Telecom mediator complaint in France: the three-step process
After a dispute with a phone or internet provider, complain first to customer service, then to the consumer service if there is no answer or the answer is unsatisfactory after one month. You can then apply online to the Médiateur des communications électroniques, generally within one year of the written customer-service complaint; the service is free.
Quick answer
After a dispute with a phone or internet provider, complain first to customer service, then to the consumer service if there is no answer or the answer is unsatisfactory after one month. You can then apply online to the Médiateur des communications électroniques, generally within one year of the written customer-service complaint; the service is free.
| Who it is for | People facing this procedure |
| Key rule | After a dispute with a phone or internet provider, complain first to customer service, then to the consumer service if there is no answer or the answer is unsatisfactory after one month. You can then apply online to the Médiateur des communications électroniques, generally within one year of the written customer-service complaint; the service is free. |
| First step | Write to the relevant organisation and keep proof of dispatch |
| Evidence | Decision, contract, dates and supporting documents |
| Escalation | Written complaint, formal notice, mediator or court |
| Common mistake | Relying on a phone call without dated proof |
1. Check the rule and the deadline
After a dispute with a phone or internet provider, complain first to customer service, then to the consumer service if there is no answer or the answer is unsatisfactory after one month. You can then apply online to the Médiateur des communications électroniques, generally within one year of the written customer-service complaint; the service is free.
Read the contract, notice or policy carefully. Mark the date of receipt, the date of the event and the final date for your request. If the law gives a special deadline, the official notice and the contract may contain additional details.
2. Build a dated file
- Put the notice, contract, invoices, statements and earlier correspondence in date order.
- Add photographs, calculations, receipts or other documents that prove the facts.
- Write the exact result you seek and give a reasonable response date.
Keep the delivery proof and every reply.
3. Letter template
Subject: Telecom mediator complaint in France: the three-step process
Dear Sir or Madam,
I am writing about [contract, decision or reference] dated [date]. After a dispute with a phone or internet provider, complain first to customer service, then to the consumer service if there is no answer or the answer is unsatisfactory after one month. You can then apply online to the Médiateur des communications électroniques, generally within one year of the written customer-service complaint; the service is free. I ask you to review the file and confirm the correction or solution requested in the attached documents.
Yours faithfully,
[Date — Signature]
MaisonMail can print and dispatch this letter through an available registered service. Origin market, delivery time, tracking and proof of receipt are confirmed before payment.
4. If there is no satisfactory reply
If the first recipient does not resolve the matter, send a formal notice with the earlier proof and use the designated mediator, commission or administrative remedy. Do not abandon an applicable deadline while negotiating. Keep copies of the complete file.
In short: After a dispute with a phone or internet provider, complain first to customer service, then to the consumer service if there is no answer or the answer is unsatisfactory after one month. You can then apply online to the Médiateur des communications électroniques, generally within one year of the written customer-service complaint; the service is free.
Official sources
References used and links to the rules currently in force.
- Saisir le médiateur des communications électroniques (F14373)Service-Public.fr
- Code de la consommation, art. L224-41Légifrance
Information current as of the last verification date. This guide is informational and is not legal advice — for a complex situation, consult a qualified professional.
Frequently asked questions
What should the letter contain?
Identify the parties, the relevant contract or decision, dates, precise request and attached evidence.
Does sending a complaint stop payment or a deadline?
Not automatically. Check the applicable rule and request a suspension or payment plan separately when necessary.
Why use registered mail?
It creates a dated dispatch and delivery record and preserves the content of the request.
What if the recipient does not reply?
Send a formal notice, use the competent mediator or commission, and consider court before the limitation period expires.
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