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From 25 May 2018, the General Data Protection Regulation (GDPR) will apply in every country in the European Union. This text deals with protecting natural persons and concerns more particularly the processing of personal data and its free movement.
This regulation aims to give European citizens more control over their personal data, to place more responsibility on businesses and to strengthen the role of the local data protection authorities (CNPD – Commission Nationale de la Protection des Données au Luxembourg (National Commission for Data Protection in Luxembourg).
In order to meet the new requirements laid down by this European regulation, Enovos is changing its terms and conditions and setting up a whole range of procedures to safeguard the protection of the data of each of its customers, employees and partners.
In order to provide the services you signed up for, we collect the following information to ensure their functioning. The data will be used internally and may also be transmitted to third parties as part of the delivery of the service or product contracted for. In this case, Enovos will ensure compliance with the application of the GDPR by these partners.
A piece of personal data is any information relating to an identified or identifiable natural person.
Data collected:
- Personal data: Surname, first name, address, date of birth, telephone number, email, billing address, service address.
- Financial data: account number, bank name, SEPA mandate, financial information about the natural person (only for specific products).
- Information relating to supply point(s): meter number, meter location, contract with the supply network, consumption per ¼ hour or annual consumption.
- IDs: passwords and similar security information used for your authentication and access to your account.
- Information relating to your home, heating or solar panels.
As part of the payment process, the customer’s payment position is regularly tracked in order to ensure the payment of invoices over time.
We process personal data collected for delivering products bought or services contracted for. More specifically, we process it:
- as part of entering into an energy supply contract (gas and/or electricity) to carry out the delivery, billing, payment and recovery;
- in the event of the purchase of a specific product/service (e.g. enoheat, enolight, etc.);
- in the event of a change of supplier or address;
- For market development campaigns with your consent.
The data may also be transferred to official statistical or control organisations, pursuant to national or European legislation or for statistical purposes.
We pay particular attention to compliance with the principles of the General Data Protection Regulation (GDPR) by our subcontractors who may be charged with processing personal data. This is guaranteed by a selection of criteria to respect, by contractual clauses and by monitoring compliance with these rules.
We also ensure that your data is stored in countries that observe the GDPR and that are recognised as compliant by the European Commission.
The Enovos Group lays down the data storage period in its retention policy; this policy is arranged by data category linked with its purpose in accordance with the applicable national legislation.
Luxembourg
Customers | Retention period | Type of data |
|---|---|---|
Commercial agreements and related documents with customers, suppliers, sub-contractors… | 10 years From the end of the contract/end of performance | Name data Contact data Financial data |
Commercial correspondence (mail received and copies of mail sent) with customers, suppliers, sub-contractors… | 10 years From the end of the contract/end of performance | Name data Contact data Financial data |
Prospect information, customer data base information | 3 years From the collection of the data or from the last contact with the prospect | Name data Contact data Behavioural data |
Suppliers data base | 10 years From the end of the contractual relationship | Name data Contact data Financial data |
Official documents related to the company business activity (i.e. title of intellectual property rights, licences, permits and authorisations) | 10 years From the extinction of rights or the loss of legal personality | Name data Financial data |
Belgium
Customers | Retention period | Type of data |
|---|---|---|
Invoices in relation to the sale of goods or services to consumers, including energy invoices | 3 years From the date of sale of goods or completion of service or the document, whichever occurs later | Name data Financial data |
Invoices in relation to the sale of energy to businesses | 7 years From the date of goods or the document, whichever occurs later | Name data Financial data |
Invoices in relation to the sale of goods or services to businesses (not energy related) | 10 years From the date of sale of goods or completion of service or the document, whichever occurs later. | Name data Financial data |
Commercial correspondence (mail received and copies of mail sent) with clients, suppliers, sub-contractors…. | 10 years From the date of correspondence | Name data Contract data Financial data |
Commercial contracts (in general) and other documents (relating to any occurrence /incident /event giving rise to a potential action in personam) (unless stated otherwise in this document) | 10 years From the day after the occurrence/ incident/ event or end of the contract | Name data Contact data Financial data |
France
Customers | Retention period | Type of data |
|---|---|---|
Commercial agreements and related documents with customers, suppliers, sub-contractors… | 5 years From the end of the contract/provision of service | Name data Financial data |
Commercial correspondence (mail received and copies of mail sent) with customers, suppliers, sub-contractors… | 5 years From the end of the contract/provision of service | Name data Financial data |
Prospect information, customer data base information | 3 years From the collection of the data or from the last contact with the prospect | Name data Contact data Behavioural data |
Company business related official documents (i.e. intellectual property material, licences, permits and authorisations) | 5 years From the loss of legal personality | Name data Financial data |
The Data protection law grants certain rights to users or data subjects. These rights are:
- The right to be informed - Organisations must be completely transparent in the way they use personal data.
