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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

Belgium

France

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.

In the case of electrified vehicles, there are 3 main families:

• The classic hybrids, which combine an electric motor and a conventional combustion engine (petrol or diesel),
• Rechargeable hybrids, their batteries can be recharged on a charging station,
• 100% electric, which runs exclusively on electricity.

It is assumed that the life of a battery is 8 to 10 years or 500 to 1000 charging cycles. The service life is constantly optimised. Moreover, this applies only to their use in vehicles because the batteries can be reused for buildings and solar energy.

Electric cars and plug-in hybrid vehicles not only reduce CO₂ emissions but also contribute to the preservation and sustainability of our environment. Electromobility is not very noisy, which in particular makes it possible to increase the quality of life in cities and suburbs. In addition, the batteries of electric vehicles are reused for example on photovoltaic panels. This is called "second life".

Electric vehicles do not generate emissions during their use. All charging stations supplied by Enovos in Luxembourg, and in particular the Chargy public charging stations, are exclusively supplied with electricity from renewable energy sources. This ensures that the impact of electric vehicles on the environment is minimized.

Of course, there is enough green electricity. Indeed, electric vehicles are very efficient in terms of energy and display a low consumption. Moreover, the entire car fleet will not switch to electric power overnight , which means that electricity generation from renewable sources will be developed in parallel, so that there will be no shortage of electricity. In general, personal consumption is only a small part of total national consumption and, as a result, an increase in the number of electric vehicles does not have that big of an impact at the national level.

Since the 1^st January 2017, the purchase of a new electric vehicle has been subsidised for 5.000€ in the form of a tax allowance. To benefit from this bonus, your electric vehicle must not generate any emission.

In addition, the tax on motor vehicles is lower for electric vehicles.

You do not only benefit from this allowance but can also benefit from a premium from the nova naturstroum fund for any installation of a charging infrastructure.

Discover the nova naturstroum fonds: fnn.lu

The maintenance of an electric vehicle is, in general, more economical than for gasoline or diesel vehicles. In addition, certain wear factors are greatly reduced (eg less brake wear due to electric motor braking ...) and some tasks can be completely eliminated (eg engine oil change ...).

A combustion engine car consumes 6.3 liters per 100km, which corresponds to approximately 8€ per 100km. While an electric car consumes 20kWh per 100km, which corresponds to 3€ per 100km.

It is quite difficult to give a single price. Depending on the chosen enodrive product, the price for 10kWh is around € 2.

Water, humidity and weather conditions have no impact on the safety of the charging process. Indeed, the technology used on electric vehicles makes it possible to avoid any eventuality thanks to the waterproof cables. Only extreme cold can affect the charging process and slow it down.

To recharge your electric or hybrid vehicle optimally, safely and quickly, a private charging device is required (wall mounted).

It is however possible to use as a backup solution a conventional 230V household outlet to charge your electric vehicle.

On the chargy.lu web page you will find, with your customer account, an overview of all Chargy and Chargy OK public charging stations available in Luxembourg and the surrounding area.

At the same time, you may find all the semi-public terminals here: https://www.google.com/maps/d/viewer?mid=131On0anKfbS08LsTJTpxx4Z0Hxc&usp=sharing

It is recommended to use a cable with "Type 2" connectors specially designed for recharging electric vehicles and with both mechanical and electrical resistance. This type of cable is suitable for continuous operation of several hours.

On fast charge terminals or DC terminals, the fixed cables are installed.

Thanks to the Chargy mKaart, you can charge your rechargeable electric or hybrid vehicle on all Chargy and Chargy OK charging stations. This card also allows you to use public means of transport. You can find more information on the website chargy.lu.

1. Connect the cable to the car and then to the charging terminal.
2. Hold the Chargy mKaart with enodrive services in front of the card reader. The loading begins.
3. To stop loading, present the mKaart Chargy with Enovos services in front of the card reader.
4. Remove the cable.

You can recharge your mKaart Chargy at any time with enodrive services or buy a pay-as-you-go card on eshop.enovos.lu.

You may also consult your consumption / your remaining credit at any time on mychargy.lu.

On chargy.lu you can obtain information on the status of each of the terminals (busy, free, reserved, out of order).

On chargy.lu you will find in your user account an overview of all public charging stations in Luxembourg and the surrounding area.

For the moment, you can not use the mKaart Chargy with enodrive services abroad.

In case of a breakdown, please dial the number on the charging station. You will be put in contact with a colleague who will be able to help you.

enodrive is a service of Enovos', which gives you access to the largest network of public charging stations in Luxembourg. The enodrive charging services associated with the mKaart Chargy mobility card allow you to charge your electric car anywhere in Luxembourg. You have access to public charging stations throughout the Chargy network, as well as public and semi-public terminals of Enovos' partners.

You can get the mKaart Chargy with enodrive services on the online store at eshop.enovos.lu

You can get the mKaart Chargy with the enodrive services directly in one of our enoshop.

An electric car costs less in the long run. It is certainly more expensive to buy but the additional costs are amortised over time because there are less energy costs (gasoline, diesel), but also less maintenance and repair. Moreover, by owning an electric car, you can get insurance premiums and tax reductions. Moreover, with the development of electric mobility, electric vehicles will soon be priced the same as traditional cars.

800 charging stations will be available throughout Luxembourg by 2020, which is quite a number since there are already several hundred. With time, more and more will be developed throughout the country.

