In Belgium, there are a number of different

Via our website
• By e-mail/chat: ask our specialists your questions online at
www.electrabel.be/contact
• Customer Area: 24/7 via www.electrabel.be/espaceclient
• Electrabel Mobile: the mobile application that gives you easy
access to the Energy Line through your smartphone.
Install it via www.electrabel.be/mobile
By telephone, via the Energy Line
Weekdays from 8.00 AM to 8.00 PM and Saturday from 9.00 AM to 1.00 PM.
Just call 078 35 33 33*.
R.E. Jan Van den bossche, Electrabel n.v., Boulevard Simón Bolívar 34, 1000 Brussels, Belgium
How to contact Electrabel?
In your neighbourhood
• Rue de l’Ange 70, 5000 Namur
• Chaussée d’Ixelles 11, 1050 Brussels
• De Keyserlei 28, 2018 Antwerp
Authorised Electrabel partners and bpost: www.electrabel.be/partners
Problems with your electricity, heating or sanitation
installations?
Call us on 078 35 33 34*.
You can find all these methods of contact,
as well as the details of your distribution system operator,
at www.electrabel.be/contact.
* Zone-based rate. May not be included in “all-in” telephone subscriptions.
Electrabel Shops: for energy information and answers to your energy questions, our
energy specialists are available from Monday to Friday, 9.00 AM to 6.00 PM, and on
Saturdays from 10.00 AM to 6.00 PM.
In Belgium, there are a number
of different players
on the energy market.
A word of explanation
Deregulation : a user manual
In Belgium, the energy market has been deregulated. This means you are
free to choose your energy supplier. This short guide from Electrabel helps
you to understand who is responsible for what.
Who does what? The deregulation has led to several different
energy suppliers appearing on the market.
Electrabel wants to help make things easier
for you by becoming a reliable point of
contact you can always turn to.
Producers of electricity and importers of natural gas are at the head of the
1
Electricity
energy supply chain. The Electrabel production centre combines
combustible fossil fuels, nuclear energy and renewable energy
sources.
Transmission system operators
2
Natural gas
deliver energy to the distribution network. Elia
manages the transport network for electricity.
Fluxys does the same for natural gas.
The rules of the game The price of electricity and natural gas
is based on three distinct elements:
1. The price of energy is the price you pay for the energy you consume. This includes all the
services you benefit from. It is also the only element that varies from one supplier to the next.
2. The costs of transport and distribution cover the costs of transporting electricity or
natural gas to your home. These costs are the same for all energy suppliers. Federal regulators
determine and impose these costs on all energy suppliers. They are charged by your energy
supplier and then returned in full to your distribution system operator. The name of your (interdistrict) distribution system operator appears on your invoice. This is only the case with electricity.
For natural gas, the costs of the transport are included in the prices.
3. Taxes and contributions are set by public authorities and are therefore identical for
all energy suppliers. These costs are invoiced by your supplier and then returned in full to the
public authorities.
How much of your energy bill does each element represent?
20%
For the price of energy
40%
3
40%
20%
20%
For the costs of transport and
distribution
For taxes and contributions set by
public authorities, and for VAT
60%
Distribution system operators
4
connect your home or business to the electricity and natural
gas networks and are responsible for the different networks of
cables and pipes. They are also responsible for the meters that
track your energy use.
• Percentages vary from one distribution system operator to the next.
Suppliers sell electricity and/or natural gas they buy or produce
themselves. They are the first point of contact for customers.
They take care of invoicing and ensure customers receive their
services.
5
• Percentages are based on a standard family of four people with an EnergyPlus contract, a normal tariff and an annual consumption
of 3,500 kWh for electricity and 23,350 kWh for natural gas. This is an average for the Flemish, Walloon and Brussels regions. The
distribution system operator is IMEWO for Flanders, IEH for Wallonia and Sibelga for Brussels. (Free kWh are included.)
Customers are free to choose their energy suppliers.
Why choose Electrabel?
Life demands a lot of energy from you. We would like to make your life easier. We have
committed ourselves to constantly improving the services we offer our clients.
Electrabel offers its clients variable rates and a host of services relating to their needs. Learn more
about what we offer at www.electrabel.be/offer