Electronic Communications Ombudsman: how to use it?

Verified 29 August 2022 - Directorate for Legal and Administrative Information (Prime Minister)

You are facing a dispute (commercial, contractual, technical, ...) that could not be settled amicably with your telephone operator or your internet service provider? The Electronic Communications Ombudsman can intervene for free to try to resolve your dispute. We'll tell you what to do.

The electronic communications ombudsman can intervene if you have a dispute (commercial, contractual, technical, ...) with your telephony operator (fixed or mobile) or your Internet access provider.

Before entering the mediator, you must imperative complete the following steps:

  1. Contact the customer service department of your operator or supplier to make your complaint
  2. If the customer service has not responded within 1 month or if its response is unsatisfactory, write to the customer service of your operator or supplier
  3. If the consumer service has not replied to you within 1 month or if its reply is unsatisfactory, you can refer the matter to the Ombudsman for Electronic Communications

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

All operators or suppliers have customer and consumer services.

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.

FYI  

if legal proceedings are initiated by you or your internet service provider while mediation is ongoing, the proceedings before the ombudsman are terminated.

You must enter the Ombudsman 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, reply...).

Warning  

you're 1 year old from the date of your written complaint to the customer service of your operator or supplier to contact the mediator.

It's free.

The mediator will review your dispute and provide an opinion within a maximum of 3 months. For example, the Ombudsman may offer a partial refund of your subscription.

This notice is sent to you by post or email. It is also sent to your operator or supplier.

You have 1 month after receiving the Ombudsman's opinion to accept or reject the proposed solution.

You accept

You agree with the operator or supplier to implement the solution proposed by the mediator.

For example, your operator agrees to reimburse you. The dispute ends there.

You refuse

Mediation ends.

You can appeal to a civil court to resolve the dispute.

The competent court depends on the sums involved in the dispute.

  • For a case less than or equal to €10,000, it is the local court or the judicial court.
  • For a case greater than €10,000No, it's the court.
Who shall I contact

Who can help me?

Find who can answer your questions in your region

  • 0809 540 550 DGCCRF - ResponseConso

    Having trouble following a purchase? Do you have a question about a point of law before buying or ordering?

    You can get an answer from a DGCCRF: titleContent by calling the 0809 540 550.

    No surtax number

    • Opening hours of the service:
    • Monday and Tuesday: from 8:30 am to 12:30 pm and from 1:15 pm to 5:15 pm
    • Wednesday: 13:15 to 17:15
    • Thursday: from 8:30 to 12:30
    • Friday: from 8:30 am to 4 pm
  • Regulatory Authority for Electronic Communications and Posts (Arcep)

  • Electronic Communications Ombudsman

    By mail

    CS 30342

    94257 Gentilly Cedex