Frequently asked questions
Customer : any natural or legal person purchasing energy from a supplier.
Domestic customer : any natural person purchasing natural gas or electricity for non-business purposes.
Non-Domestic customer : any natural or legal person purchasing natural gas or electricity for business purposes.
Party or parties : the client and/or supplier.
Delivery : the supply of natural gas or electricity by your supplier at the point of consumption.
Contract : the contract for the delivery of natural gas or electricity between the supplier and the customer. It consists of:
- The current general conditions
- Contract form
- The rate card issued at the time of signing the contract
- The annex on public service obligations in effect in Luxembourg
- As well as any written additions or modifications (e.g. form, confirmation letter) agreed between the parties.
Point of consumption : the physical location of the electricity meter or a low-pressure connection to the distribution network with an annual consumption of < 1 000 000 kWh of natural gas. The point of consumption has a physical address and a unique EAN code.
Metering installation : the set of devices intended for the measurement and/or calculation of the customer's energy consumption at the point of consumption.
Distribution network : the set of connections used to distribute natural gas or electricity and all the accessories that the network operator is responsible for.
Network operator : the operator of the national, regional or local distribution or transport network for natural gas or electricity.
Day of receipt : All invoices and other documents are assumed to be received three calendar days after the date of dispatch.
The distribution network operator manages the natural gas and/or electricity network and communicates your meter reading to your supplier. Find your distribution network operator.
Your energy supplier handles all the administrative aspects of your deliveries. You settle your invoice for your consumption with your energy supplier.
The EAN is a unique combination of numbers that is linked to your electricity or gas meter. In Luxembourg, this number always starts with 541 and you can find it on your interim invoice from your energy supplier.
A technician from your distribution network operator visits your home every two years. Every other year, you will provide us with your meter reading yourself. You can submit your meter reading to us by sending in your meter reading card, by calling us or by entering your reading on the website of the distribution network operator.
You will not be able to choose the time and date of the meter reading. If you are not at home when the distribution network operator arrives, they will leave you a notification. In this case, you can send us your meter reading yourself.
Your contract is automatically terminated within 30 days if you switch from one supplier to another. Your current supplier will send you an invoice for the exact amount of your consumption.
Don't worry, your contract will automatically be extended. You don't have to do anything; your energy broker takes care of everything to make sure you always get the best rate.
Find your distribution network operator on this site using your postcode. Call the emergency number for gas odours. You can also find this regional emergency number on your invoices.
Do you smell gas inside your home? Follow these guidelines:
- Avoid sparks, e.g. from the igniter of your gas cooker, from a heater or cigarette, etc.
- Turn off the main gas valve.
- Open all doors and windows to let in fresh air.
How do I read my invoice?
Do you have any questions about your energy invoice? Please make an appointment online by indicating your issue in the comment section, or contact us via the following number:
Who should I contact concerning questions about my advance payments?
If you cannot find your question on our website (FAQ), you can contact our customer service by e-mail at email@example.com.
Can I adjust the amount of my advance payment?
If you suspect that the amount of your advance payment does not correspond to your actual consumption, you can send us your request by e-mail so that we can check this. Please bear in mind that a lower advance payment may result in a higher annual invoice.
If you have implemented cost-saving measures (additional insulation, solar panels, ...), it will take some time before the effect is visible in your consumption.
Please provide your meter readings to your distribution network operator. This allows your supplier to prepare a correct invoice based on your actual consumption.
How does the amount of my advance payment get calculated?
The amount of your advance payment is based on a forecast of your energy consumption between now and the next meter reading.
Are you a new customer of your supplier?
Since we do not yet have information on your actual energy consumption, we base the amount of your advance payment on your average consumption, as provided to us by the distribution network operator.
Are you already a customer of your supplier and have you received a final invoice?
If the period corresponding to the meter reading is sufficiently representative, we calculate your advance payments on the basis of your consumption during that period. If you have recently moved, we will check the historical consumption at your new address. The distribution network operator will provide us with the relevant data.
But in order to avoid any surprises in your annual statement, there are other factors that we take into account as well:
- The rate that applies at the time of calculation,
- The expected evolution of energy prices (unless you have opted for a fixed energy rate),
- The evolution of temperatures over the year.
The amount of your advance payments is not only based on your energy costs. A significant part of your invoice is related to distribution costs. Every supplier charges these to their customers, along with taxes and surcharges.
What is the difference between an advance payment and my annual statement?
Your supplier usually sends you two types of invoices: every month (or every three months) you receive an advance invoice. After 12 months, you receive an annual statement.
The advance payment invoice is a fixed monthly or quarterly amount that you pay for your energy. This way, you can gradually pay your energy costs in equal amounts. This system is very convenient and transparent.
After twelve months, your supplier calculates your total costs for your gas consumption on the basis of your meter reading. That is your annual statement. If you have paid too much in advance during the year, your supplier will refund you. If the amount paid is less than your actual consumption, you will of course have to pay a supplement.
Following this annual statement, your supplier will also recalculate your advance payments so that they correspond more closely to your estimated consumption for the next 12 months.