- The right to access - Individuals must have the right to know exactly what information is being held about them and how it is processed.
- The right to rectification - Private individuals must have the right to rectify the personal data if incorrect or incomplete.
- The right to erasure - Also known as the “right to be forgotten”, this refers an individual’s right to have his/her personal data removed without a specific reason explaining why s/he wishes to stop.
- The right to restrict processing - Refers to the right of an individual to block or delete the processing of his/her personal data.
- The right to data portability - This enables individuals to keep and reuse their personal data for their own use.
- The right to object - In certain circumstances, people have the right to object to their personal data being used. This includes the use of personal data for direct marketing purposes, scientific or historical research or for conducting a task in the public interest.
- The rights related to automated individual decision-making and profiling - the GDPR has set up safeguards to protect individuals from the risk of a potentially detrimental decision being taken without human intervention. For example, individuals may choose not to be subject to a decision which produces legal effects on them or is based on automated processing.
In order to enable a request for access to be made, we provide you with an access request template allowing your request to be processed in the best conditions.
Click here to open the document for making a GDPR request.
The Data Protection Officer at Enovos can be contacted via the email address dpo@enovos.eu. The Data Protection Officer will deal with your request as soon as possible.
For complaints relating to the processing of your personal data, you can contact the Data Protection Authority,
Luxembourg
Commission Nationale pour la Protection des Données (CNPD)
1, avenue du Rock’n’Roll
L-4361Esch-sur-Alzette
Tél. : +352 2610 60 1
Fax : +352 2610 60 29
Email : info@cnpd.lu
http://www.cnpd.lu/
France
Commission Nationale de l’Informatique et des Libertés (CNIL)
3, place de Fontenoy
TSA 80715
F-75334 Paris
Cedex 07
Tél : +33 (0)1 53 73 22 22
Fax : +33 (0)1 53 73 22 00
https://www.cnil.fr
Belgium
Commission de la protection de la vie privée (CPVP)
Rue de la Presse, 35
F-1000 Bruxelles
Tél. : +32 (0)2 274 48 00
Fax : +32 (0)2 274 48 35
Email : commission@privacycommission.be
https://www.privacycommission.be
First of all, we do not sell any of our customers’ personal data!
We transfer personal data to third parties only in connection with the fulfilment of the contract that binds you to Enovos (for example, for printing energy consumption bills by an external provider) or if you have given explicit consent to it. All these transfers are laid down in contracts enabling us to ensure that the transfer and data processing is done in compliance with the regulation in force.
Follow this link and have a look at the consents that you gave us.
We do everything we can to protect your personal data and your privacy at every moment and regardless of our communication channel.
Our employees have been specifically trained to manage confidential data, and your data in particular, as appropriately as possible.
As part of each project intending to process personal data, we first of all carry out an assessment of the risks and security requirements, safeguarding your interests first and foremost. Our policy, our requirements and our management standards for the protection of information are based amongst other on best practice in that area.
Every day, specific people in our departments check compliance with the legislation on protecting your data and on our ethical ambitions. Other specialists in our business ensure that the security level of our network, our infrastructure and our information systems meets the high demands in this area.
Moreover, we apply all necessary technical measures to protect your personal data from access or unlawful use as well as from loss or theft. If - despite the various protection measures put in place - a breach of your personal data were to take place, you would be personally notified as a customer in the circumstances provided by law.
