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Why use an energy mediator?
Mis à jour le
March 6, 2026
4
Min reading
In the current context of tension on the energy markets, the National Energy Ombudsman (MNE) has never been so much in demand by consumers to resolve disputes. Its role is essential to maintain quality customer service among suppliers and to prevent them from taking advantage of market volatility at the expense of their customers.
What is an energy mediator?
Role and responsibility of an energy mediator
The National Energy Ombudsman (MNE) is a independent public authority which provides information to consumers and attempts to resolve disputes between companies in the energy sector.
The National Energy Ombudsman has a twofold mission: first of all a Information mission of energy consumers then the amicable settlement of disputes involving companies in the energy sector. By carrying out its public service mission, it contributes to the smooth functioning of energy markets.
Its financing is provided by the State and its budget is voted each year by Parliament in a finance law.
The profiles of consumers who can use the MNE are varied: individuals, self-consumers individuals (electricity producers who consume part of it and resell the surplus), small businesses (artisans, traders, liberal professions and small professionals), as well as non-professional actors (condominiums, associations, local authorities...).
The advantages of using an energy mediator
Disputes with specific energy players
Consumer litigation can be with:
- Son energy supplier about the specific conditions of its electricity, natural gas, LPG gas in bottles or tanks, fuel oil, wood or heating networks contract.
- The distribution system operator Or sound electricity purchaser in the case ofindividual self-consumption (mainly concerns individuals).
Unbiased support
Several decrees detail the impartiality of this body, an imperative condition for the smooth running of the activities of the MNE.
Indeed, whether they act as part of the MNE's mission to provide information or to resolve disputes, the mediator and his agents must not favour one party over another.
The mediator must perform his duties without giving in to possible external pressures and without bias. He therefore takes care to prevent any conflict of interests so that his impartiality is never questioned.
The ultimate improvement of customer satisfaction
Through its communication and mediations, the MNE has a positive influence on the service provided by electricity and gas suppliers to small consumers. They are better informed and therefore better able to understand their energy contract. Therefore, suppliers need to be more transparent and educational with their customers.
How do I call on the energy mediator?
The conditions to be met
The litigation must of course fall within the remit of the national energy ombudsman. He intervenes for all disputes arising from contracts concluded with a company in the energy sector.
There are other important conditions that must be met:
- The consumer must first try to resolve the conflict with the professional through a complaint (formal and written) within a period of between two months and one year before requesting the intervention of the National Energy Ombudsman.
- The request must be well-founded or not abusive, i.e. there are solid elements that quickly allow the MNE to begin the mediation process.
- The consumer uses a single mediator for the case, at the risk of complicating the mediation process.
- The dispute has never been considered or is not under consideration by a court.
If a satisfactory agreement is reached by the MNE and accepted by all parties, the mediator certifies the end of the conflict by setting up a formalization.
The mediation process
Step 1
If the dispute with a company complies with the conditions established by the MNE, the dispute is referred to mediation. The consumer is then informed of the progress and deadlines of the instruction. It is important to note that consumers can opt out of the mediation process at any time without cost or penalty.
Step 2
Consumers and operators are involved throughout the investigation of the dispute in order to reach a mediation solution. In this sense, a dialogue is established between operators (supplier, distribution network manager and/or buyer) and consumers, in order to reach a compromise.
Step 3
Operators are invited to submit a solution within a deadline set by the energy ombudsman. The MNE can itself propose a solution if the parties are at an impasse. Finally, if a satisfactory solution for all parties involved is found, the mediator takes note of the end of the dispute through the conclusion of an amicable agreement.
Contact the energy ombudsman
If, as a consumer, you want information about energy markets or the litigation process, the site energy-info.fr is available.
To contact a mediator, it's very simple:
- go to the site https://www.sollen.fr/,
- or contact them for free by phone at 08 00 11 22 12,
- or send an email/letter (email: dpo@energie-mediateur.fr/Postal address: National Energy Ombudsman, Free response no. 59252 — 75 443 Paris CEDEX 09).
The existence of the energy mediator allows the most exposed small consumers, due to their limited knowledge of the market and their low interest in energy, to getting out of inequitable contract situations.
The role of the MNE has been consistent with French energy policy since the beginning of market liberalization, the protection of small consumers remains a priority for the authorities. It is necessary that the consumer has tried to resolve disputes with the professional before contacting the national ombudsman. This attempt must be made in writing within a period of between two months and one year.
