Number of Mediation Requests in Luxembourg Remain Constant at 131 in 2021

The mediation service of the Luxembourg Institute of Regulation (Institut Luxembourgeois de Régulation - ILR) recently published its annual activity report for 2021.

This report, summarising the activities of the mediation service, revealed that the ILR received 131 mediation requests in 2021 (compared to 134 requests in 2020). This included 107 requests in the field of ​​electronic communications services (109 in 2020); twelve in the energy sector (electricity and / or natural gas; eight in 2020) and twelve in the field of postal services (seventeen in 2020).

The majority of mediation requests received in 2021 resulted in an agreement between the parties, 50% of which during the mediation procedure. In 2021, 86% of mediation requests were submitted online.

As a qualified entity, the ILR also dealt with mediation requests submitted by the national service of the mediator of consumption (Service national du Médiateur de la consommation). These represented 8% of requests received in 2021.

In addition, 2% of requests were submitted by consumers not residing in Luxembourg but having a dispute with a Luxembourg company active in one of the three areas of competence of the ILR.

Another highlight for 2021 was the tenth anniversary of the mediation service. Set up in 2011, the mediation service received its 1,000th request for mediation in its tenth anniversary year.

The ILR generally advises consumers to contact the company in writing upon discovery of a problem. The company can then rectify the situation as soon as possible and the consumer has written proof of his / her dispute. Note that a written complaint is a prerequisite for any mediation.

Regarding electronic communications, as every year, the ILR has offered consumers some recommendations to follow. The most striking statistical data in this annual report was the number of mediations concerning surcharged "premium" services, which represented 21% of cases relating to electronic communications services. In the event of involuntary subscription to such services or if the consumer wishes to unsubscribe from said premium services, he / she can do so by sending "STOP" via SMS to the number in question. However, this will only block this specific number. To block several premium numbers, consumers can contact their operator directly or consult the website www.stopsms.lu, recently set up by Mpulse SA and supported by Luxembourg operators in the sector.

The ILR has also recommended that electricity and natural gas consumers sign a supply contract as soon as possible. In the event of moving in and in the absence of the signing of a contract, the supply of electricity or natural gas is provided by the supplier by default, at much higher rates. This default supply only lasts six months and the consumer must sign a supply contract with a supplier of his / her choice before the end of this period to avoid any power cuts.

In relation to postal services, the ILR has reminded consumers to take out an insurance contract for packages of significant value in order to be reimbursed for the value of the package in the event of loss. It also recalled that international regulations provide in this case the sending of a written complaint to the original postal service provider, even if the package was lost at destination to obtain compensation.