Charging depends on the performance of the charging station and the capacity of the battery. More and more terminals with high charging power are developed (150 kW and more), but there are still too few vehicles adapted to such loading capacities. For example, a battery consuming 60 kWh (capacity of about 300 kilometers) will take 6 hours to be charged with a charger with a capacity of 11 kW, but barely thirty minutes with a loader of 150 kW. 350 kW chargers are in development, and with this kind of chargers, this same battery would be charged to 100% in 8 minutes only.

It is quite possible to drive your electric car daily without any problem, if you take the average traveled by people in general for their commute to work (30 km). Autonomy has been greatly improved in recent years, but it still depends on the model. A Smart forfour EQ runs 120 km while a Tesla Model S Long Range makes 476.

Yes, they are. They do not carry flammable liquid unlike traditional cars, which is already a good point. In addition, the sill is heavy, it minimizes the risk of tipping, and the small electric motor is much safer than a heavy engine block in case of collision.

The new electric cars are equipped with an acoustic warning system so as not to be completely silent when their engine emits no sound (up to more or less 30 km/h). This reduction in noise due to traffic contributes however to the improvement of the quality of life and the collective well-being.

It is possible to significantly reduce the additional investment needed through intelligent charging: since vehicles are parked 95% of the time, it gives the possibility to use the batteries of these vehicles to help stabilize the network, while paying for the owners for that. It's win-win!

Absolutely not, simply because 58% of the electricity generated in the European Union is already carbon neutral. In addition, it is possible in most Member States to choose the charging point in order to use only electricity from renewable energy sources. In fact, 93% of the European population has the option to choose 100% green electricity to recharge their electric vehicle.

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 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.

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.

A smart meter is connected and therefore enables to accurately measure both your energy consumption and production (if you have for example a photovoltaic installation). Thanks to this connection, your smart meter will give your electricity and natural gas grid operator the ability to monitor the level of consumption and thus, to better control the flow of electricity in order to ensure an operational grid at all times. It is also essential to ensure the stability of electricity grids in the presence of an increasing local renewable production.

Your smart meter will communicate your electricity consumption and production data to Luxemetering every 15 minutes and every hour for your gas data. These data, encrypted by algorithms complying with the best security standards in force, will then be transmitted daily to your energy supplier who will ensure the respect of the data processing purposes prescribed by the Commission Nationale pour la protection des données (CNPD).

Apart from the data collected by Luxmetering, your grid operator can also establish a remote communication with your smart meter to perform software updates for example.

Your smart meter has a screen (analog or digital) that indicates you the consumption index. It also has a communication module (wired or wireless) to connect the gas meter to the electricity meter.

Yes, in principle. The smart meter enables you to view all your energy consumptions and therefore better control them. Better management of your energy means saving energy and consequently, saving money. If you are an Enovos customer, you can view your consumption and production on my.enovos.lu

It is absolutely not possible. Indeed, your gas data are always transferred to your electricity smart meter and then, via the existing electricity grid, to the data concentrator in the nearest transformer station. This process is called CPL (Courants Porteurs en Ligne) and is simply a data transmission technology that uses the existing infrastructure of the electricity grid. The data concentrator sends data continuously via secure lines to Luxmetering. Moreover, data are sent encrypted and the algorithms used are among the best in the world, so there is no risk for your privacy.

Then, the data are collected once a day by Creos and sent to your energy supplier. Respect for privacy is guaranteed. The Commission Nationale pour la Protection des Données (CNPD) has been beforehand informed about the data protection measures and the technological choice used for this national project.

Its lifespan is about 20 years.

The smart meter enables you to view all your energy consumptions and therefore better control them. In addition, they are read remotely, so you will not be disturbed in the annual reading of your meter. Finally, thanks to the data collected, your energy supplier will be most likely to offer you a tariff offer tailored to your consumption.

If you wish, you will also be able to opt for a monthly billing method based on your actual consumption.

This will not make much difference in electricity, but for natural gas the fluctuations may be higher with very low bills in summer and much more expensive in winter. This is why we have a system of bi-monthly advances allowing our customers to pay the same amount all over the year. This monthly billing method based on actual consumption requires a subscription to a SEPA direct debit.

At Enovos, the electricity we offer is already 100% green! Being our customer means starting the energy transition that is essential for the survival of our planet. That said, this transition is simply indispensable and sustainable development is at the heart of the stakes of European politics and citizens.

Your smart meter reads and saves your consumption as soon as it is installed. However, the smart features that allow you to view your consumption, will only be activated progressively. It will automatically start transmitting its data as soon as it is activated by the grid operator, who will proceed locally by locality. Thus, it is possible that it must still be read during the rollout phase, which will end at the end of 2019.

Meters are not radio transmitters. 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 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.

Control measures were taken by the meter manufacturer and the National Frequency Agency's (ANFR) monitoring authority on French Linky-type CPL meters, which are based on a platform that is technically similar to that of the meters used in Luxembourg. The measurements showed that the electric field of the meter was not more powerful than that of a conventional meter. As a result, the electromagnetic fields measured near the CPL meters are comparable to those of other household appliances. For example, CPL meters emit far less electromagnetic fields than a connected baby-phone station, a cordless screwdriver, a refrigerator or a toaster.

You will not have any administrative task and your energy supplier will be automatically notified by the network operator of the meter change.

Enovos will send you an information letter as soon as the smart features are activated. In parallel, you will receive a bill of account showing your consumption until this activation.

Unfortunately not. Since 1^st, July 2016 each grid operator has a legal obligation to install a smart meter until 2020 and replace all old meters (mechanical or electronic) for any new installation with all customers connected to its grid. The meter belongs to the grid operator who must ensure its proper functioning and maintenance. The installation of new meters is essential to ensure the future security of supply and the reliability of electricity and gas grids, taking into account the growth of decentralized generation facilities.