The software of our products is being continuously updated in order to ensure the most up-to-date security standards.
The number of employees having access to your personal information is restricted. In addition, they only have authorisation if necessary for the correct execution of their tasks and the services delivered to you.
We use cookies when you open our emails, when you visit our websites or use our apps. Cookies are pieces of data that are stored on your computer or mobile device and that are generally used to optimise the user-friendliness of our websites and apps.
There are different types of cookies, divided by origin, function and lifespan. For a comprehensive overview, you can consult websites such as www.allaboutcookies.org.
Enovos uses cookies in order to:
- improve the use and functionalities of its websites and its apps;
- analyse how users use our website and apps, and to compile statistics and
- show personalised information and customised advertisement according to your needs and preferences.
By this way you can be identified as a visitor to our websites on a subsequent visit and we can improve the user-friendliness by better adapting our websites to your wishes and preferences. Cookies can also be used to personalize the content or the advertising on a website. For more information on how we use cookies and the cookie options we offer please see our Cookie Policy.
To be able to process your personal data collected as part of the contract or product/service, you must give us your consent to use it.
This agreement can be given via the data.enovos.lu website.
The customer may also withdraw his/her consent to the processing of the personal data at any time by sending a request to dpo@enovos.eu
Here are two taxes: natural gas tax and value-added tax (VAT).
Natural gas tax is charged by all distributors for the government and the amount of the tax is set annually by the budget law. Value-added tax (VAT) is applied to the total amount of the bill and the rate is currently 8%.
The amended law of 1 August 2007 on organisation of the electricity market and the amended law of 1 August 2007 on organisation of the natural gas market stipulate that all end customers that do not yet have a supplier allocated by virtue of a supply contract are supplied by the “Fournisseur par défaut”.
The Luxembourg Regulation Institute (ILR) has designated Enovos Luxembourg as “Fournisseur par défaut” for the electricity grid and natural gas grid managed by Creos Luxembourg.
Since the rates applied for “Fourniture par défaut” are higher than those generally applied on a supply contract, we advise you to draw up a supply contract as soon as possible with the supplier of your choice, which will then take all the necessary steps to deliver to your point of delivery, and this will automatically curtail the “Fourniture par défaut”.
The maximum duration of the “Fourniture par défaut”, regulated by the ILR, is stipulated in the general conditions for the “Fourniture par défaut”. On expiry of the maximum period stipulated by the ILR,“Fourniture par défaut”is automatically curtailed.
Do not worry: you do not have to change anything at all, your facility or meters, simply contact the supplier of your choice and sign a supply contract with this supplier.
You can consult and download our prices and supply contracts for individuals or professional costumers at our website.
Documents
En matière de véhicules électrifiés, on distingue entre 3 grandes familles :
- Les hybrides classiques, qui combinent un moteur électrique et un moteur thermique classique (essence ou diesel),
- Les hybrides rechargeables, leurs batteries peuvent être rechargées sur une borne de recharge,
- Les 100% électriques, qui roulent exclusivement à l’électricité.
On part du principe que la durée de vie d’une batterie est de 8 à 10 ans voire de 500 à 1000 cycles de recharge.
Les voitures électriques ainsi que les véhicules hybrides rechargeables permettent non seulement de réduire les émissions de CO2 mais contribuent également à la préservation et à la durabilité de notre environnement. L’électromobilité est peu bruyante, ce qui permet notamment d’augmenter la qualité de vie dans les agglomérations.
Les véhicules électriques ne génèrent pas d’émissions lors de leur utilisation. Toutes les bornes de recharge approvisionnées par Enovos au Luxembourg, et notamment les bornes de recharge publiques Chargy, sont approvisionnées exclusivement en électricité issue de sources d’énergie renouvelables. Il est ainsi garanti que l’impact des véhicules électriques sur l’environnement est réduit au minimum.
