My phone or internet provider will not solve my complaint: where can I go for free in Luxembourg?
If a dispute with your phone or internet provider stays unresolved, you can turn to the ILR's mediation service, after a written complaint that got no reply or an unsatisfactory one. File online or by post; the procedure runs in French, German or Luxembourgish.
If your provider does not solve your complaint, an independent body can look at it, usually free of charge for you. You normally have to complain to the provider first; how to file in Luxembourg is below.
📜 The rules in Luxembourg
The details
- The mediator sends the result within 90 calendar days of a complete request. Filing is free; you pay only for an expert you hire yourself, and the cost of an expert called in by the mediator is shared. (data.legilux.public.lu)
- Taking part is voluntary for the provider. The mediator's proposal is not binding: both sides have 15 days to accept it in full, otherwise the mediation ends. (data.legilux.public.lu)
- Limitation periods are suspended during the mediation, and you can still go to court afterwards. The same dispute cannot be brought to the mediator again. (data.legilux.public.lu)
- The mediator cannot force the provider to take part. If it refuses, the ILR points you to the ULC or the European Consumer Centre Luxembourg for legal advice, or to a lawyer of your choice. (ilr.lu)
ILR – Service médiation
Out-of-court mediation for consumers living in Luxembourg or elsewhere in the EU, in disputes with telecom providers established in Luxembourg, after a written complaint to the provider.
Union Luxembourgeoise des Consommateurs (ULC)
Consumer association the ILR points to for legal advice, for example when a provider refuses mediation.
Centre Européen des Consommateurs Luxembourg
European Consumer Centre the ILR points to for legal advice, for example when a provider refuses mediation.
Free dispute resolution
ILR – Service médiation · free
What to do first: First complain to your provider in writing. You can turn to the mediator if you get no reply or an unsatisfactory one; your request must include proof of that complaint.
Time limit: The ILR's rules set no deadline for filing after your complaint. The mediator must send you the outcome within 90 calendar days of receiving a complete request; very complex cases can take longer.
🪜 Step by step
- Complain to the provider firstWrite down what went wrong, what you want and by when. Keep the complaint reference.
- Wait for the answerGive the provider the time the rules allow. Keep all emails, letters and chat logs.
- File with the dispute bodyUse its online form or address, and attach your complaint and the provider’s answer.
- Decide on the outcomeCheck whether the result is binding. If it is not, you can usually still go to court.
📇 Who to contact
❓ Questions
Does it cost anything?
For consumers it is usually free. The details for Luxembourg are on this page.
Do I need a lawyer?
No. You can file yourself; the procedure is designed for consumers.
Does the provider have to take part?
That depends on the rules in Luxembourg. Check the dispute body’s own page, linked here.
📎 Sources
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