Credit: The ILR
On Tuesday 21 April 2026, the Luxembourg Institute of Regulation (Institut Luxembourgeois de Régulation - ILR) mediation service published its annual activity report for 2025.
This report, summarising the activities of the mediation service, showed that the ILR received 122 mediation requests in 2025, five more than in the previous year, including 84 related to electronic communications services, 25 in the energy sector and thirteen in postal services, with mediation procedures resolving 76% of disputes, while 14% ended in failure and 10% of requests were refused.
The ILR stated that the most frequent disputes in electronic communications services concerned service terminations, with or without number portability, as well as challenges to billed charges, for example payment reminder fees, early termination fees, installation fees or charges for technical interventions but also fees charged for out-of-plan usage, roaming or premium SMS.
Disputes in electricity and natural gas mainly concerned advance payments and annual billing statements, as well as recalculations and adjustments or the new reference capacity tariff, noted the institute. In postal services, difficulties during delivery or the loss of postal items remained the most frequent disputes.
In Luxembourg, the reference capacity determines the fixed electricity network charge since 1 January 2025. The network operator assigns each customer the optimal reference capacity based on their consumption over the previous twelve months and then continuously reassesses it through a monthly recalculation based on consumption data over the previous twelve months.
The institute said that, for one year, it has provided consumers free of charge with the tool “Smartcompare”, which allows comparison of all electronic communications service offers to better guide subscription choices and added that a new, more compact version optimised for mobile devices such as smartphones and tablets will be available from Friday 24 April 2026.
The institute also recalled that it provides the tool “Calculix”, which allows consumers to compare all subscription offers on the Luxembourg market for electricity and natural gas.
All services offered by the ILR are listed on the website www.myilr.lu under the section “Our tools”.
In addition, the ILR recommends using its measurement tool “Checkmynet” in case of interruptions or low speeds of fixed and mobile internet connections. In cases of billing for premium services, consumers can visit www.stopsms.lu to stop these services and request reimbursement as quickly as possible.
Further information on electronic communications services is available at www.myconnectivity.lu.
