FAQ

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.

The replacement and installation of the new meter will be carried out free of charge. If, however, during this operation, it is discovered that the customer's installation is not technically compliant, the customer will be responsible for ensuring the compliance of their system.

The costs of installing the smart meter are included in the costs of managing the network in the same way as all work relating to the modernisation of the operator's network infrastructure, which enables the operator to manage its network more efficiently. The meter belongs to the network operator, who continues, as before, to invoice a meter rental fee. The fee charged by the network operator will not increase, it will be the same as prior to the installation of a smart meter.

In order to be able to replace the 300,000 electricity meters and 80,000 gas meters by 2020, approximately 8,000 to 9,000 meters must be replaced per month, corresponding to approximately 2,000 meters per week.

No. The relationship with the supplier does not change following the installation of the new electricity and/or gas meter. Each customer's supplier will be notified of the meter change automatically by the network operator.

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.