Frequently asked questions
Your distribution system operator (G.R.D.) comes to read your meter annually (monthly for business clients who have a monthly meter reading agreement).
Meter readings usually happen around the same time every year.
Please contact your distribution system operator (G.R.D.) to find out when they will come to read your meter.
Here are the electricity distribution system operators (G.R.D.):
Creos Luxembourg S.A., L-2084 Luxembourg
Tél: 2624-1, Fax: 2624-5100, e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville de Diekirch, B.P. 145, L - 9202 Diekirch
Tél: 808780-1 Fax: 808780-249
Electris par Hoffmann Frères S.à.r.l. et Cie s.e.c.s. B.P. 22, L - 7501 Mersch
Tél: 327391, Fax: 320072-35, e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville d'Ettelbruck, B.P. 11, L - 9002 Ettelbruck
Tél: 819181-1, Fax: 819181-350
Sudstroum S.à.r.l. & Co s.e.c.s., 12, rue Xavier Brasseur, L - 4040 Esch/Alzette
Tél: 26783787-686, Fax: 26783787-87
Here are the gas distribution system operators (G.R.D.):
Creos Luxembourg S.A., L-2084 Luxembourg
Tél: 2624-1, Fax: 2624-5100, e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville de Dudelange, place de l'Hôtel de Ville, L-3590 Dudelange
Tél: 515125
Sudgaz S.A., 137, rue de Luxembourg, L-4221 Esch/Alzette
Tél: 556655-1, Fax: 572044, e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Meter readings usually happen around the same time every year.
Please contact your distribution system operator (G.R.D.) to find out when they will come to read your meter.
Here are the electricity distribution system operators (G.R.D.):
Creos Luxembourg S.A., L-2084 Luxembourg
Tél: 2624-1, Fax: 2624-5100, e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville de Diekirch, B.P. 145, L - 9202 Diekirch
Tél: 808780-1 Fax: 808780-249
Electris par Hoffmann Frères S.à.r.l. et Cie s.e.c.s. B.P. 22, L - 7501 Mersch
Tél: 327391, Fax: 320072-35, e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville d'Ettelbruck, B.P. 11, L - 9002 Ettelbruck
Tél: 819181-1, Fax: 819181-350
Sudstroum S.à.r.l. & Co s.e.c.s., 12, rue Xavier Brasseur, L - 4040 Esch/Alzette
Tél: 26783787-686, Fax: 26783787-87
Here are the gas distribution system operators (G.R.D.):
Creos Luxembourg S.A., L-2084 Luxembourg
Tél: 2624-1, Fax: 2624-5100, e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville de Dudelange, place de l'Hôtel de Ville, L-3590 Dudelange
Tél: 515125
Sudgaz S.A., 137, rue de Luxembourg, L-4221 Esch/Alzette
Tél: 556655-1, Fax: 572044, e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Please try contacting us at least 15 days prior to moving out.
Let us know your new address and ideally have the new meter number ready too. The day you move out you must note both your gas and electricity meter standings (take a photo for example).
You should do the same on the first day you arrive at your new place. Eida takes care of the closing of your contract and will offer you a new contract for the new address.
Let us know your new address and ideally have the new meter number ready too. The day you move out you must note both your gas and electricity meter standings (take a photo for example).
You should do the same on the first day you arrive at your new place. Eida takes care of the closing of your contract and will offer you a new contract for the new address.
Your meter number can be found on your actual meter or on your annual invoice overview (not on your monthly deposit invoice).
Our terms and conditions can be downloaded HERE
My deposits
Estimated consumption is based on historical use by your meter or in the absence of previous use, based on your electricity and/or gas installation.
Your monthly deposits are based on an estimated energy consumption based on estimations by your distribution system operator (G.R.D.).
You will make twelve monthly deposits.
A final statement will be provided to you by the end of the year.
You will make twelve monthly deposits.
A final statement will be provided to you by the end of the year.
Your deposit might be adapted if energy costs or distributions costs by the distribution system operator G.R.D. change. Deposits might also change if taxes are changed (electricity tax, VAT etc).
You will receive an updated monthly deposit after your final adjustment bill at the end of the year.
Monthly deposits are in relation to the last adjustment bill based on actual usage.
It is possible that you have joined Eida shortly prior to the final year adjustment bill being sent out, meaning your payments are adjusted shortly after you receive the final bill. Alternatively you might have been paying lower monthly deposits in summer which will be adjusted in winter where energy consumption will go up again.
Your energy consumption heavily depends on the weather.
Monthly deposits are in relation to the last adjustment bill based on actual usage.
It is possible that you have joined Eida shortly prior to the final year adjustment bill being sent out, meaning your payments are adjusted shortly after you receive the final bill. Alternatively you might have been paying lower monthly deposits in summer which will be adjusted in winter where energy consumption will go up again.
Your energy consumption heavily depends on the weather.
My bills and payments
Your monthly invoice acts as a deposit which is based on an estimation of your electricity or gas consumption aiming to financially cover your actual consumption.
Your expected consumption is communicated to us by your distribution system operator (G.R.D.) or by yourself.
Estimated consumption is based on historical use by your meter (P.O.D.) over the last two years.
Your expected consumption is communicated to us by your distribution system operator (G.R.D.) or by yourself.
