My phone or internet provider will not solve my complaint: where can I go for free in France?
If your operator does not resolve your dispute, you can refer it free of charge to the electronic communications mediator. Apply online with copies of your letters, after going through the operator's customer service and then its consumer service.
If your provider does not solve your complaint, an independent body can look at it, usually free of charge for you. You normally have to complain to the provider first; how to file in France is below.
📜 The rules in France
The details
- Most phone and internet operators have joined this mediator; it only takes cases against members of its charter. Other operators have their own mediator, named on their website or in their terms. (arcep.fr)
- You must apply within one year of your written complaint to the operator. If your case is admissible, you are told within 8 days. (mediation-telecom.org)
- The mediator gives an opinion within 3 months at most. You then have one month to accept or refuse it; it is not binding, and if you refuse you can still go to court. (service-public.gouv.fr)
- If you or the operator start court proceedings during the mediation, the mediation stops. (service-public.gouv.fr)
Médiation des communications électroniques
Free mediation of disputes with member operators, once you have been through the operator's customer and consumer services. Opinion within 90 days.
Arcep – J'alerte l'Arcep
Report a problem with your operator. Arcep uses these alerts to act on the market but does not settle individual disputes.
DGCCRF – RéponseConso
Answers your questions on consumer law by phone (non-premium number).
Free dispute resolution
Médiation des communications électroniques (le médiateur des communications électroniques) · free
What to do first: Complain to the operator's customer service first. With no answer within a month, or an unsatisfactory one, write to its consumer service and wait another month. If customer service has not replied within two months, you may go straight to the mediator.
Time limit: Within one year of your written complaint to the operator's customer service.
🪜 Step by step
- Complain to the provider firstWrite down what went wrong, what you want and by when. Keep the complaint reference.
- Wait for the answerGive the provider the time the rules allow. Keep all emails, letters and chat logs.
- File with the dispute bodyUse its online form or address, and attach your complaint and the provider’s answer.
- Decide on the outcomeCheck whether the result is binding. If it is not, you can usually still go to court.
📇 Who to contact
❓ Questions
Does it cost anything?
For consumers it is usually free. The details for France are on this page.
Do I need a lawyer?
No. You can file yourself; the procedure is designed for consumers.
Does the provider have to take part?
That depends on the rules in France. Check the dispute body’s own page, linked here.
📎 Sources
- service-public.gouv.fr →
- arcep.fr →
- mediation-telecom.org →
- arcep.fr →
- service-public.gouv.fr →
- mediation-telecom.org →
- jalerte.arcep.fr →
- economie.gouv.fr →
- arcep.fr →
- inc-conso.fr →
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