Bien entendu l’électricité verte est suffisante. En effet, les véhicules électriques sont très efficients en termes d’énergie et affichent une faible consommation. De plus, tout le parc automobile ne va pas passer du jour au lendemain à l’énergie électrique, ce qui signifie que la production d’électricité à partir de sources d’énergies renouvelables sera développée parallèlement, de sorte qu’aucune pénurie d’énergie ne soit à craindre. De manière générale, la consommation des particuliers ne représente qu’une infime partie de la consommation totale nationale et, de ce fait, une augmentation du nombre de véhicules électriques n’a pas d’incidence significative au niveau national.
Depuis le 1er janvier 2017, l’achat d’un nouveau véhicule électrique est subventionné à hauteur de 5˙000€ sous forme d’abattement fiscal. Pour profiter de cette prime, votre véhicule électrique ne doit générer aucune émission.
En outre, la taxe sur les véhicules à moteur est moins élevée pour les véhicules électriques.
Vous ne profitez pas uniquement de cet abattement mais pouvez également bénéficier d’une prime du fonds nova naturstroum pour toute installation d’une infrastructure de recharge.
Découvrir le fonds nova naturstroum : fnn.lu
L’entretien d’un véhicule électrique est, de manière générale, plus économique que pour les véhicules à essence ou diesel. De plus, certains facteurs d’usure sont fortement réduits (par ex. usure des freins moindre grâce au frein moteur électrique...) et certaines tâches peuvent être complètement supprimées (par ex. vidange de l’huile moteur...).
Une voiture à moteur à combustion consomme 6,3l/100km, ce qui correspond à peu près à 8€/100km. Alors qu’une voiture électrique consomme 20kWh/100km, ce qui correspond à 3€/100km.
Il est assez difficile de donner un prix unique. En fonction du modèle enodrive choisi, le prix pour 10kWh est d’environ 2€.
L’eau, l’humidité et les conditions climatiques n’ont aucune incidence en termes de sécurité sur la procédure de charge. En effet, la technologie utilisée sur les véhicules électriques permet de parer à toute éventualité. Seul un froid extrême peut influer sur la procédure de recharge et la ralentir.
Il est possible d’utiliser comme solution de secours une prise domestique conventionnelle de 230V pour recharger votre véhicule électrique.
Mais pour recharger votre véhicule électrique ou hybride de manière optimale, en toute sécurité et plus rapidement, un dispositif de recharge privatif est requis (appareil mural). Pour ce faire, nous vous proposons les bornes appropriées garantissant une recharge rapide et sécurisée.
Découvrez notre gamme de bornes de recharge ici : Chargement de votre voiture électrique à domicile – Enovos
Sur la page web chargy.lu, vous trouverez, avec votre compte client, une vue d’ensemble de toutes les bornes de recharge publiques Chargy et Chargy OK disponibles au Luxembourg et dans les environs.
Parallèlement, retrouvez également toutes les bornes semi-publiques ici : https://www.google.com/maps/d/viewer?mid=131On0anKfbS08LsTJTpxx4Z0Hxc&usp=sharing
Il est recommandé d’utiliser un câble doté de connecteurs de « Type 2 » spécialement conçu pour la recharge de véhicules électriques et dont la résistance aussi bien mécanique qu’électrique est garantie. Ce type de câble est approprié pour un fonctionnement continu de plusieurs heures.
Sur les bornes à recharge rapide ou les bornes à courant continu, les câbles sont installés de manière fixe.
Le service d’installation comprend :
- Le home-check
- Les frais de déplacement
- Les frais de dossier
- La fourniture et la mise en place du câble sur une distance maximale de 10m
- La goulotte et les petits matériaux nécessaires au raccordement de l’infrastructure sur l’armoire d’électrique existante
- 1 perçage de mur en béton
- La mise en service
- Le test & protocole de sécurité
Le contrat de maintenance est un contrat optionnel. Il a pour but d’assurer le bon fonctionnement du matériel de charge, respectivement de régler les conditions relatives aux interventions de dépannage du matériel.
Le contrat de maintenance comprend un contrat de maintenance préventive et un contrat de dépannage correctif.
Le contrat de maintenance préventive est une visite annuelle proactive avec tests de fonctionnement et nettoyage superficiel du matériel.