Estimated consumption is based on historical use by your meter (P.O.D.) over the last two years.
After your meter reading you will receive an adjustment invoice, breaking down your actual consumption and deducting your monthly paid deposits.
Your cost break-down is provided by your distribution system operator (G.R.D.).
If your distribution system operator (G.R.D.) could not get an actual cost statement it will estimate costs in order to establish your monthly bill/deposit.
Your monthly bill/deposit does not represent your actual consumption.
If you have found an error on your monthly deposit, please contact your distribution system operator distribution (G.R.D.), who can provide an overview of your consumption and adjust your monthly payments accordingly.
Contact information for your electricity distribution system operators (G.R.D.):
Creos Luxembourg S.A., L-2084 Luxembourg
Tél: 2624-1, Fax: 2624-5100
e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville de Diekirch, B.P. 145, L - 9202 Diekirch
Tél: 808780-1 Fax: 808780-249
Electris par Hoffmann Frères S.à.r.l. et Cie s.e.c.s. B.P. 22, L - 7501 Mersch
Tél: 327391, Fax: 320072-35, email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville d'Ettelbruck, B.P. 11, L - 9002 Ettelbruck
Tél: 819181-1, Fax: 819181-350
Sudstroum S.à.r.l. & Co s.e.c.s., 12, rue Xavier Brasseur, L - 4040 Esch/Alzette
Tél: 26783787-686, Fax: 26783787-87
Contact information for natural gas distribution system operators (G.R.D.):
Creos Luxembourg S.A., L-2084 Luxembourg
Tél: 2624-1, Fax: 2624-5100, email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville de Dudelange, place de l'Hôtel de Ville, L-3590 Dudelange
Tél: 515125
Sudgaz S.A., 137, rue de Luxembourg, L-4221 Esch/Alzette
Tél: 556655-1, Fax: 572044,
e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
If your distribution system operator (G.R.D.) could not get an actual cost statement it will estimate costs in order to establish your monthly bill/deposit.
Your monthly bill/deposit does not represent your actual consumption.
If you have found an error on your monthly deposit, please contact your distribution system operator distribution (G.R.D.), who can provide an overview of your consumption and adjust your monthly payments accordingly.
Contact information for your electricity distribution system operators (G.R.D.):
Creos Luxembourg S.A., L-2084 Luxembourg
Tél: 2624-1, Fax: 2624-5100
e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville de Diekirch, B.P. 145, L - 9202 Diekirch
Tél: 808780-1 Fax: 808780-249
Electris par Hoffmann Frères S.à.r.l. et Cie s.e.c.s. B.P. 22, L - 7501 Mersch
Tél: 327391, Fax: 320072-35, email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville d'Ettelbruck, B.P. 11, L - 9002 Ettelbruck
Tél: 819181-1, Fax: 819181-350
Sudstroum S.à.r.l. & Co s.e.c.s., 12, rue Xavier Brasseur, L - 4040 Esch/Alzette
Tél: 26783787-686, Fax: 26783787-87
Contact information for natural gas distribution system operators (G.R.D.):
Creos Luxembourg S.A., L-2084 Luxembourg
Tél: 2624-1, Fax: 2624-5100, email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville de Dudelange, place de l'Hôtel de Ville, L-3590 Dudelange
Tél: 515125
Sudgaz S.A., 137, rue de Luxembourg, L-4221 Esch/Alzette
Tél: 556655-1, Fax: 572044,
e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
You might have provided us with the wrong email address when joining Eida.
You can also contact us by phone or e-mail.
Please also check your spam or junk folder in your email.
You can also contact us by phone or e-mail.
Please also check your spam or junk folder in your email.
All charges on your invoice are listed in the tariff you selected.
If you do not pay your invoices on time we will try to contact you by post, phone or email
Not paying your energy invoice means you might get cut off until all payments are fully made.
Not paying your energy invoice means you might get cut off until all payments are fully made.
Your invoice shows obligatory taxes (besides value added tax - or VAT) which are the same for everyone regardless of your supplier and tariff.
Eida gives a detailed break-down of all the taxes for extra transparency.
Electricity has 2 types of taxes:
- electricity tax
- compensation fund
Eida gives a detailed break-down of all the taxes for extra transparency.
Electricity has 2 types of taxes:
- electricity tax
- compensation fund
The index relayed to your distribution system operator G.R.D. starts on the exact day where you will be supplied by Eida.
This difference is justified by the fact that the period between subscribing to Eida and actually activating the contract, can take several days.
This difference is justified by the fact that the period between subscribing to Eida and actually activating the contract, can take several days.
Although your gas meter measures gas consumption in m³ your invoice will be in kWh.
Your gas usage is converted into kWh using a coefficient
Your invoice however shows your consumption in m³ for a given period, followed by the equivalent in kWh and the coefficient used for conversion.
Your gas usage is converted into kWh using a coefficient
Your invoice however shows your consumption in m³ for a given period, followed by the equivalent in kWh and the coefficient used for conversion.
Contact us and we will give you a new SEPA direct debit mandate to complete.
My contract
Off-peak tariffs (available during the night) are for clients who have a bi-rate meter and as a result have two tariffs. If you have a single meter tariff and would like to change, we ask you to please contact your distribution system operator (G.R.D.).
Off-peak hours are from 22h00 à 6h00.