💡 To support businesses impacted by the rise in energy prices, the Government has set up various assistance mechanisms. SirEnergies helps you see things more clearly in this article: Rising energy prices: What aid for businesses in 2023?
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The answers to your questions
What are the customer reviews on bellenergie Business's customer service?
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In 2025, the supplier had a NPS (Net Promoter Score) of +16 and a note of 4,17/5.
Satisfaction is based on a “zero solicitation” model and 100% in-house customer service in Toulon, guaranteeing proximity and responsiveness that cannot be found with major historical suppliers.
What are the electricity offers offered by bellenergie Business?
The range E @sy is available in four pricing structures to adapt to each risk profile:
- E @sy Fixed: 100% budget visibility without variation.
- E @sy Click: Smoothed price thanks to staggered purchases on the markets.
- E @sy Block + Spot: A mix between a secure base and a portion indexed to daily prices.
- E @sy Sport: A 100% dynamic offer to take advantage of downside opportunities in real time.
Pourquoi le mécanisme de capacité a-t-il été créé ?
Instauré en 2017, ce dispositif répond à un enjeu de sécurité nationale.
L'électricité ne se stockant pas à grande échelle, le réseau doit être capable de répondre instantanément à la demande, même lors des pics de froid hivernaux. Le mécanisme incite financièrement les producteurs à maintenir leurs centrales disponibles et les entreprises à réduire leur consommation (effacement) lors de ces périodes critiques.
What is the Multiannual Energy Programming (PPE)?
La Multiannual Energy Programming (PPE) is the strategic management tool for France's energy policy. Established by the 2015 law on energy transition for green growth (LTECV), it serves as a compass for the State, communities and businesses.
Concretely, the PPE sets the priorities for action of the public authorities for the management of all forms of energy on the national territory. It covers a period of ten years, divided into two periods of five years, and must be revised periodically to adapt to technological and economic developments.
It deals with major topics such as:
- Security of supply.
- Improving energy efficiency and reducing consumption.
- The development of renewable and recovered energies.
- The electrical production strategy (nuclear, thermal, etc.).
- The balanced development of networks and storage.
It is crucial not to confuse it with National Low Carbon Strategy (SNBC). While SNBC sets carbon budgets (the ceilings for greenhouse gas emissions by sector), the PPE determines the technical and energy resources to achieve them.
Quel sera l'impact réel du VNU sur ma facture d'électricité professionnelle ?
L'impact dépendra des prix de marché. Le mécanisme prévoit une redistribution si les prix dépassent 78 €/MWh. Cependant, si les cours restent bas (actuellement autour de 60 €/MWh), le dispositif ne s'activera pas. La facture sera alors indexée à 100% sur les prix de marché, rendant le choix du fournisseur et du moment d'achat critiques.
Fin de l'ARENH au 31 décembre 2025 : comment sécuriser mon budget énergie pour 2026?
La fin de l'ARENH (Accès Régulé à l'Électricité Nucléaire Historique) marque l'arrêt de la fourniture d'électricité à prix fixe garanti (42 €/MWh).
Dès le 1er janvier 2026, les entreprises sont exposées aux prix de marché, mais deux nouveaux mécanismes de régulation prennent le relais, bien que leur logique soit différente :
- Le Versement Nucléaire Universel (VNU) : Ce n'est pas un tarif d'achat, mais un mécanisme de redistribution a posteriori. Si les prix de marché de l'électricité nucléaire dépassent un certain seuil (environ 78 €/MWh selon les estimations pour 2026), EDF reversera 50 % des revenus excédentaires aux consommateurs. Attention : Si les prix de marché restent modérés (sous les 78 €/MWh), le VNU ne se déclenche pas. Il agit comme une assurance contre les flambées extrêmes, pas comme un tarif bas garanti.
- Les CAPN (Contrats d'Allocation de Production Nucléaire) : Réservés aux industriels électro-intensifs, ces contrats de long terme (10-15 ans) permettent de réserver une part de la production nucléaire en échange d'une participation aux coûts du parc. Ils offrent une visibilité sur le long terme pour 50 à 70 % des volumes consommés.
