FAQ

The approved energy adviser is responsible for:

• carrying out on-site energy consulting;
• drafting the "conclusive report" (a comprehensive inventory of the property in question, the content of which must include a description of the property, the date of the site visit, the energy performance certificate prior to the retrofit and an integral energy renovation concept);
• checking the conformity of the offers to the measures proposed in the above-mentioned energy retrofitting concept;
• checking the conformity of the implementation on site with the measures proposed in the energy retrofitting concept;
• drafting a final report that must be attached to the request for payment of financial aid; 
• completing the forms for the request for an agreement in principle and for the payment of financial aid.

The quality assurance system for approved energy advisers within the meaning of the Klimabonus subsidy scheme includes the following:

• verification of the basic qualifications of the energy adviser;
• verification of any additional qualifications of the energy adviser;
• checking and approval, prior to certification, of an energy consultation report for a retrofitting project;
• a timely and regular quality control system, including: 
  • quality control of the services provided by energy advisers;
  • checking compliance with the conditions associated with the ongoing training of energy advisers, and
  • implementation of a customer evaluation system.

Since January 2017, energy advisers have been able to obtain certification by submitting an approval application to the Environmental Administration. Approval is conditional on membership of the OAI (architect or engineer in accordance with the Law of 13 December 1989) or an authorisation in accordance with the Grand Ducal Regulation of 10 February 1999 on the approval of natural or legal persons, private or public, other than the State, for the performance of technical study and control tasks in the field of energy, as amended.

From 15 December 2018, approved energy advisers will have to join a quality assurance system in the field of energy and sustainability consultancy for residential buildings with a body contracted for this purpose by the Ministry of Sustainable Development and Infrastructure. 

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.