FAQ

I’m having a problem with the online form to send my meter readings. What do I do?

Try to use the other means of passing on your meter readings.
You can contact us via our contact form.

Where can I find my meter number?

A description of the various types of meters and where exactly you will find the meter number can be found in the section  'More about reading your meter'.

How do I read my meter?

A description of the various types of meters and directions on how to read them can be found in the section 'More about reading your meter'.

Where do I find my reference number and what is it used for?

You will find the reference number on the letter that you have received from Metrix after a meter reader was unable to gain access to your meters.

The reference number is above the strip you have to complete in your letter.
You need the reference number to report your meter readings online.

The reference number on my letter is expired. What will happen?

You have received a letter from us indicating that you can pass on your meter readings up until 15 days following the posting date.

For instance, if you received a letter dated 5th January, then you can pass on your meter reading until 20th January.

After this date, your meter readings will be estimated on the basis of your consumption in previous years, taking into account the climate data that applies for your consumption period.

This estimate is calculated a few days after the expiry of the period of validity of your reference number.
The estimate is then sent to your energy supplier, so that they can prepare your annual bill.

If you do no agree with the estimate, you can ask your energy supplier to correct it, if appropriate.

What is the schedule for day/night meters?

Depending of the town you live in, the night schedule can start from 22.00 to 07.00 or from 23.00 to 08.00 .

All details can be found in our tarification schedule for day/night meters (dutch or french).

Who is my energy supplier?

You may receive a monthly energy bill. This comes from your energy supplier.

There is a list of all recognised energy suppliers in the Brussels-Capital Region on the website of the Brussels Energy Regulation Commission, BRUGEL.

May I refuse to grant a Metrix meter reader access?

o. According to the technical regulations of Sibelga, the residents of the Brussels-Capital Region are obliged to grant Metrix meter readers access to the meters that are the property of Sibelga.

Of course, you can always check that the person asking to see your meter actually is a real Metrix meter reader. You will recognise them by a number of elements.

Can my meter be read if I am out?

Yes. If our meter readers have access to the meters, they can note the meter reading.
This is usually the case in apartment buildings.

I was out and the meter reader couldn’t get to the meter. What happens now?

If you were out and the meter reader was unable to gain access to the meter, we will send you a letter asking you to pass on the meter readings within 15 days of receipt of the letter.

Do I have to pay for a specific meter reading?

Depending on the nature of the request, this may involve a cost.
If an interim meter reading is taken when changing supplier or at our initiative the service is free of charge.
If you make a request to have your meter read, this service will be charged.

I have a question about my energy bill. Can Metrix help me with this?

No. Metrix is only responsible for reading the meter.
If you have any questions about your energy bill, contact your energy supplier.

I’m moving house. Do I have to send my meter readings?

Yes. You have to send your meter readings to your energy supplier.
Find out more in the section 'More about communicating meter readings'.

What's an EAN code?

The EAN code consists of 18 figures (EAN = European Article Numbering) that contain full details of a given supply point. So you can have an EAN code for your electricity meter and an EAN code for your gas meter.

The EAN code never refers to a client or a consumer. The code always remains linked to the supply point located at a given address.
It is best to have this code to hand when you contact Metrix, Sibelga or your energy supplier.

All EAN codes for the Brussels-Capital Region start with 5414489 xxxxxxxxxxx

Where can I find my EAN code?

You will usually find the EAN code on your energy bill.
If you move house, ask the previous occupant of your new home for your EAN code.

If you cannot find the code, you can contact customer services at Sibelga on 02-549.41.00.
They will be able to help you on the basis of your meter number and/or your address.

Who should I contact if my meter is faulty or the power supply is disrupted?

Disruptions to the power supply, general power cuts or faulty meters are the responsibility of the distribution network operator, Sibelga.

General questions: 02-549.41.00
Disruptions to the power supply: 02-274.40.66
Smell of gas: 02-274.40.44