Distribution cost adjustment: EDF Luminus customers receive personal calculation

Friday, December 19, 2014 — Today, Flemish energy regulator VREG announced the new distribution grid rates applicable as from 1 January 2015. To avoid any unpleasant surprises for our customers and to help them manage their energy budget, EDF Luminus will provide every customer impacted with a personal calculation, taking into account the new distribution grid rates. This way, EDF Luminus customers can adjust their monthly advance payments and keep their energy budget under control if desired. EDF Luminus does not increase its own rates.

EDF Luminus does not increase its rates

This morning, Flemish energy regulator VREG disclosed the distribution grid rates that will apply from 1 January 2015 onwards. EDF Luminus emphasises that energy suppliers do not have any influence on the grid rates and that this adjustment does not impact the energy prices. It should be borne in mind that the energy bill consists of three components: the energy price, the distribution and transmission costs or the grid charges, and taxes & levies. The energy price is the amount the customer pays for their energy consumption. This includes utility charges and the price of electricity and natural gas per kWh. The energy price is the only component of the energy bill which the energy supplier can influence, and this price will remain unchanged.


EDF Luminus helps its customers

From 1 February 2015 onwards, all EDF Luminus customers whose advance payment increases by at least € 5 will receive a personalised calculation explaining the impact the changing distribution grid rates will have on their energy bill. Customers can then decide whether they wish to adjust their advance payments. This adjustment can be requested in a variety of ways: by text message, reply card, personal web link or phone. Every effort shall be made to make the process as simple and transparent as possible for customers.


Customer satisfaction, EDF Luminus’s top priority

EDF Luminus achieved the maximum of 5 stars when the quality of energy suppliers was compared by VREG, with just 1.16 complaints per 5000 customers. Investment in customer satisfaction is not an empty promise for EDF Luminus. Maximum customer orientation and satisfaction is part of the company’s DNA. The personalised calculation customers will receive following the change in distribution grid rates fits into this strategy.

Nico De Bie Head of External Communication