Bi-rate tariffs (night/day tariff) allow consumers to benefit from a reduced rate for 8 hours out of a 24 hour period (from 22h00 to 6h00).
Please consider when you usually consume most electricity to establish if a reduced night tariff would be to your advantage.
Please be advised that changing tariffs will incur a cost by the distribution system operator (G.R.D.) which should be factored into your decision.
Please contact your distribution system operator (G.R.D.) for more information.
Please consider when you usually consume most electricity to establish if a reduced night tariff would be to your advantage.
Please be advised that changing tariffs will incur a cost by the distribution system operator (G.R.D.) which should be factored into your decision.
Please contact your distribution system operator (G.R.D.) for more information.
Please provide us with your email address when you sign-up with Eida. We will then email your invoices
If you did not provide us with your email upon sign-up, you can also contact us by phone or e-mail.
Payment methods
You can choose from one of the following payment methods:
- Direct debit (standing order): for extra peace of mind, your bills are paid automatically via your bank account.
- Bank transfer
- « Beki »: a local currency from Redange-sur-Attert - In cash
- Direct debit (standing order): for extra peace of mind, your bills are paid automatically via your bank account.
- Bank transfer
- « Beki »: a local currency from Redange-sur-Attert - In cash
Standing orders allow your bank to pay us when your invoice arrives. You will not need to think about it anymore as payment will happen automatically within a timely fashion.
Payments happen every month.
Choose your preferred payment method when joining Eida or change it if you are already an Eida customer.
In case you have insufficient funds and payment is refused by your bank, Eida will contact your bank to try receiving payment for a second time. If payment is refused again, another method of payment must be used.
Payments happen every month.
Choose your preferred payment method when joining Eida or change it if you are already an Eida customer.
In case you have insufficient funds and payment is refused by your bank, Eida will contact your bank to try receiving payment for a second time. If payment is refused again, another method of payment must be used.
We understand that sometimes life puts people in difficult situations.
This is why we consider every clients situation individually.
Please contact us by phone or e-mail. Most importantly, please contact us ahead of time, do not wait for your payment to be late..
This is why we consider every clients situation individually.
Please contact us by phone or e-mail. Most importantly, please contact us ahead of time, do not wait for your payment to be late..
SEPA stands for 'Single Euro Payments Area’, a banking norm aiming to harmonise and secure monetary transfers and debits in Europe.
The new SDD (SEPA DIRECT DEBIT, part of SEPA) was introduced on 1st February 2014 as a new payment method in Europe, replacing all domestic debiting systems.
SEPA banking coordinates are now communicated using BIC and IBAN references.
IBAN - International Bank Account Number - is your account number. BIC stands for 'Business Identifier Code’ and represents your banks identification code.
You can find BIC and IBAN references on your bank statements.
If you are already paying by standing order you do not need to provide extra SEPA information.
A unique reference number (RUM - Référence Unique de Mandat) will show on your invoice.
The new SDD (SEPA DIRECT DEBIT, part of SEPA) was introduced on 1st February 2014 as a new payment method in Europe, replacing all domestic debiting systems.
SEPA banking coordinates are now communicated using BIC and IBAN references.
IBAN - International Bank Account Number - is your account number. BIC stands for 'Business Identifier Code’ and represents your banks identification code.
You can find BIC and IBAN references on your bank statements.
If you are already paying by standing order you do not need to provide extra SEPA information.
A unique reference number (RUM - Référence Unique de Mandat) will show on your invoice.
We suggest you pay your invoice as quickly as possible in order to avoid payment recovery fees or suspension.
Please pay your outstanding balance using a payment method available to you.
Please pay your outstanding balance using a payment method available to you.
Here are Eida’s bank details:
BGL : IBAN : LU96 0030 1834 0007 0000, BIC : BGLLLULL
CCRA : IBAN : LU68 0090 0000 0934 8608 BIC : CCRALULL
POST : IBAL : LU85 1111 2572 8743 0000, BIC : CCPLLULL
BGL : IBAN : LU96 0030 1834 0007 0000, BIC : BGLLLULL
CCRA : IBAN : LU68 0090 0000 0934 8608 BIC : CCRALULL
POST : IBAL : LU85 1111 2572 8743 0000, BIC : CCPLLULL
Following my subscription
Consumers have the legal right to retract from a contract within the first 14 days without giving a reason nor incurring penalties.
In order to activate your right to retract, please send back the retract letter which was joined to your contract and holds all the necessary information.
In order to activate your right to retract, please send back the retract letter which was joined to your contract and holds all the necessary information.
After subscribing you will receive a confirmation communicating your start date.
Contact us as soon as possible.
We will verify if changing is still possible and take the necessary steps to do so.
We will verify if changing is still possible and take the necessary steps to do so.
Cancellation
We need to contact your distribution system operator (G.R.D.) in order to terminate your contract.
We then await the relevant information from the G.R.D confirming your request which will then allow us to establish the final invoice.
We then await the relevant information from the G.R.D confirming your request which will then allow us to establish the final invoice.
If you move out, the gas supply usually gets cut off for safety reasons while the electricity supply continues until the arrival of the next occupants.
If you change electricity or gas supplier, there is no risk of getting cut off. This is an administrative change involving no physical intervention.
If you change electricity or gas supplier, there is no risk of getting cut off. This is an administrative change involving no physical intervention.
