Luxembourg Energy Office (Leo)

FAQ

General

How does the Leo billing system work?

You pay an monthly instalment, i.e. a fixed sum. This sum is determined on the basis of your past consumption. A billing cycle consists of eleven instalment payments and a final annual statement.

The billing system is advantageous to electricity consumers in a number of ways.

The Creos official will only visit you once a year to read your meter.

Additionally, the monthly instalment remains the same over twelve months: this means you know exactly how much you have to pay every per month and are not affected by the consumption peaks of winter months, when electricity consumption is higher.

Once a year, after the reading you receive an annual statement with a payment plan for the following twelve months. The plan tells you exactly when and how much you have to pay on the instalments.

If you wish to receive further information on the subject, contact our Serviceline free of charge on 8006-4848 Monday to Thursday 08:00h - 20:00h, Friday 08:00h - 21:00h and Saturday 09:00h - 18:00h, or by e-mail, .

Where can I obtain information concerning my bill or my customer status?

For all information or advice, feel free to contact our Serviceline (Monday to Thursday 08:00h - 20:00h, Friday 08:00h - 21:00h and Saturday 09:00h - 18:00h) on the free phone number 8006-4848, on (+352) 2639-4848 from abroad, or by e-mail, .

We are also available at our enoshop:

  • enoshop Bertrange
    Shopping Center La Belle Etoile
    (Monday to Thursday: 09:00 h - 20:00 h, Friday: 09:00 h - 21:00 h, Saturday: 09:00 h - 18:00 h)
  • enoshop Ingeldorf
    Cactus Ingeldorf
    (Monday to Thursday: 09:00 h - 20:00 h, Friday: 09:00 h - 21:00 h, Saturday: 09:00 h - 18:00 h)
  • enoshop Esch/Alzette
    2, Domaine du Schlassgoard (Monday to Friday: 08:00 h - 17:30 h)
  • enoshop Luxembourg - City
    9, Boulevard Roosevelt (Monday to Friday: 08:00 h - 18:00 h)

I receive a reminder, but I have already paid my bill. What should I do?

In this case your payment and our reminder have coincided. In this case, look at the time of the last update shown on our reminder. If your payment was made after this date, you can ignore the reminder.

If your bill was paid before this date, you can contact our Serviceline on the free phone number 8006-4848 Monday to Thursday 08:00h - 20:00h, Friday 08:00h - 21:00h and Saturday 09:00h - 18:00h, or by e-mail, , to clarify your situation.

The public lighting system is not working. Whom should I contact?

Public lighting of byroads is the responsibility of the administration of the local commune.

The lighting of the State roads system is the responsibility of the Roads and Bridges Public Lighting Service (Eclairage Public de l’Administration des Ponts et Chaussées).

If you wish to report malfunctions in the public lighting system, contact the administration of the local commune, which will pass on your complaint to the proper service.

What are the payment deadlines?

Payment due dates are shown on all our bills.

Electricity

Why is the premium product nova naturstroum more expensive?

If you have chosen the product option nova naturstroum, you as a private household pay on average between EUR 14 and 25 more per year for your power.

nova naturstroum is primarily power produced sustainably in Luxembourg on the basis of renewable energies such as hydropower, wind power, biomass and photovoltaic, and via generation plants in other EU countries that are verifiably no older than 3 years or have been renovated within the past 3 years, whereby higher costs are incurred by way of the sourcing and managing of the green power and the certification of each plant such that a supplementary contribution of EUR 0.35 cents/kWh has to be charged.

Similarly, in this context, the support provided by the ecological investment fund fonds nova naturstroum should be mentioned, which among others promotes the development of renewable energies in Luxembourg and investment in new plants.

Should you decide in favour of nova naturstroum or have already done so, why not combine your premium product with the Internet service e-connect. In this way you don’t only save up to EUR 60 per year but you also reduce the amount of paper consumed; this keeps costs down while at the same time protecting the environment.

What are single tariffs and dual tariffs?

Single tariff means the price of energy remains the same throughout the day, 24 hours a day, 7 days a week.

For the dual tariff, a price of energy during the daytime slightly higher than the single tariff, and a lower price at night (22:00 h to 06:00 h) will be billed. This tariff mainly targets users of accumulation heating, electric water heaters or any other electrical appliance which is preferably used at night.

For both the single and dual tariffs, a monthly fixed premium in € is added to the energy prices expressed in c€/kWh.

What should I do in the event of an electrical power outage or a breakdown?

First of all, ensure that the outage has not been caused by a problem in your domestic wiring system, e.g. a fuse or a tripped differential circuit-breaker. Then attempt to ascertain if the breakdown has affected a number of rooms. If this is the case, use the free phone number 8002-9900. The network manager will send a unit to fix the power outage as soon as possible.

What does an all-inclusive tariff mean?

The price of electricity can be broken down into a number of components. First there is the purchase price and general expenditure in the commercial portion ("energy" portion). Secondly, the more technical part ("network" portion), i.e. the cost of using the network (the toll) to bring current to the customer, and metering expenses.

The network portion is handled by the network manager Creos Luxembourg S.A. and the commercial portion by Leo S.A. To make customers' lives easier, Leo S.A. sends you a single bill accounting for both services ("energy" and "network"), and makes arrangements for settling network bills with the respective network managers.

Why do I have to pay for taxes and the equalisation fund?

There are two taxes: electricity tax and value-added tax (VAT).

Electricity tax is charged by all distributors for the government, and the amount of tax is set annually by the budget law. Value-added tax (VAT) is applied to the total amount of the bill, and is currently running at 8%.

The equalisation fund is a contribution to encourage national electricity production on the basis of renewable energy sources or co-generation. The tax actually helps offset surcharges on the production with respect to traditional production (coal, gas or nuclear systems). The equalisation fund is run by the Luxembourg Regulation Institute (ILR), which sets the annual amount of the contribution on the basis of market prices for electricity produced using traditional methods.

Taxes and the equalisation fund are costs imposed on consumers by the government.

Why do we have to pay a premium even if consumption is very low, or even zero (in a garage, for example)?

The fixed monthly premium covers fixed costs in relation to usage of the network and provision of the electricity supply service. Therefore the premium represents the minimum payment to ensure the network is available to meet consumer demand at all times. The principle may be compared to a monthly telephone charge, which is payable even if the subscriber does not make any calls.

On both the single and dual tariffs, energy prices cover variable costs in relation to usage of the electricity network and the costs of purchase and/or production of electricity.