In response to a parliamentary enquiry, Minister Turmes outlined the steps energy suppliers follow when customers fail to pay their bills, highlighting measures to assist struggling households and clarifying the acceptability of cash payments.
Minister for Energy Claude Turmes explained that suppliers always send a reminder to households or businesses that fail to make a payment. After 14 days without a response, a second reminder containing a warning that electricity will be cut in a months' time is then sent to them.
Households are also being informed about which social office to consult and where to find further assistance if they are struggling to make a payment.
According to the Minister's response, there are certain suppliers who send people a third and fourth reminder, and even establish direct contact with struggling customers. Some no longer accept cash payments in theory due to internal regulations and the risk of fraud. However, if a customer insists on paying in cash, they should be allowed to do so at a supplier's branch to avoid being disconnected form the grid.
In case a household or business really ends up being cut off from the grid, then they do face extra costs associated with the process of disconnection and re-connection. These prices have however been approved by the Luxembourg Regulatory Institute (ILR) and reflect the actual costs of the procedure, noted Turmes. Remote connections cost €81 while those that have to be completed on location cost €269.
The Left's MP Myriam Cecchetti had filed the parliamentary enquiry.
