BROCHURE
FOR ENERGY CONSUMERS RIGHTS
FRANCE
1. SCOPE
This BROCHURE is an introductory tool in order to give you adequate information on your
rights as energy consumer in France. It contains useful information concerning:
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Your rights
Transparent contract information
Basic information on how to satisfy your needs using energy more efficiently
Basic information on energy tariffs and bills
Complaint and dispute resolution procedures
2. PUBLIC AUTHORITIES
The energy regulatory authority, the Commission de regulation de l’énergie (CRE, 15 rue
Pasquier, 75008 Paris, http://www.cre.fr/) is an independent authority from any energy
undertakings and any other public institution (e.g. government). It is your reference for energy
market related issues. As a publicly established body, CRE issues comprehensive regulatory
provisions about the energy market in order to protect customers from the monopolistic
behavior of energy companies. Your regulatory authority ensures the reliability of the energy
system, as well as accessibility, protection and empowerment of customers. CRE shall take
necessary steps to ensure clearness and reliability of information provided by the suppliers to
consumers, and to promote competition in the energy sector. Your regulator can provide you
with relevant information concerning the energy market.
The national energy ombudsman is responsible for examining consumer complaints,
recommending solutions to disputes between consumers and suppliers or DSO of energy, and
taking part in campaigns to inform consumers about their rights. If the consumer1 is in dispute
with his energy supplier or DSO, he or his representative (consumer association, lawyer, etc.)
can appeal to the national energy ombudsman to assist him in settling the disagreement.
After examining the case the ombudsman prepares a written recommendation supported by
detailed arguments which will enable the dispute to be settled within two months of the case
being brought before him. The national energy ombudsman takes part in information
campaigns to consumers regarding their rights and the procedures to be followed. To this end
the ombudsman finances the "Energy info" information unit. This includes a free call center
(0800 112 212) together with a web site: www.energie-info.fr. The role of this unit is to provide
consumers with all the information they require, help them with procedures related to the
supply of energy, and direct them if necessary towards persons qualified to assist them.
3.ENERGY SYSTEM - TEHNICALLY AND ECONOMICALLY
The electricity/gas you are using is produced at specific facilities. To reach your house it flows
through power networks/gas pipelines. In order to be supplied, you first need to be connected
to the distribution network managed by a company serving the area where you live. This
company is responsible for physical delivery of electricity/gas to your house.
You, as a household customer, could be supplied by the company which has been providing
this service in your area historically. The supplier is responsible for purchasing (and/or
producing) electricity/gas to supply you. This is the company you pay for electricity/gas too. In
some cases, the same company that supplies you also distributes energy in your area.
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Energy delivery system
4. GENERAL CONSUMER RIGHTS
In order to be supplied with energy, you are supposed to be connected to the electricity/gas
distribution system. The procedure is as follows:
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Contact your local distribution company,
Pay connection fees to the distribution company that are determined by CRE.
The distribution company is obliged to give you all the support you need especially
about the period to complete the connection, which takes 36.8 days in average for
the electricity grid,
The distribution company informs you, in writing, about your connection to the
distribution grid.
A metering appliance is installed on your property.
The distribution company is also responsible for servicing and maintenance of distribution
system including metering appliance.
In case the distribution company is not also your supplier you will get instructions on how to
contact a supplier to get energy for your home.
The supplier should provide you with all relevant information concerning price, connection and
disconnection rules and fees, terms of bills payment, dispute rules, etc.
Energy companies HAVE TO RESPECT YOUR RIGHTS!
5. CONSUMERS PROTECTION
You are not just a consumer but a client for the company.
