FAQ

If you have any questions about your new smart meter, please contact your network operator:

• Town of Ettelbruck (electricity): 81 91 81-1
• Town of Diekirch (electricity): 80 87 80-501
• Electris (electricity): 8002 – 8032
• Creos (electricity/natural gas): 2624 – 2624
• Sudstroum (electricity): 26 783 787 686
• Sudgaz (natural gas): 55 66 55 – 1

• City of Dudelange (natural gas): 51 51 25

The electricity meter registers only one index value every quarter of an hour and the natural gas meter only one index value every hour. The granularity (quarter-hourly or hourly) of the customer's overall consumption data does not make it possible to identify the customer's individual devices or consumer behaviour.

The Luxmetering database does not host customer data. All data is securely hosted in highly secure data centres on servers belonging to Luxmetering and the network operators and suppliers. The data never leaves the country. Between the meter and the supplier, the data transfer is systematically encrypted. The Internet is never used throughout the communication chain.

The network operators attach particular importance to the security of smart metering. In order to guarantee the secure transmission of consumption data to the central system managed by network operators, the data is transmitted in encrypted form. The algorithms used for this encryption meet the highest standards currently available in terms of IT security.

A real-time meter value (index or Zählerstand) is sent to the central system (at a quarter-hourly rate for the electricity meter and at an hourly rate for the gas meter), where it is recorded and saved for a maximum of fifteen years. Events concerning the quality of supply, such as absence of voltage, overvoltage or technical faults in the meter, are transmitted to the central system and used by Luxmetering and the network operators for operational purposes.

Energy consumption data is collected several times a day via the central system managed by Luxmetering GIE. Metering data is transmitted daily to the customer's supplier. The network operator in question, the customer's electricity or natural gas supplier and, where applicable, a service provider designated by the consumer will have access to the customer's data. The legal framework clearly defines the authorised processing purposes and ensures that data cannot be transferred to third parties without the consumer’s prior consent.

The National Commission for Data Protection (Commission nationale pour la protection des données – CNPD) has supported network operators in preparing for the widespread deployment of smart metering in Luxembourg. The processing of personal data by network operators has been the subject of prior notification to the CNPD.

As the meter is the property of the network operator, the latter is, in accordance with Article 29(6) (Electricity Law) and Article 35(6) (Gas Law), "entitled to have access to the metering points, connection points and connection installations of producers and customers connected to the network it manages, in order to take meter readings and to carry out all work, interventions and checks on the connections and meters". Except in an emergency, the network operators will contact the customer beforehand and arrange an appointment with the customer to access the meter.

Yes, because since 1 July 2016, each network operator has had a legal obligation to install a smart meter for any new installation with all customers connected to its network and to replace all old meters (mechanical or electronic) by 2020. The meter belongs to the network operator, who is responsible for its proper operation and maintenance. It is essential to install a new meter in order to ensure the future security of supply and the reliability of the electricity and gas networks, particularly in view of the growth of decentralised production facilities.

Should customers so request, the supplier may offer the option of receiving monthly bills based on actual consumption. To better spread invoice payments over the course of a year (high amounts in winter, low amounts in summer), the customer can always opt for invoicing by instalments. These invoices will be based on previous consumption. An annual statement will be made at least once a year, taking into account the customer's actual yearly consumption.