The Institut Luxembourgeois de Régulation (ILR) is an independent public institution whose role includes regulating the electricity and natural gas markets and to ensuring compliance with energy consumer protection measures. Within the framework of its missions, the ILR offers all the guarantees of neutrality and independence for the out-of-court settlement of disputes between you and your supplier or your network operator. For doing so, the ILR has two procedures, the complaints procedure and the mediation procedure.
If you want a non-binding solution to your dispute with your network operator or supplier, the ILR offers a mediation service which has the great advantage of being a transparent, fast, free and non-public method of settling disputes out of court.
You can therefore use the mediation service provided that you have first exhausted the internal complaints procedures set up by your supplier or network operator without having reached a satisfactory solution and provided that you have not brought the dispute before a court. The dispute may concern, for example, connection, metering, supply, change of supplier, billing or the tariff applied.
The role of the ILR is to reconcile the parties and guide them to a non-binding solution that is satisfactory to both sides of the dispute. The whole process is voluntary and you can stop it at any time.
In order to apply to the ILR mediation service, you must return the requested documents and the completed and signed application form for mediation in electricity or natural gas matters to the ILR by post. The application form for mediation in electricity or natural gas matters is available in Luxembourgish, French and German on the ILR website or on request by calling: 28 228 888.
For more information about the mediation service offered by the ILR, feel free to send an email to mediation@ilr.lu.