Energy community services

Energy Community – Sharing Organisation - In accordance with the amended law of 1 August 2007 relating to the organisation of the electricity market

1.1 Identity of the sharing organiser

Registered office: 31 Porte de France L-4360 Belval Esch-sur-Alzette

RCS : B294772

Contact and complaints email: info@lenerga.lu

Lenerga acts as the organiser of the paid sharing of electrical energy.

​1.2 Right to clear and comprehensive information

Each active customer participating in the sharing project benefits from:

• Permanent access to the applicable contractual terms;
• From a clear synthesis of the main conditions;
• Of transparent information on :
• the price of shared energy expressed in €/kWh,
• the applied management fees,
• the billing terms,
• the allocation key used,
• the duration of the contract,
• the terms of renewal and termination.

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This information is provided upon simple request.

1.3 Right to transparent billing

Each monthly invoice clearly specifies:

• The quantities of energy shared in kWh ;
• The applied unit price ;
• The management fees charged ;
• The applicable taxes and VAT ;
• The period concerned.

Upon request, the active client can obtain :

• A detailed explanation of the calculation method;
• The data from the monthly energy balance used as the basis for billing.

1.4 Price transparency and contractual modifications

Lenerga communicates :

• The applicable prices and rates presented clearly and accessibly ;
• Any contractual or pricing modification in a transparent and justified manner.

In the event of a price adjustment :

• Active customers are informed at least two weeks before the amendment comes into effect ;
• When it comes to residential clients, the minimum notice period is one month.

The active client has the right to terminate the contract if they refuse the proposed amendments, in accordance with the terms set out in the agreement.

1.5 Right of termination

The active client can terminate their participation :

• Under the conditions set out in the sharing agreement ;
• No fees related to a simple change of organiser ;
• Subject to the compliance with any existing contractual obligation, within the limits permitted by law.

Any potential compensation is limited to direct and proportionate costs in accordance with the legal framework.

1.6 Complaints handling procedures

i) Introduction of a complaint - Any complaint relating :

• On the sharing of energy,
• At billing,
• To payments,
• To the distribution keys,
• Under the contractual conditions,

must be addressed in writing to :

Lenerga S.à r.l.

Email : info@lenerga.lu

Postal address : 31 Porte de France L-4360 Belval Esch-sur-Alzette

ii) Acknowledgement of receipt

Acknowledgement of receipt is sent within a maximum period of five working days.

iii) Processing time

A reasoned response is provided within a maximum period of thirty calendar days from the receipt of the complaint.

The precise answer:

• The analysis carried out,
• Possible corrective measures,
• The available remedies.

1.7 Extrajudicial remedies

In the event of a persistent disagreement, the active customer may refer the matter to the competent regulator as part of the extrajudicial dispute resolution procedure provided for in Article 6 of the amended law of 1 August 2007 concerning the organisation of the electricity market.

This remedy is independent of the right to bring matters before the competent courts.

1.8 Data Protection

The energy and personal data are processed in accordance with Regulation (EU) 2016/679.

Active clients have:

• Of a right of access,
• Of a right of rectification,
• Of a right of opposition,
• Of a right to the limitation of processing.

Any request regarding personal data can be sent to Lenerga S.à r.l. at the address 31 Porte de France L-4360 Belval Esch-sur-Alzette.

1.9 Principle of non-discrimination

Lenerga applies the energy sharing rules in an objective, transparent, and non-discriminatory manner among members placed in comparable situations.