You can cancel your contract anytime with no cancellation fees.
Contact your new supplier, they should take care of the rest.
Contact your new supplier, they should take care of the rest.
Cancelling your contract because you are moving home does not become effective immediately. During this period it is possible you receive another Eida invoice.
As soon as your cancellation is final, Eida will send you one final invoice.
If you are cancelling another energy provider, they will have to take the above steps.
As soon as your cancellation is final, Eida will send you one final invoice.
If you are cancelling another energy provider, they will have to take the above steps.
I'm moving home / my situation changed
Please get in touch with Eida to let us know your new address.
Contact us by phone or email providing us your new address and meter number.
Contact us by phone or email providing us your new address and meter number.
Are you moving into a new place and would like Eida to be your natural gas and electricity supplier at your new address? If yes, please fill out our online sign-up form available top or contact us by phone or email.
We will take care of the reste.
We will take care of the reste.
As soon as you have been connected to the distribution grid and your meter is in place, you should contact us.
We are obliged to terminate the contract at your old address and start a new contract at your new address.
Contact us by phone or e-mail and we will get you up and running.
No, moving home is free.
You do not pay any administrative costs relating to your move and your energy supply.
Only the distribution system operator (G.R.D.) if appropriate, might incur fees which will be invoiced directly by them.
You do not pay any administrative costs relating to your move and your energy supply.
Only the distribution system operator (G.R.D.) if appropriate, might incur fees which will be invoiced directly by them.
Letting Eida know when you are moving out means your name will stay on the contract at your old address. You will continue to pay for the electricity and/or gas used, without actually living there.
Letting Eida know when you are moving in is essential to guaranteeing a continuous energy supply. Although electricity or gas might be working when moving in, without a contract in place you won’t be sure when it gets cut off.
Letting Eida know when you are moving in is essential to guaranteeing a continuous energy supply. Although electricity or gas might be working when moving in, without a contract in place you won’t be sure when it gets cut off.
Yes, you can let Eida know you are moving home via button "Join Eida" on the top and choose "MOVING TO NEW ADDRESS".
If your name has changed (marriage/divorce) but you are staying the account holder at the same address, please contact us by phone or email.
We would kindly ask you to contact us by phone or email if you are contacting us on behalf of someone who has passed away.
We would kindly ask you to contact us by phone or email if you are contacting us on behalf of someone who has passed away.
If you would like to change your legal status from a private person to a professional/business or vice versa, we would kindly ask you to contact us to let us know about your date of transfer and all other relevant information in relation to this legal change.
Subscribed to our budget 100% online offer? Please contact us by email.
Subscribed to our budget 100% online offer? Please contact us by email.
Help
Have you noticed an irregularity with your meter?
Does your meter smell burnt, vibrate or is very noisy or even blocked? Please immediately call your distribution system operators (G.R.D.).
Do you think someone else might have connected to your meter and is using your energy? You can contact the police to press charges and contact your distribution system operators (G.R.D.).
Contact information for electric distribution system operators G.R.D.
Creos Luxembourg S.A., L-2084 Luxembourg
Tél: 2624-1, Fax: 2624-5100
email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville de Diekirch, B.P. 145, L - 9202 Diekirch
Tél: 808780-1 Fax: 808780-249
Electris par Hoffmann Frères S.à.r.l. et Cie s.e.c.s. B.P. 22, L - 7501 Mersch
Tél: 327391, Fax: 320072-35, email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville d'Ettelbruck, B.P. 11, L - 9002 Ettelbruck
Tél: 819181-1, Fax: 819181-350
Sudstroum S.à.r.l. & Co s.e.c.s., 12, rue Xavier Brasseur, L - 4040 Esch/Alzette
Tél: 26783787-686, Fax: 26783787-87
Contact information for natural gas distribution system operators G.R.D.:
Creos Luxembourg S.A., L-2084 Luxembourg
Tél: 2624-1, Fax: 2624-5100, email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville de Dudelange, place de l'Hôtel de Ville, L-3590 Dudelange
Tél: 515125
Sudgaz S.A., 137, rue de Luxembourg, L-4221 Esch/Alzette
Tél: 556655-1, Fax: 572044, email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Does your meter smell burnt, vibrate or is very noisy or even blocked? Please immediately call your distribution system operators (G.R.D.).
Do you think someone else might have connected to your meter and is using your energy? You can contact the police to press charges and contact your distribution system operators (G.R.D.).
Contact information for electric distribution system operators G.R.D.
Creos Luxembourg S.A., L-2084 Luxembourg
Tél: 2624-1, Fax: 2624-5100
email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville de Diekirch, B.P. 145, L - 9202 Diekirch
Tél: 808780-1 Fax: 808780-249
Electris par Hoffmann Frères S.à.r.l. et Cie s.e.c.s. B.P. 22, L - 7501 Mersch
Tél: 327391, Fax: 320072-35, email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville d'Ettelbruck, B.P. 11, L - 9002 Ettelbruck
Tél: 819181-1, Fax: 819181-350
Sudstroum S.à.r.l. & Co s.e.c.s., 12, rue Xavier Brasseur, L - 4040 Esch/Alzette
Tél: 26783787-686, Fax: 26783787-87
Contact information for natural gas distribution system operators G.R.D.:
Creos Luxembourg S.A., L-2084 Luxembourg
Tél: 2624-1, Fax: 2624-5100, email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville de Dudelange, place de l'Hôtel de Ville, L-3590 Dudelange
Tél: 515125
Sudgaz S.A., 137, rue de Luxembourg, L-4221 Esch/Alzette
Tél: 556655-1, Fax: 572044, email: This email address is being protected from spambots. You need JavaScript enabled to view it.
