Do you have a question? We have the answer to almost everything.
Déménagement, énergies renouvelables, factures, procédures, mobilité, primes : vos questions sont nombreuses. Afin de vous éviter un temps de recherche trop long, vous trouverez ici toutes les réponses à vos questions.
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 (06:00 to 22:00) slightly higher than the single tariff,
- and a lower price at night (22:00 to 06:00) 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.
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 to 22:00) and the night period (22:00 to 06:00). 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.
Yes, the enodrive solution offers the possibility of recharging your electric car anonymously at the Chargy and Chargy OK terminals. To do so, you just need to scan the QR code displayed on the terminals. You will then be redirected to the service providers offering an anonymous “adhoc” solution. By opting for enodrive, you will be able to access our platform and pay for your top-up by integrating your credit card details without creating an account. Your credit card will be debited at the end of the charge and the statement will be sent to you by email.
Payment due dates are shown on all our bills.
“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.
Yes, all d'Enovos customers can benefit from the Connect discount.
It is a system, connected and therefore communicating, which allows you to measure precisely both your energy consumption and production (if you have a photovoltaic installation for example). Thanks to this connection, your smart meter will give your grid operator the ability to monitor the level of consumption and therefore better control the flow of electricity, thus guaranteeing an operational network at all times.
Yes, by creating your enodrive account, you will be able to opt for payment by SEPA mandate (monthly debit of your charges from your bank account) or by credit card (monthly debit from your bank card). You can also pay by credit card if you opt for a loading solution without an enodrive account.
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
You can use your enodrive zen card and application in all Western European countries and a large part of Eastern Europe.
First, 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 several 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.
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 08:00 – 18:00 to clarify your situation.
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
enodrive zen does not work with all the charging stations but with nearly 180,000 charging stations across Europe belonging to partner operators.
The price of charging abroad will be added to your charging data in Luxembourg and deducted directly from your account on a monthly basis via your SEPA direct debit.
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.
Yes, Enovos has developed a network with the best partners throughout Europe to allow you to travel around with your electric vehicle in complete peace of mind.
Please note: not all charging stations can be activated directly via the app. In order to guarantee you maximum use of the e-Roaming network, we recommend to be equipped with the enodrive zen RFID card.
The “remote charging” function does not apply to all charging station operators. Some offer this option, others don’t…
You will find this information within the description of the charging station.
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.
In order to find the charging station with the right power for your vehicle, simply use the application’s filter function. You can filter by connector type as well as by power. You will thus be able to view only the terminals that interest you.
The “remote booking” function does not apply to all charging station operators. Some offer this option, others don’t…
You will find this information within the description of the charging station.
If there is a problem with the charging station, call the operator directly on the number indicated on the station. Unfortunately, Enovos is not able to intervene in the event of a technical problem. Nevertheless, in order to guarantee the best possible service for all our users, we are grateful for any feedback that would allow us to update our application.
The enodrive zen card costs 12 euros. Added to that is the price of the charge used in Luxembourg and abroad which will be billed monthly. Please note: the price of charging may vary depending on the different charging station operators. The price of charging is displayed in the enodrive application.
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.
Just search the application. The charging stations are displayed with the exact location, charging tariff, power and connectors available. To get there, just click on ?route? and choose the application on your phone (Google Maps, Waze, etc.) that will take you there.
The price of charging may vary according to the different charging station operators. The tariffs for each are indicated in the application as well as the power and connectors available.
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.
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
| Customers | Retention period | Type of data |
|---|---|---|
| Commercial agreements and related documents with customers, suppliers, sub-contractors… | 10 years
From the end of the contract/end of performance |
Name data
Contact data Financial data |
| Commercial correspondence (mail received and copies of mail sent) with customers, suppliers, sub-contractors… | 10 years
From the end of the contract/end of performance |
Name data
Contact data Financial data |
| Prospect information, customer data base information | 3 years
From the collection of the data or from the last contact with the prospect |
Name data
Contact data Behavioural data |
| Suppliers data base | 10 years
From the end of the contractual relationship |
Name data
Contact data Financial data |
| Official documents related to the company business activity (i.e. title of intellectual property rights, licences, permits and authorisations) | 10 years
From the extinction of rights or the loss of legal personality |
Name data
Financial data |
Belgium
| Customers | Retention period | Type of data |
|---|---|---|
| Invoices in relation to the sale of goods or services to consumers, including energy invoices | 3 years
From the date of sale of goods or completion of service or the document, whichever occurs later |
Name data
Financial data |
| Invoices in relation to the sale of energy to businesses | 7 years
From the date of goods or the document, whichever occurs later |
Name data
Financial data |
| Invoices in relation to the sale of goods or services to businesses (not energy related) | 10 years
From the date of sale of goods or completion of service or the document, whichever occurs later. |
Name data
Financial data |
| Commercial correspondence (mail received and copies of mail sent) with clients, suppliers, sub-contractors…. | 10 years
From the date of correspondence |
Name data
Contract data Financial data |
| Commercial contracts (in general) and other documents (relating to any occurrence /incident /event giving rise to a potential action in personam) (unless stated otherwise in this document) | 10 years
From the day after the occurrence/ incident/ event or end of the contract |
Name data
Contact data Financial data |
France
| Customers | Retention period | Type of data |
|---|---|---|
| Commercial agreements and related documents with customers, suppliers, sub-contractors… | 5 years
From the end of the contract/provision of service |
Name data
Financial data |
| Commercial correspondence (mail received and copies of mail sent) with customers, suppliers, sub-contractors… | 5 years
From the end of the contract/provision of service |
Name data
Financial data |
| Prospect information, customer data base information | 3 years
From the collection of the data or from the last contact with the prospect |
Name data
Contact data Behavioural data |
| Company business related official documents (i.e. intellectual property material, licences, permits and authorisations) | 5 years
From the loss of legal personality |
Name data
Financial data |
No, all you need is to have an enodrive card and a my.enodrive account. You will only pay the price of the card (12 euros) once and your monthly consumption under the tariffs in force depending on the different operators.
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.
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.
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.
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 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.
Unfortunately, the enodrive application does not have this function. Nevertheless, thanks to the interactive map, you can easily view the charging stations available on your route or be directed to the station of your choice.