FAQ

If the customer is not present when the installer visits your place of residence, a delivery notice will be left in their letter box. All you have to do is contact the installer by phone or e-mail and set up an appointment with them directly.

On average, it takes less than 15 minutes to change an electricity meter. On average, it takes approximately one hour to replace a gas meter. A leakage test of the installation is also carried out.

Yes. Although rare, interference from PLC (Power Line Communication) with touch lamp light fixtures is possible. In most cases, the problem occurs with light fittings that do not have a built-in filter and are therefore more vulnerable to this type of interference, which can also come from other electronic devices.

We would like to remind you that the grid operator's technical connection conditions for high-current installations with a maximum nominal voltage of 1000V stipulate in Article 9.3.4 that: “…it is the responsibility of the user of such electrical equipment to ensure that such interference is prevented by the installation of suitable technical means”. »

However, to reduce the impact of PLC signals on your touch lamps your network operator can:

• either offer you a filter free of charge, with a maximum power of 250W, to be simply connected between the socket and the plug of the lamp;
• or advise you to buy 63A filters, to be installed directly in the circuit downstream of your meter, to filter and avoid possible disturbance on the electrical network affecting your installations. These filters must be installed by an electrician.

Installation of the electricity and/or gas smart meter requires brief disconnection of the power and/or natural gas.

Installation will be performed by the network operator’s staff. Given the large number of electricity and gas meters to be changed, several network operators have opted to use one or more subcontractors to install smart meters.

Each installer commissioned by the network operators to change meters carries an identification badge that must be presented on request.

Smart meters will be installed for new customers from 1 July 2016. Replacement of the old meters will be carried out gradually. This large-scale operation will last until 31 December 2019 for electricity meters and until 31 December 2020 for gas meters at the latest.

Replacement of the meters will be carried out by geographical area. All customers will be notified by their network operator in advance of the installation of the smart meter.

The obligated parties have a certain degree of freedom in their choice of energy efficiency measures. In order to guide their services, they can achieve energy savings either through standardised measures or specific measures. The standardised measures set out different example cases and set flat-rate energy saving values for the following families of measures:

•  Thermal envelope of buildings (walls, windows, roofs, slabs)
• Heat production
• Mechanical ventilation
• Household appliances
• Office equipment
• Lighting
• Transversal industrial techniques (motors, pumps, ventilation, compressed air, boilers, refrigeration)
• Management energy
• Transport (replacement of cars).

Energy efficiency measures not included in the catalogue of measures are to be considered as specific measures, which cannot be accounted for by the obligated parties in case of certain calculation principles and if no standardised measures are applicable.

In order to claim for energy efficiency measures, the obligated parties must demonstrate that they have played an incentive role in carrying out the measures. This means that they must support the consumer who carries out the measure in question with a direct contribution. For example, this incentive might take the form of advice, technical support or a financial contribution. These incentives must be provided before the consumer orders the measure in question.

The obligated parties are electricity and natural gas suppliers active in Luxembourg.
Please check the website of the Luxembourg Regulatory Institute for a complete list of these suppliers.

To initiate energy efficiency measures, the obligated parties are free to act themselves or to use third party implementers.