There are multiple reasons for circuit breakers to trigger.
The most common malfunction is due to failure inside the system. To protect the system, the circuit breaker triggers, deactivating the entire system. Please call an electrician if this happens.
Verify at what point the power cut appears by switching on electrical appliances, one after the other, paying attention when the circuit breaker kicks in.
If this fails, it might be due to the fact that you have not enough electric power to support your electrical appliances and might need to consider upgrading. Change the electrical power you subscribed to by contacting your distribution system operator (G.R.D.).
The most common malfunction is due to failure inside the system. To protect the system, the circuit breaker triggers, deactivating the entire system. Please call an electrician if this happens.
Verify at what point the power cut appears by switching on electrical appliances, one after the other, paying attention when the circuit breaker kicks in.
If this fails, it might be due to the fact that you have not enough electric power to support your electrical appliances and might need to consider upgrading. Change the electrical power you subscribed to by contacting your distribution system operator (G.R.D.).
Eida gives great importance to the quality of its service to the customer and therefore invites any customer who disagrees, to bring the complaint to its attention, in writing, immediately and at the latest within fifteen (15) days from the knowledge of the dispute.
The complaint is registered and Eida will confirm its receipt to the Customer, mentioning the date of registration, the name of the claimant(s) and a summary description of the complaint.
Eida will then have a maximum period of one (1) month to take a position and, if necessary, suggest a conciliation and inform the Customer of its position or its possible suggestion to settle the conflict. The complaints procedure can in no way prevent from appealing to the courts.
In case of dissatisfaction with the complaint, the dispute can be handled through mediation at the Institut Luxembourgeois de Régulation and to impartially find an out-of-court solution to the dispute in the interest of both parties.
Legal recourse is always open, the mediation authority is no longer competent from the moment a legal recourse is initiated.
If the complaint concerns the distribution, the customer can formulate his complaint directly to the Distribution System Operator (DSO).
The complaint is registered and Eida will confirm its receipt to the Customer, mentioning the date of registration, the name of the claimant(s) and a summary description of the complaint.
Eida will then have a maximum period of one (1) month to take a position and, if necessary, suggest a conciliation and inform the Customer of its position or its possible suggestion to settle the conflict. The complaints procedure can in no way prevent from appealing to the courts.
In case of dissatisfaction with the complaint, the dispute can be handled through mediation at the Institut Luxembourgeois de Régulation and to impartially find an out-of-court solution to the dispute in the interest of both parties.
Legal recourse is always open, the mediation authority is no longer competent from the moment a legal recourse is initiated.
If the complaint concerns the distribution, the customer can formulate his complaint directly to the Distribution System Operator (DSO).
Gas leaks are an emergency. Please contact your distribution system operator (G.R.D.) immediately who will be happy to investigate gas leak matters free of charge as soon as possible.
You need to:
- air the place especially in the vicinity of the actual leak,
- avoid all flames or sparks,
- not use any electrical appliances.
If the gas smell comes from outside (stairway, basement, road), please call the fire brigade immediately. Call 112!
You need to:
- air the place especially in the vicinity of the actual leak,
- avoid all flames or sparks,
- not use any electrical appliances.
If the gas smell comes from outside (stairway, basement, road), please call the fire brigade immediately. Call 112!
Joining Eida
Contact us by phone or email.
Offers and tariffs
You can find all our energy prices on our website and you can compare them with your current offer.
Alternatively, you can use our web based app to calculate your estimated monthly and yearly payments for both electricity and gas.
Most importantly though, you can compare prices using calculix, a tool by the Institut Luxembourgeois de Regulation (I.L.R.), the energy market regulator in Luxembourg, which is a neutral and independent comparator.
Alternatively, you can use our web based app to calculate your estimated monthly and yearly payments for both electricity and gas.
Most importantly though, you can compare prices using calculix, a tool by the Institut Luxembourgeois de Regulation (I.L.R.), the energy market regulator in Luxembourg, which is a neutral and independent comparator.
Unfortunately our online simulation tool does not calculate bi-rate meter (day/night tariff) estimations.
We suggest you check prices via calculix, a tool by the Institut Luxembourgeois de Regulation (I.L.R.), the energy market regulator in Luxembourg, which is a neutral and independent comparator.
You can also consult our tariffs outlined on our site.
We suggest you check prices via calculix, a tool by the Institut Luxembourgeois de Regulation (I.L.R.), the energy market regulator in Luxembourg, which is a neutral and independent comparator.
You can also consult our tariffs outlined on our site.
Energy basics
Energy prices (electricity and natural gas) are composed of multiple elements:
- energy costs which are freely determined by every supplier (costs for actual used energy plus fees for services defined by the supplier).
- Transmission and distribution costs which are handed down to the distribution system operators. (costs among distribution system operators vary, however they are the same for every supplier).
- Taxes (electricity tax plus the compensation fund and value added tax).