As a client you have the right to:
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Access the pricing policy of your supplier and the appropriate level of customer
service, as well as billing, payment options;
File a complaint to your energy supplier if you are not satisfied with your energy
supply service;
Submit an appeal to the national energy ombudsman (Médiateur national de
l’énergie, http://www.energiemediateur.fr/the_national_energy_ombudsman/the_ombudsman/missions.html) for
settlement (free of charge) in case your complaint is not managed to your
satisfaction;
Ask for help to a consumer association (Adéic, AFOC, Association Leo Lagrange
pour la défense des consommateurs, CGL - Confédération générale du Logement,
CLCV, Conseil National des Associations Familiales Laïques, Confédération
Nationale des associations familiales catholiques, Confédération Nationale du
logement, Confédération syndicale des familles, Familles de France, Association
pour l'information et la défense des consommateurs salariés – CGT, UFC Que
Choisir, etc. ).
6. ENERGY BILL
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Your supplier is obliged to regularly send you your energy bill, at least every year
based on the actual consumption (but bills are generally issued every two months
from a practical point of view);
You should contact your supplier in case you have not received your bill in due time;
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You are obliged to pay for the energy delivered to you, otherwise your connection
may be suspended and you may be exposed to additional connection fees.
What you pay in the electricity and gas bills2:
Supply
Transmissionanddistributioncharges
Taxes
7. REDUCED TARIFFS FOR SOME CONSUMER CATEGORIES
Social tariffs for gas and electricity take the form of a standard deduction which varies
depending on consumption and household composition. The beneficiaries are determined
based on the threshold under which one can benefit from the complementary health insurance
(ACS), or threshold of income tax.
Automatic attribution of the social tariffs simplified the procedures for the vulnerable
consumers. This means that the administrative bodies (for social security, housing and taxes)
are working closely together to identify the eligible consumers. Eligible beneficiaries are now
identified on the basis of available information from health agencies and tax authorities. This
aims at extending the number of beneficiaries to achieve the target of 4 million beneficiary
households (approximately 8 million people).
The French energy transition law passed in August 2015 created the energy cheque for low
income households which will be introduced progressively as of 2016. This cheque will help
them pay their energy bill, whatever the energy used, and finance the replacement of energy
inefficient electronic equipment. The measure is to be generalised at the latest in January
2018. Conditions for its implementation are to be defined in a decree.
8. ENERGY SUPPLY SERVICE AND COMPLAINT SUBMISSION
If you are not satisfied with the quality of the energy supplied to you, you can submit a
complaint either to your DSO consumers complain office or your supplier (for instance in case
of abnormally important bill, incorrect estimate of the consumption, power cuts, connection
work)
DSO or supplier should answer to you within one month. If you are not yet satisfied with the
reply you can submit an appeal to the national energy ombudsman (Médiateur national de
l’énergie).
In order to protect your general rights and make sure that consumer rights are well
represented in the energy market, it is advisable that you get in contact with your national
consumer association.
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9. ENERGY EFFICIENCY
You can reduce your energy costs (energy bill) by using energy-efficient measures. You
should consider the following:
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Install a programmable thermostat to lower utility bills and manage your heating and
cooling systems efficiently;
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Air dry dishes instead of using your dishwasher’s drying cycle;
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Turn electric devices off when you are not in the room such as lights, TV, entertainment
systems, and your computer and monitor;
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Plug home electronics, such as TVs and DVD players, into power strips; turn the power
strips off when the equipment is not in use—TVs and DVDs in standby mode still use
several watts of power;
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Lower the thermostat on your water heater to 120°F/48.9 C°;
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Take short showers instead of baths and use low-flow showerheads for additional
energy savings;
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Wash only full loads of dishes and clothes;
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Air dry clothes;
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Check to see that windows and doors are closed when heating or cooling your home;
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Drive sensibly; aggressive driving such as speeding, and rapid acceleration and
braking, wastes fuel;
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Take advantage of daylight when lighting your home;
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Use thermal insulation for buildings to reduce your energy bill;
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Use energy-saving lamps wherever possible.
For more detailed information on how to save energy and money, contact the Environment
and Energy Management Agency (ADEME http://www.ademe.fr/guides-fiches-pratiques).