Connaitre ses droits

What to do in case of complaint or litigation related to my contract to supply electricity or natural gas

Written by Administrator Saturday, 03 September 2011 14:52

Here are the steps to follow for any claim or dispute related to my contract to supply electricity or natural gas.

Step 1: I carefully read my contract

First, I carefully read my contract, which must describe the methods of amicable settlement of disputes.

The procedures may vary depending on the subject of the dispute (contestation of the bill, cut lead times of technical services, etc.).

Step 2: I contact in writing (by registered letter with acknowledgment of receipt), customer service from my supplier

In case of dispute with my supplier of electricity or natural gas, whatever the reason, I send a mail to customer service from my supplier that handles the claims. The sending of the written complaint by registered letter with acknowledgment of receipt (AR) allow me to keep proof of my claim to capture later, if necessary, the national ombudsman for energy, or to initiate litigation .

In some cases, I can also contact the system operator, which serves my area of ​​residence (contact information listed on my bill)

Step 3: I am not satisfied with the response of my interlocutor: Several options are available to me

Case 1: in case of dispute with my supplier of electricity or natural gas: I refer to the Ombudsman National Energy Board to try to find an amicable solution to the dispute object to my supplier.

I refer to the Ombudsman National Energy to resolve disputes arising from the implementation of (the) contract (s) delivery that I subscribed (s) with an electricity or natural gas.

The dispute must necessarily have been the subject of a prior written complaint with the supplier concerned.

When the dispute was not resolved within two months of receipt of my claim, I shall then have a period of two months to appeal directly to the national ombudsman and free energy. This referral must be written or handed on a durable medium (eg email). The submission must include all elements necessary for its examination (copies of letters exchanged, invoices, etc.). And the completed referral form. This document is essential to the analysis of the case.

Once entered, the mediator must make a written recommendation and reasons within two months from the date of receipt of the referral.

Here is the address where I can send without postage, my file:

National Energy Ombudsman
Free Answer # 59252
75443 PARIS Cedex 09

For details on the referral to the Ombudsman, I can call the Energy Info azure number 0810 112 212 (cost of a local call from a landline)

Case 2: the dispute involves an obligation on the transmission system: according to my situation, I have two options:

If my dispute with the transmission system is linked to my supply contract, I can refer to the Ombudsman National Energy (see above procedure)

If the dispute relates to my network manager and is linked to access or use of the network, I can seize the Committee of dispute resolution and sanctions (CORDIS) of the Commission for Energy Regulation through a procedure called "dispute resolution".

I can grasp the rope without any need me to be represented. This statue at the end of a period of two months, which may be extended if necessary.

In any case, I can also inform the ongoing dispute with my supplier the Departmental Directorate for Competition, Consumer Affairs and Fraud Control of the location of the headquarters of my supplier. It may, where appropriate, initiate an investigation to find a possible infringement of consumer law.

I can also, without necessarily having taken all the remedies described above (customer service provider, National Ombudsman of the Energy Regulatory Commission of Energy), initiate litigation by entering the court.