- For our natural gas, which is label CO² neutral, a proportion of the price relative to the consumption is used to offset UNO certified neutralisation programmes.
- energy costs which are freely determined by every supplier (costs for actual used energy plus fees for services defined by the supplier).
- Transmission and distribution costs which are handed down to the distribution system operators. (costs among distribution system operators vary, however they are the same for every supplier).
- Taxes (electricity tax plus the compensation fund and value added tax).
- For our natural gas, which is label CO² neutral, a proportion of the price relative to the consumption is used to offset UNO certified neutralisation programmes.
Please find some links here to understand the subject of energy supply further :
www.ilr.lu (Luxembourg’s energy market regulator - Institut luxembourgeois de régulation)
www.stroumagas.lu (suitable for private consumers)
www.calculix.lu (price comparison site by the energy market regulator - l’Institut Luxembourgeois de Régulation).
www.ilr.lu (Luxembourg’s energy market regulator - Institut luxembourgeois de régulation)
www.stroumagas.lu (suitable for private consumers)
www.calculix.lu (price comparison site by the energy market regulator - l’Institut Luxembourgeois de Régulation).
Green electricity is electricity produced from renewable energy sources such electricity produced by the sun, wind, water etc.
Natural gas is CO2 compensed because part of the price is used to compensate CO2 emissions by investing in certified "Gold Standard" and "UNFCCC" (United Nations) projects aiming to reduce CO2 emissions.
Natural gas is CO2 compensed because part of the price is used to compensate CO2 emissions by investing in certified "Gold Standard" and "UNFCCC" (United Nations) projects aiming to reduce CO2 emissions.
In Luxembourg, the distribution system operators (G.R.D.) are the owners of all electric and gas meters.
The market players are:
- The energy producers.
- The Transmission System Operators (G.R.T.). They manage electrical cables and gas lines, making sure energy is delivered to the distribution system operators.
- The distribution system operators (G.R.D.)- They manage and maintain electrical cables and gas lines, making sure energy is delivered to customers.
- Energy suppliers. They buy energy off producers and sell it to customers.
- Customers, who are free to choose their gas and electricity supplier.
- The regulator. The guardian of the free market, it monitors and controls the implementation of legislation and ensure that competition is fair.
- The energy producers.
- The Transmission System Operators (G.R.T.). They manage electrical cables and gas lines, making sure energy is delivered to the distribution system operators.
- The distribution system operators (G.R.D.)- They manage and maintain electrical cables and gas lines, making sure energy is delivered to customers.
- Energy suppliers. They buy energy off producers and sell it to customers.
- Customers, who are free to choose their gas and electricity supplier.
- The regulator. The guardian of the free market, it monitors and controls the implementation of legislation and ensure that competition is fair.
The distribution system operator (G.R.D.) brings gas and electricity from the grid to your home or business.
They also offer some technical services directly to customers (such as installing new connections, replacing a meter, dealing with power cuts, etc.).
They also offer some technical services directly to customers (such as installing new connections, replacing a meter, dealing with power cuts, etc.).
P.O.D. stands for 'Point Of Delivery’ and is the unique reference number relating to your electricity and gas meter. Numbers start with LU00000 for electricity meters and with LU70000 for gas meters. You can find your P.O.D reference on your annual gas and electricity bill.
Joining Eida
Sign up with Eida by filling out one of our forms letting us know your P.O.D. number (starting with LU00000 for electricity or with LU70000 for gas) These meter numbers are visible on your final annual bill and/or on your actual meter. Please let us know your desired start date.
After setting up your contract, Eida will contact the distribution system operator in order to cancel your old contract with your current supplier.
You will be sent a confirmation detailing your new start date with Eida.
Your distribution system operator (G.R.D.) let’s Eida know how much energy consumption has previously been related to your meter. This will help Eida determine your monthly payments..
After that, your distribution system operator will let Eida know your actual energy consumption. Your final annual bill will only included actual gas and electricity used.
After setting up your contract, Eida will contact the distribution system operator in order to cancel your old contract with your current supplier.
You will be sent a confirmation detailing your new start date with Eida.
Your distribution system operator (G.R.D.) let’s Eida know how much energy consumption has previously been related to your meter. This will help Eida determine your monthly payments..
After that, your distribution system operator will let Eida know your actual energy consumption. Your final annual bill will only included actual gas and electricity used.
Normally, you have no obligations with regards to your current electricity and gas supplier.
Check with your current provider
Check with your current provider
You need to fill out a form, which you can do online or request by phone or email. That’s it. Eida will take care of the rest.
Signing up only takes a few minutes.
If you are changing supplier, you need your last bill which contains all the necessary information to complete the sign-up form. You will also need your IBAN number and your P.O.D. meter number (starting with LU00000 for electricity or with LU70000 for gas) These meter numbers are visible on your final annual bill and/or on your actual meter.
If you have a newly installed connection you will need all the necessary information relating to this new meter. You will also need your IBAN number and your P.O.D. meter number (starting with LU00000 for electricity or with LU70000 for gas).
If you cannot find your P.O.D. number, contact your electricicity distribution system operator (G.R.D.).