Conseil stratégique : Ne comptez pas sur le VNU pour réduire votre facture en 2026 si les marchés restent stables. Auditez vos contrats dès maintenant pour intégrer une part de prix fixe ou explorer des "Power Purchase Agreements" (PPA) pour sécuriser vos coûts sur le long terme.
Pourquoi l'IA ne peut-elle pas prédire le prix de l'énergie avec exactitude ?
Car les marchés dépendent de facteurs exogènes imprévisibles (géopolitique, météo soudaine, politique) que les modèles basés sur l'historique ne peuvent pas anticiper, tout comme on ne prédit pas le Loto.
Mon entreprise peut-elle tirer profit des nouvelles Heures Creuses (11h-17h)?
Absolument. La réforme des heures creuses vise à absorber la surproduction solaire en milieu de journée. Les créneaux d'heures creuses se déplacent progressivement vers la plage 11h00 – 17h00, notamment en été. C'est une opportunité majeure pour les sites industriels ou tertiaires capables de flexibilité.
Conseil stratégique :
- Pilotage de la charge : Si vous avez des processus énergivores (fours, broyeurs, recharge de flotte de véhicules électriques, production de froid), déplacez leur fonctionnement sur la pause méridienne. L'électricité y sera moins chère et moins carbonée.
- Autoconsommation : C'est le moment idéal pour coupler cette tarification avec une installation photovoltaïque en toiture ou en ombrière de parking. Vous effacez votre consommation réseau au moment où le tarif serait le plus avantageux, ou vous profitez des prix bas du réseau si votre production ne suffit pas.
Quelle est la différence entre un prix Forward et un prix Spot ?
Le prix Forward est fixé à l'avance (sécurité budgétaire), tandis que le prix Spot varie heure par heure selon le marché (opportunité mais risque élevé).
Qu'est-ce que le dispositif VNU qui remplace l'ARENH en 2026 ?
La Vente de Nucléaire Universelle (VNU) est le nouveau mécanisme de régulation des prix de l'électricité en France. Contrairement à l'ARENH, il ne s'agit plus d'un volume fixe à prix réduit, mais d'une redistribution financière des revenus excédentaires d'EDF aux consommateurs, basée sur les prix de marché et les coûts de production du nucléaire historique.
What is the main objective of the Multiannual Energy 3 Programming?
The central objective of PPE 3 is to engage France towards carbon neutrality by 2050 by breaking the country's historical dependence on fossil fuels.
Today, approximately 60% of final energy consumption in France still relies on imported oil and natural gas. PPE 3 aims to radically reverse this trend by setting an ambitious target: to reach 60% of carbon-free energies in final consumption by 2030.
To achieve this, PPE 3 pursues three major sub-objectives:
- Massive decarbonization: Replace fossil fuels with low-carbon electricity or renewable heat in industry, transport and buildings.
- Energy sovereignty: Reduce the national energy bill (around 60 billion euros per year) and get rid of the volatility of the global gas and oil markets.
- Economic competitiveness: Guarantee businesses and households access to stable, abundant and predictable energy at a predictable cost, disconnected from geopolitical crises.
Pourquoi le seuil de 78 €/MWh est-il critiqué par les experts ?
Ce seuil est jugé élevé par rapport aux prévisions actuelles du marché. Si le prix de l'électricité reste en dessous de 78 €/MWh, les entreprises ne bénéficieront d'aucune redistribution. Cela signifie que la protection promise par la réforme pourrait être inexistante dans un marché baissier, d'où l'importance de stratégies de sourcing agiles et d'outils de monitoring comme Pilott.
L'IA remplace-t-elle les analystes en énergie ?
Non. L'IA traite la donnée (data processing), mais l'analyste apporte la compréhension du contexte (market sentiment) et la prise de décision stratégique.
Quels sont les cas d'usage concrets des différents types d'IA pour un acheteur d'énergie ?
Chaque modèle d'IA répond à un besoin spécifique du cycle d'achat :
- L’IA générative sert d'assistant de recherche pour synthétiser en quelques minutes des rapports de marché massifs (veille stratégique).
- L’IA déterministe est l'outil de la fiabilité : elle est indispensable pour le forecast (prévision de consommation) car ses calculs sont mathématiques et reproductibles.
- L’IA probabiliste est dédiée à la gestion des risques : elle simule des scénarios (ex: météo, stocks) pour quantifier l'incertitude sur les budgets futurs.
L'expertise humaine reste néanmoins indispensable.
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