On Tuesday, the Luxembourg Regulatory Institute (ILR) presented the annual activity report for its mediation service.
The ILR regulates several economic sectors, including electronic communications, electricity, natural gas, postal services, transport, radio frequencies, and cybersecurity. Its mediation service offers amicable dispute resolution between consumers and professionals in the telecommunications, energy, and postal services sectors.
Demand for interventions has recorded a slight decline over the years. However, mediations related to complaints in these sectors have become more complex. Luc Tapella, the director of the ILR, explained this development by noting that citizens are now better informed – thanks in part to the ILR’s own services – and that simple cases no longer reach the institute at all.
In 2025, the ILR was contacted 122 times for mediation. By comparison, there were 148 cases in 2022. With 84 mediation requests last year, the telecommunications sector was the most affected. Customers frequently reported issues when transferring their phone number from one provider to another. Among the 25 disputes recorded in the energy sector, billing issues were the most common.
Overall, 76% of all disputes were resolved through a procedure conducted by the ILR. In 39% of cases, an agreement was reached. In 23% of cases, the defending party – most often the provider – refused mediation.
Additionally, the ILR announced on Tuesday the launch of a new application. The smartcompare.lu service, which allows users to compare telecommunications offers, will be available from Friday as a mobile version for smartphones and tablets.