Le contrat de dépannage correctif consiste dans une intervention réactive suite à un défaut de fonctionnement du matériel.
Grâce à la mKaart Chargy, vous pouvez recharger votre véhicule électrique ou hybride rechargeable sur toutes les bornes de recharge Chargy et Chargy OK. Cette carte vous permet en outre d’utiliser les moyens de transport publics. Vous trouverez de plus amples informations sur le site chargy.lu.
- Raccordez le câble à la voiture, puis à la borne de charge.
- Maintenez la mKaart Chargy avec les services enodrive devant le lecteur de cartes. Le chargement commence.
- Pour arrêter le chargement, présentez la mKaart Chargy avec les services Enovos devant le lecteur de cartes.
- Retirez le câble.
Vous pouvez recharger à tout moment votre mKaart Chargy avec les services enodrive sur eshop.enovos.lu.
Vous pouvez également consulter à tout moment votre consommation/vos crédits restants sur mychargy.lu.
Sous chargy.lu, vous pouvez obtenir des informations sur l’état de chacune des bornes (occupée, libre, réservée, hors service).
Sous chargy.lu, vous trouverez dans votre compte utilisateur une vue d’ensemble de toutes les bornes de recharge publiques au Luxembourg et dans les environs.
Pour le moment, vous ne pouvez pas utiliser la mKaart Chargy avec les services enodrive à l’étranger.
En cas de panne, veuillez composer le numéro figurant sur la borne de recharge. Vous serez alors mis en contact avec un collaborateur qui sera en mesure de vous aider.
enodrive est un service d’Enovos, qui vous donne accès au plus grand réseau de bornes de recharge publiques au Luxembourg. Les services de recharge enodrive associés à la carte de mobilité mKaart Chargy vous permettent de recharger votre voiture électrique partout au Luxembourg. Vous avez accès aux bornes de recharge publique de tout le réseau « Chargy », ainsi qu’aux bornes publiques et semi-publiques des partenaires Enovos.
Vous pouvez obtenir la mKaart Chargy avec les services enodrive sur la boutique en ligne à l’adresse eshop.enovos.lu
Vous pouvez obtenir la mKaart Chargy avec les services enodrive directement dans l’un des enoshops :
- enoshop Bertrange Shopping-Center La Belle Etoile(lu-je : 9h00-20h00, ve : 09h00-21h00, sa : 09h00-19h00)
- enoshop Ingeldorf Cactus Ingeldorf(lu-je : 9h00-20h00, ve : 09h00-21h00, sa : 09h00-18h00)
- enoshop Luxembourg-Ville 9, bld. Roosevelt(lu-ve : 08h00-18h00, sa : 10h00-17h00)
- enoshop Esch-sur-Alzette 2, Domaine Schlassgoard(lu-ve : 8h00-17h30)
Le service d’installation comprend :
- Le home-check
- Les frais de déplacement
- Les frais de dossier
- La fourniture et la mise en place du câble sur une distance maximale de 10m
- La goulotte et les petits matériaux nécessaires au raccordement de l’infrastructure sur l’armoire d’électrique existante
- 1 perçage de mur en béton
- La mise en service
- Le test & protocole de sécurité
Low-voltage tariffs with no power output recording are applicable to customers connected to the low-voltage 230/400 V (Volt) network, with a connection current less than or equal to 50 A (Ampères) per phase.
""No power output recording"" means that the meter does not record the power requirement in kW, but only the electrical power consumed in kWh.
One of the main features of this tariff is its cycle of an annual meter reading and two-monthly billing.
This type of tariff is chiefly applied to private customers (houses, flats etc.) and professional customers (commercial premises, home offices etc.).
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 concerned (e.g. Creos Luxembourg S.A., City of Ettelbruck, City of Diekirch etc.), and the commercial portion by Enovos Luxembourg S.A. To make customers' lives easier, Enovos Luxembourg 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.
There are two main tariff categories:
- Tariffs for residential customers: houses, flats.
- Tariffs for professional customers: shops, offices, workshops.
