Contacting EDF in France: Helplines and Customer Service

Par Laura

Laura Dubois est responsable du contenu anglophone de Selectra destiné aux expatriés en France

Being the historic and most popular energy provider in France, EDF has set up a comprehensive customer service system in order to best serve its millions of clients. With 5,000 EDF advisors there to help out customers 6 days out of 7 across a wide range of helplines, you can rest assured there will be someone to answer your query. But which phone number fits your request? Read on to find out.

📞 The EDF phone numbers

While most queries can be resolved via the energy provider's website, you can resort to calling EDF for any further questions or the need for technical assistance. And because the provider has such a big client base and manages many different services, EDF has set up a range of helplines, each one to answer a specific type of issue or question more efficiently.

⚙️ The EDF customer service helplines

The EDF customer service advisors are there to help customers from Monday to Saturday between 8 am and 8 pm, for free.

For the following requests:

• General customer service questions,
• Sending EDF a meter reading
• Paying a bill
• Experiencing an individual power cut (if, say, you leave bills unpaid or haven't signed up to the right meter power)

Here are the helplines you can contact:

1. To reach the EDF France Customer Service (in French): ☎️ 09 69 32 15 15
2. Getting in touch with the EDF French Customer Service from abroad: ☎️ +33 (0)9 69 36 63 83
3. To reach the English-speaking EDF France assistance: ☎️ 09 69 36 63 83, or +339 69 36 63 83 if calling from abroad.

• Note that during your call, you may be asked to provide the following information:
• The full name and Client ID of the occupant
• The complete address of the house or apartment in question
• A recent meter reading
• Your most recent EDF gas or electricity bill
• Your PDL number (numéro de Point de Livraison) which you can find on any of your EDF bills
• Which is why we recommend that you have all of them at hand ahead of the call.

On the other hand, if you have a more precise reason for calling EDF than a general question, read on to get hold of the right phone number to dial.

🏠 Contacting EDF to sign up in a new home

Want to call EDF for a subscription to a new home contract? In that case, you should call EDF at ☎️ 3004 (tax-free number), through which an advisor will guide you through the signing up process.

We recommend that you compile the following information ahead of your call:

• The complete address of the home in question
• The PDL/PRM number of the associated meter - if you don't have it, you can often get it from the former tenant or the real estate agent who sold you the house or apartment
• A recent meter reading: this is the number of kWh displayed on your meter screen. If you have a Peak/Off-Peak contract (heures pleines/heures creuses), there will be two numbers to write down
• Your bank details (French IBAN) if you wish to pay your bills via direct debit

It is recommended that you get in touch with the provider 15 days before moving in your new home, to allow enough time for your energy to be set up by the time you settle in.

However, for reasons of simplicity and speed, the customer can also turn to the online subscription platform accessible on the supplier's web page.

Sign up for an energy plan in France! Interested in setting up a gas or electricity plan in France? Our Selectra English-speaking advisors can help you sign up for a plan that'll fit your needs and budget with a French provider, for free. To get started today just call 09 87 67 37 93, or get a free callback.Ad - Selectra service non-partner of EDF 

⚡ Contacting EDF to end an energy contract

French Law allows you to cancel an EDF contract (and any another energy contract with a French provider) for free, no questions asked - as long as you don't have any unpaid debts at the time of termination.

Why would you need to cancel your contract? The two main reasons are:

1. You are moving, either to another French home or abroad
2. You've found a more attractive or fitting offer with another supplier and want to switch providers for the same property.

In the first case, you need to call the EDF number 09 69 32 15 15 to notify them of your date of departure and give them a final meter reading.

In the second case, you must not terminate your EDF contract - if you do, you'll likely be charged a meter commissioning fee of €18.46 including tax! Instead, simply contact your new provider of choice to sign up, they will automatically take care of the passing-over process.

🛑 Getting help in the event of an emergency

In the unlikely case of an electricity outage or failure, do not contact EDF - contact the network manager instead - Enedis for electricity or GRDF for gas. These two French network managers are the same regardless of where you live in France and who your energy supplier is.

They are the only two authorities habilitated to intervene in the event of a power cut, energy breakdown or any potentially dangerous situation (broken high voltage cable, damaged pylon, a suspicious smell of gas...).

• To contact ENEDIS (for electricity-related incidents) immediately call 09 72 67 50 XX (the last two numbers correspond to the number of your department. Ex: 09 72 67 50 75if you live in Paris).
• To contact GRDF (for gas-related emergencies), instead, contact0800 47 33 33.

For your comfort, these two phone numbers are free to call and available 24/7.

🤬 Getting in touch with EDF to file a complaint

You may need to file a complaint with EDF if you experience any of the following situations:

1. You receive bills that are a lot higher than they should be
2. Your metre reading wasn't done properly by the technician
3. You experience recurrent power cuts
4. You can't connect to your online account
5. You receive poor customer service from an unfriendly advisor

For a minor dispute, e.g. a small issue with an EDF bill or a change in your tariff option, the general EDF customer service advisors will oftentimes be able to help you at 09 69 32 15 15.

For anything more severe, you should fill out this EDF complaint form. If your request is left unanswered or the answer isn't satisfactory, you can escalate your query by mail, sending your letter to:

EDF Service Consommateurs
TSA 20021
62978 ARRAS CEDEX 9

Still not satisfied? In that case, you can either email the EDF Mediation system at [email protected] or send a second letter to:

Médiateur EDF
TSA 50026
75804 PARIS CEDEX 8

After that, if really no settlement is found, your last recourse is to the French National Energy Mediator, which deals with all litigation cases between energy providers and consumers. Their postal address is:

Médiateur national de l’énergie
Libre réponse n° 59252 75443
PARIS Cedex 09

Do not contact the Energy Mediator directly! Make sure you follow the above process correctly and contact each entity in order. Indeed, the mediator will ask you for proof that you have tried to solve the issue with your provider first, and without this proof, your request won't be addressed.

Finally, if you feel like you've been the victim of abusive solicitation (spam, fraud) report it on the EDF fraudulent activity page or send EDF an email to [email protected]. Include all the proof you can in your message to support your claim.

🕖 Best times to contact EDF

Wondering when you should try giving your energy provider a call to avoid being put on hold for ages? Here's a recap of the average waiting times to save you valuable time. You'll notice that as a rule of thumb it's best to avoid Mondays and instead call EDF on a Friday or any day aside of Monday during midday or evening.

🤔 Other ways to contact EDF

📧 Contacting EDF via email

If you've rather reach out to your provider via email, send off your message to [email protected].

You'll get an automatic message to confirm reception of your email. An advisor will reach out to you shortly after to address your query.

📲 The online EDF platform

If you're already an EDF customer, you can log onto your online EDF customer account (Espace client EDF), which is up and running 24/7.

This is a fast and efficient way to get your questions answered, plus you can renew your request on the platform is you're left hanging or dissatisfied with the feedback received.

Alternatively, you can also resort to the EDF contact form, which requires you to give more information about your query in order to better redirect you towards the appropriate help system.

🔗 EDF Customer Service on social media

For the tech-savvy, you can also consider contacting EDF via their social accounts.

The provider indeed has a Facebook and Twitter pages through which you can submit your queries via private message.

📄 Contacting the EDF customer service via mail

Last but not least, for any general queries that you would rather submit to your provider via mail, you can send off your letter to the following postal address:

EDF SERVICE CLIENT
TSA 21941
62978 ARRAS CEDEX 9

Par Laura

Laura Dubois est responsable du contenu anglophone de Selectra destiné aux expatriés en France