Here are the contact details for the various electricity distribution system operators (G.R.D.):
Creos Luxembourg S.A., L-2084 Luxembourg
Tél: 2624-1, Fax: 2624-5100, e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville de Diekirch, B.P. 145, L - 9202 Diekirch
Tél: 808780-1 Fax: 808780-249
Electris par Hoffmann Frères S.à.r.l. et Cie s.e.c.s. B.P. 22, L - 7501 Mersch
Tél: 327391, Fax: 320072-35, e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville d'Ettelbruck, B.P. 11, L - 9002 Ettelbruck
Tél: 819181-1, Fax: 819181-350
Sudstroum S.à.r.l. & Co s.e.c.s., 12, rue Xavier Brasseur, L - 4040 Esch/Alzette
Tél: 26783787-686, Fax: 26783787-87
Here are the contact details for the various gas distribution system operators (G.R.D.):
Creos Luxembourg S.A., L-2084 Luxembourg
Tél: 2624-1, Fax: 2624-5100, e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville de Dudelange, place de l'Hôtel de Ville, L-3590 Dudelange
Tél: 515125
Sudgaz S.A., 137, rue de Luxembourg, L-4221 Esch/Alzette
Tél: 556655-1, Fax: 572044, e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Signing up only takes a few minutes.
If you are changing supplier, you need your last bill which contains all the necessary information to complete the sign-up form. You will also need your IBAN number and your P.O.D. meter number (starting with LU00000 for electricity or with LU70000 for gas) These meter numbers are visible on your final annual bill and/or on your actual meter.
If you have a newly installed connection you will need all the necessary information relating to this new meter. You will also need your IBAN number and your P.O.D. meter number (starting with LU00000 for electricity or with LU70000 for gas).
If you cannot find your P.O.D. number, contact your electricicity distribution system operator (G.R.D.).
Here are the contact details for the various electricity distribution system operators (G.R.D.):
Creos Luxembourg S.A., L-2084 Luxembourg
Tél: 2624-1, Fax: 2624-5100, e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville de Diekirch, B.P. 145, L - 9202 Diekirch
Electris par Hoffmann Frères S.à.r.l. et Cie s.e.c.s. B.P. 22, L - 7501 Mersch
Tél: 327391, Fax: 320072-35, e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville d'Ettelbruck, B.P. 11, L - 9002 Ettelbruck
Tél: 819181-1, Fax: 819181-350
Sudstroum S.à.r.l. & Co s.e.c.s., 12, rue Xavier Brasseur, L - 4040 Esch/Alzette
Tél: 26783787-686, Fax: 26783787-87
Here are the contact details for the various gas distribution system operators (G.R.D.):
Creos Luxembourg S.A., L-2084 Luxembourg
Tél: 2624-1, Fax: 2624-5100, e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville de Dudelange, place de l'Hôtel de Ville, L-3590 Dudelange
Tél: 515125
Sudgaz S.A., 137, rue de Luxembourg, L-4221 Esch/Alzette
Tél: 556655-1, Fax: 572044, e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
My subscription
Changing supplier means you would like to change your gas and/or electricity provider. Doing this means there will be no gas or power cut and requires no intervention by a technician. It is free of charge and is a simple administrative procedure.
Moving to a new place means moving to a new address (even if you have an existing electricity or gas contract at your old address and even if electricity and gas are already working at your new address).
Moving to a new place means moving to a new address (even if you have an existing electricity or gas contract at your old address and even if electricity and gas are already working at your new address).
Would you like to put the meter at your new address without getting your supply of electricity and gas cut?
If you are not an Eida customer yet but would like to switch to Eida once you move in, you can subscribe online or by phone.
If you are already an Eida customer and you are moving to a new place, you can fill out our online form or give us a call.
If you are not an Eida customer yet but would like to switch to Eida once you move in, you can subscribe online or by phone.
If you are already an Eida customer and you are moving to a new place, you can fill out our online form or give us a call.
Your gas and electricity meter can be found at the entrance of your apartment, in the garage, in the communal utility or technical room or in your electrical cupboard often located in your corridor. You might also find outside near your property.
If you cannot find it and would like to locate your meter, you can also contact Contact information for electric distribution system operator (G.R.D.) who will be able to tell you.
Contact information for electric distribution system operator G.R.D.:
Creos Luxembourg S.A., L-2084 Luxembourg
Tél: 2624-1, Fax: 2624-5100, e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville de Diekirch, B.P. 145, L - 9202 Diekirch
Tél: 808780-1 Fax: 808780-249
Electris par Hoffmann Frères S.à.r.l. et Cie s.e.c.s. B.P. 22, L - 7501 Mersch
Tél: 327391, Fax: 320072-35, e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville d'Ettelbruck, B.P. 11, L - 9002 Ettelbruck
Tél: 819181-1, Fax: 819181-350
Sudstroum S.à.r.l. & Co s.e.c.s., 12, rue Xavier Brasseur, L - 4040 Esch/Alzette
Tél: 26783787-686, Fax: 26783787-87
Contact information for gas distribution system operator G.R.D.:
Creos Luxembourg S.A., L-2084 Luxembourg
Tél: 2624-1, Fax: 2624-5100, e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville de Dudelange, place de l'Hôtel de Ville, L-3590 Dudelange
Tél: 515125
Sudgaz S.A., 137, rue de Luxembourg, L-4221 Esch/Alzette
Tél: 556655-1, Fax: 572044, e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
If you cannot find it and would like to locate your meter, you can also contact Contact information for electric distribution system operator (G.R.D.) who will be able to tell you.