There is a single tariff and a dual tariff for both customer categories.
"Common" residential consumption cannot be predicted - for example, lifts, lighting of corridors and cellars, which are activated at random at any time of day. This produces a higher purchase price, and thus a more expensive sales tariff.
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.
Metering and billing, which is broken down on your statement, are invoiced to you monthly for a single or dual tariff meter recording a 24h/24h electricity supply.
The dual tariff meter records the daytime period (06:00 h to 22:00 h) and the night period (22:00 h to 06:00 h). Meters form part of the network, and their price is defined by the network manager.
Metering and billing consists of the following services:
- monthly rental of the meter,
- management of meter data,
- annual reading of the meter by a Creos Luxembourg S.A. official and management and dispatch of bills for the network manager.
Via its environmentally friendly products naturstroum and nova naturstroum, Enovos is addressing companies, public facilities and private customers with the wish to engage actively in climate protection.
The renewable energy naturstroum comprises to an extent 100 % of hydropower. The green power offered by Enovos Group is certified pursuant to GoO (Guarantee of Origin) and is produced in accordance with specifications set out under the EU guideline 2001/77. These Guarantees of Origin for the Luxembourg market are moreover recorded in a register managed by the Luxembourg regulation authority "Institut Luxembourgeois de Régulation" (ILR) on the basis of the Grand-Ducal directive of June 21, 2010 governing the power designation system.
At the same time, the Enovos Group has been offering another high-quality, environmentally friendly product since 2003: nova naturstroum. This is also distributed by Steinergy, NordEnergie and Leo too. nova naturstroum has been undergoing constant development since then
In order to promote the sustainability of nova naturstroum, we are continuously endeavouring to integrate new plants into our existing portfolio of renewable energies. In line with this, more than one third of your nova naturstroum mix will come from hydropower plants which will not be more than 3 years old on January 1, 2015 or will have been renovated in the course of the 3 years prior to that date.
"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."
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.
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.
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.
The amended law of 1 August 2007 on organisation of the electricity market stipulates that if a supplier is unable to supply its customer or customers, or if the“fourniture par défaut”has come to an end after the maximum period defined by the Luxembourg Regulation Institute (ILR), the customers concerned continue to be supplied by the “Fournisseur du dernier recours”.
The Luxembourg Regulation Institute has designated Enovos Luxembourg as the“Fournisseur du dernier recours”for the Creos regulation zone.
Since the rates applied for the“Fourniture du dernier recours”are higher than those generally applied on a supply contract, we advise you to draw up a supply contract as soon as possible with the supplier of your choice, which will then take all the necessary steps to deliver to your supply point, and this will automatically curtail the“Fourniture du dernier recours”.
The maximum duration of the“Fourniture du dernier recours”, regulated by the ILR, is stipulated in the general conditions for the“Fourniture du dernier recours”. On expiry of the maximum period stipulated by the ILR, the“Fourniture du dernier recours”supply is automatically curtailed.
Do not worry: you do not have to change anything at all, your facility or meters, simply contact the supplier of your choice and sign a supply contract with this supplier.
You can consult and download our prices and supply contracts for individuals or professional customers at our website.
The amended law of 1 August 2007 on organisation of the electricity market and the amended law of 1 August 2007 on organisation of the natural gas market stipulate that all end customers that do not yet have a supplier allocated by virtue of a supply contract are supplied by the “Fournisseur par défaut”.
The Luxembourg Regulation Institute (ILR) has designated Enovos Luxembourg as “Fournisseur par défaut” for the electricity grid and natural gas grid managed by Creos Luxembourg.
Since the rates applied for “Fourniture par défaut” are higher than those generally applied on a supply contract, we advise you to draw up a supply contract as soon as possible with the supplier of your choice, which will then take all the necessary steps to deliver to your point of delivery, and this will automatically curtail the “Fourniture par défaut”.
The maximum duration of the “Fourniture par défaut”, regulated by the ILR, is stipulated in the general conditions for the “Fourniture par défaut”. On expiry of the maximum period stipulated by the ILR,“Fourniture par défaut”is automatically curtailed.
