If you're experiencing some troubles with your energy supplier in France (EDF or Engie for example), here is what to do.
Step 1: Contact your supplier's customer service
The first step in solving your problem is to contact your energy supplier's customer service. Each energy provider in France has its own customer service, and here are their contact details (phone number, online contact forms and addresses).
Be aware that it may be hard to reach English-speaking advisors on the phone, and some customer service phone numbers may be paying numbers.
|Provider||Customer Service Phone Number||Online form||Customer Service Address|
|09 69 32 15 15 (in French)
EDF English customer service number
41975 Blois Cedex 09
|09 69 324 324||Online form||ENGIE
76934 Rouen Cedex 09
|09 70 80 69 69||Online form||Total Direct Energie
75901 Paris Cedex 15
|09 70 820 320||Online form||Eni
35 507 Vitré Cedex
|09 74 76 30 19||Online form||Planète OUI
2 rue Hegel
Most providers commit to answering your online request within two business days. By law, your customer service must have answered to your written request within two months.
Step 2: Contact your Supplier's Mediator
As EDF and Engie are big corporations, their customer service has several layers. If you are unsatisfied with their standard customer service response, you can contact EDF or Engie's Mediator. Keep in mind however that its power is only advisory: neither you nor the supplier are obliged to follow its recommendations.
Contacting EDF's Mediator
75804 Paris Cedex 8
Or you can contact EDF's mediator online.
Contacting Engie's Mediator
92099 La Défense Cedex
Or you can contact Engie's mediator online.
Step 3: Contact the National Energy Mediator
If you are not satisfied by the customer service or the supplier's mediator answer, you can write to the Médiateur National de l'Energie. The Mediator is an independent public authority which informs the customer and helps resolving energy-related litigations.
- Contacting the National Energy Mediator
- Through the SOLLEN online form
- In writing:
Médiateur national de l’énergie
Libre réponse n° 59252
75443 PARIS Cedex 09
Are you unsatisfied with your current energy provider in France? Have you thought about switching suppliers?