Contact information for electric distribution system operator G.R.D.:
Creos Luxembourg S.A., L-2084 Luxembourg
Tél: 2624-1, Fax: 2624-5100, e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville de Diekirch, B.P. 145, L - 9202 Diekirch
Tél: 808780-1 Fax: 808780-249
Electris par Hoffmann Frères S.à.r.l. et Cie s.e.c.s. B.P. 22, L - 7501 Mersch
Tél: 327391, Fax: 320072-35, e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville d'Ettelbruck, B.P. 11, L - 9002 Ettelbruck
Tél: 819181-1, Fax: 819181-350
Sudstroum S.à.r.l. & Co s.e.c.s., 12, rue Xavier Brasseur, L - 4040 Esch/Alzette
Tél: 26783787-686, Fax: 26783787-87
Contact information for gas distribution system operator G.R.D.:
Creos Luxembourg S.A., L-2084 Luxembourg
Tél: 2624-1, Fax: 2624-5100, e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Ville de Dudelange, place de l'Hôtel de Ville, L-3590 Dudelange
Tél: 515125
Sudgaz S.A., 137, rue de Luxembourg, L-4221 Esch/Alzette
Tél: 556655-1, Fax: 572044, e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
The distribution system is managed by the distribution system operators (G.R.D.) supplying all energy suppliers.
In case of a network failure, the distribution system operators will have to resolve the issue.
Choosing Eida means you get the same quality electricity or gas as with other providers. We do not delay fixing any problems not is there a risk of getting cut off.
In case of a network failure, the distribution system operators will have to resolve the issue.
Choosing Eida means you get the same quality electricity or gas as with other providers. We do not delay fixing any problems not is there a risk of getting cut off.
Changing electricity or gas supplier is a simple procedure, free of charge without the risk of being cut off. .
You can change supplier online via our site. contact us. Subscribe in just a few minutes.
Leave us your email address so we can easily email you your contract otherwise we will send it by post.
Your 14-day cancellation period starts the day you sign your contract. For further information, please consult our cancellation terms and conditions.
After the cancellation period is over, Eida starts to activate the change of energy supply. A request to change supplier will be made to the system distribution operator (G.R.D.).
Following this you will receive a welcome letter or email, indicating your new supply start date and when your first invoice is due.
You can change supplier online via our site. contact us. Subscribe in just a few minutes.
Leave us your email address so we can easily email you your contract otherwise we will send it by post.
Your 14-day cancellation period starts the day you sign your contract. For further information, please consult our cancellation terms and conditions.
After the cancellation period is over, Eida starts to activate the change of energy supply. A request to change supplier will be made to the system distribution operator (G.R.D.).
Following this you will receive a welcome letter or email, indicating your new supply start date and when your first invoice is due.
There is no risk of a power cut if you change energy supplier in Luxembourg.
Until the change is effective, the energy you consume will be invoiced by your current energy provider.
The distribution system operator (G.R.D.) supplies energy regardless of the manufacturer and guarantees continuity of supply.
Until the change is effective, the energy you consume will be invoiced by your current energy provider.
The distribution system operator (G.R.D.) supplies energy regardless of the manufacturer and guarantees continuity of supply.
No, you will keep the same installation including the same meter.
Clients have the choice between having :
-either 2 suppliers (one for electricity and one for gas),
-or having one supplier for both gas and electricity.
-either 2 suppliers (one for electricity and one for gas),
-or having one supplier for both gas and electricity.
Given that the tranport and distribution system operators, G.R.T. & G.R.D. are physically connecting gas and electricity suppliers with their users, the quality of electricity and gas supplied by Eida is the same quality as that of other suppliers.
Monthly payments are based on historic usage communicated to us by the distribution system operators (G.R.D.).
If this information is not available, your monthly payments will be based on information in relation to your home installation (chose tariff, heating system, etc.).
If this information is not available, your monthly payments will be based on information in relation to your home installation (chose tariff, heating system, etc.).
Upon subscription, you need to communicate your P.O.D. number (Point of Delivery) which will allow us to contact your distribution system operator (G.R.D.) who will provide us with a break-down based on previous annual consumption (in kWh). This in turn allows Eida to estimate a monthly deposit payment close to your real consumption.
You can change supplier online. In order to do so you need your IBAN number if you choose to pay by direct debit, a recent electricity or gas invoice and your meter reading.
If your are moving home, contact us by phone or e-mail. Please have your IBAN number ready if you would like to pay by direct debit. Please also have your elctricity and gas meter reading ready.
If your are moving home, contact us by phone or e-mail. Please have your IBAN number ready if you would like to pay by direct debit. Please also have your elctricity and gas meter reading ready.
Once you have subscribed to Eida we need a little bit of time to register the change of energy supplier with your distribution system operator (G.R.D.) in order to activate your contract.
During this period you will still be supplied by your old supplier.
During this period you will still be supplied by your old supplier.
Yes, Eida energy is available throughout Luxembourg.
With us, our residential and professional clients who receive a yearly breakdown can leave Eida at any given moment. No minimum commitment, no fees (for signing up or leaving).
Nothing except the price of your energy (100% renewable electricity and 100% CO2 neutral natural gas).
