Activity Report 2012 Download activity report 2012

    Original URL path: http://www.energie-mediateur.fr/the_national_energy_ombudsman/publications/activity_report.html (2013-12-11)
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