Do not worry: you do not have to change anything at all, your facility or meters, simply contact the supplier of your choice and sign a supply contract with this supplier.
You can consult and download our prices and supply contracts for individuals or professional costumers at our website.
Documents
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 8006-6000 from Monday to Friday 08:00h - 20:00h and Saturday 09:00h - 18:00h, or by e-mail, serviceline@enovos.eu, to clarify your situation.
If you live within a distribution network other than Creos Luxembourg S.A. - for example, Esch-sur-Alzette or Electris (Mersch) - changing to Enovos Luxembourg S.A. from your old supplier is as simple as a signature.
When you have signed your electricity supply contract with Enovos Luxembourg S.A., this mandate enables Enovos Luxembourg S.A. to make all the necessary administrative arrangements in your name and on your behalf with the various entities involved to implement, and guarantee your electricity supply from the date on which you wish supply to commence.
For all information or advice, feel free to contact our Serviceline (Monday to Friday 08:00h - 20:00h and Saturday 09:00h - 18:00h) on the free phone number 8006-6000, on (+352) 2737-6000 from abroad, or by e-mail,serviceline@enovos.eu.
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, Saturday: 10:00 h - 17:00 h)
Payment due dates are shown on all our bills.
You pay by instalments every two months, i.e. a fixed sum. This sum is determined on the basis of your past consumption. A billing cycle consists of five instalment payments and a final annual statement.
The billing system is advantageous to consumers in a number of ways.
The Creos official will only visit you once a year to read your meter.
Additionally, the two-monthly instalment is the same over twelve months: this means you know exactly how much you have to pay every two months and are not affected by the consumption peaks of winter months, when 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 8006-6000 from Monday to Friday 08:00h - 20:00h and Saturday 09:00h - 18:00h, or by e-mail, serviceline@enovos.eu.
All traditional meters in the Grand Duchy will be replaced by smart meters for free and the roll-out started on the 1st July 2016. Customers of the Creos network can check the deployment period in their region on smarty.creos.net.
Your smart meter will anonymously communicate your consumption and electricity production data every 15 minutes to Luxmetering, at an hourly rate for gas. The algorithms we use meet the highest standards applicable to secure communication. Meter readings are recorded by your network manager multiple times per day and transferred to us on a daily basis. Your privacy is guaranteed, as the use of the data is only permitted for clearly defined purposes.
The National Commission for Data Protection (CNPD) was informed about the data protection measures to be taken and about the choice of technology used as part of this national project.
Apart from the data collected by Luxmetering, your network manager can also establish remote communication with your smart meter to perform software updates.
Your smart meter will anonymously communicate your consumption and electricity production data every 15 minutes to Luxmetering, at an hourly rate for gas. The algorithms we use meet the highest standards applicable to secure communication. Meter readings are recorded by your network manager multiple times per day and transferred to us on a daily basis. Your privacy is guaranteed, as the use of the data is only permitted for clearly defined purposes.
The National Commission for Data Protection (CNPD) was informed about the data protection measures to be taken and about the choice of technology used as part of this national project.
Apart from the data collected by Luxmetering, your network manager can also establish remote communication with your smart meter to perform software updates.
Meters are not radio transmitted. Nevertheless, like all electrical devices, they create a magnetic field in their immediate vicinity. In practice, the specific exposure associated with the use of power-line communication (PLC) appears to be very low and the transmissions are brief: less than a minute for the collection of consumption data and a few seconds for transmission of an event.
Measurements made by manufacturers and the French National Frequency Agency (ANFR) on French Linky-type PLC meters (the meters used in Luxembourg are based on a platform very similar to that of Linky) showed a level of radiation similar to conventional meters. The ANFR has measured the levels of the electromagnetic radiation of certain everyday devices (TVs, lamps and computer chargers) and concluded that the PLC meters emit slightly less electromagnetism than a baby alarm when it is plugged in, a cordless drill, a refrigerator or a toaster.
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Contact us
8006-4848
Monday-Friday: 8.00-19.00
Call (+352) 2639-4848 if you want to contact our serviceline from abroad.