Conditions of use

Article 1. Scope of application

These conditions of use govern the relationship between Sibelga and the user (hereinafter the User) for the digital applications provided, including both the mobile application (iOS/Android) and the web portal (hereinafter together: the Application) to allow remote reading and monitoring of consumption. The User is the adult natural person who accesses the Application for their own needs or on behalf of a principal, or as a representative of a legal entity. Sibelga is the distribution network operator for Brussels with its head office based at Quai des Usines, 16, B-1000 Brussels, CBE 0222-869-673.

The conditions of use may be changed, especially due to legislative developments. These changes will enter into force once the User has been notified of them.

Article 2. User obligations

The User agrees to use the Application in accordance with its purpose and functionalities. The Application's functionalities are detailed on the following page: https://app.sibelga.be/.

The User is responsible for their username and password and the security of their device and/or the access to the web portal via their browser and network. If the User is aware of the use of their username and/or password by a third party, or the loss or theft of their device, they agree to notify us so that the account can be blocked quickly.

In any case, the User will be liable for any damage arising from not complying with these conditions, or the abusive or fraudulent use of their account and/or the Application.

Article 3. Exemption from liability regarding the Application and its use

Sibelga retains all rights over the Application, its development and updates. The provision and use of the Application do not give rise to any rights for the User.

Under no circumstances can Sibelga be held liable for any unavailability of the Application, its malfunction orits interactions with other applications, with the device onto which it is installed, or with the browser and operating system used to access the web portal. Sibelga cannot be held liable for direct or indirect damage which may be the consequence of non-compliance by the User with these conditions and in particular the security and privacy rules for the management of their account.

Sibelga reserves the right to deactivate the User's account at any moment if it suspects the incorrect or fraudulent use of the Application.

Article 4. Exemption from liability regarding data quality

The data sent and available in the Application are for information purposes only and Sibelga makes no commitment as to the completeness and accuracy of the data. The data cannot be used for invoicing purposes. Only validated data sent to the supplier via the authorised channel can be used for invoicing.

The social tariff is also given for information purposes only. This information does not give rise to any rights for the User.

Article 5. Data access/consent

By using the Application, the User shows their willingness to have access to their data, including their consumption history (which is the readings obtained from annual or intermediate readings).

The User with a smart meter must give their consent for remote readings to be taken and the monitoring of their data every fifteen minutes. They may withdraw their consent at any time. In the event that consent is withdrawn, the meter readings will once again be carried out by meter readers or by the User sending the readings. If consent is made mandatory by law or is required to obtain certain services, it can only be withdrawn if the User also accepts the loss or end of the related services.

Activating remote reading results in the automatic monthly transmission of the User’s metering data, required for billing purposes, to their energy supplier.

The User can choose to disable the Application at any time, disabling the Application does not automatically lead to the withdrawal of consent.

Article 6. Personal data processing

Sibelga is responsible for processing your personal data available in the App with your consent or based on the legislation relating to the organisation of the gas or electricity market, available via the following links ordonnance-gaz-ordonnantie-gas (sibelga.be) / ordonnance-electricite-ordonnantie-elektriciteit (sibelga.be). It ensures that they are processed in compliance with the applicable regulations, and specifically the European General Data Protection Regulation (GDPR).

Sibelga processes your details such as your surname, first name, email address, telephone number, EAN number and consumer data to collect your consent to read your metre remotely or to enable you to monitor your consumption. Under no circumstances does it sell your data. Sibelga also processes your data to correspond with you about the operation of the Application or to assist in the development of its Application.

You are can stop using the Applicaton and/or stop the remote reading at any time (unless the law does not permit this or if services are linked to this remote reading) by amending your profile in the Application, by sending an email to clients-klanten@sibelga.be or by phoning +32 (0)2 549 41 00. You are also entitled to access and correct your identification data in the Application.

Your data are only processed by certain employees of Sibelga or its subcontractors, bound by the contracts required by the applicable regulations. They are stored in the European Economic Area. Your consumption data per fifteen minute period and per hour are stored for eight days and then aggregated, weekly data are stored for ten weeks and monthly data for twenty-four months. No data are stored for over five years.

Sibelga agrees to take all necessary security measures to protect your data.

For additional information on your rights in particular, please read our privacy policy.

Article 7. Regulations in the event of a dispute

Only Belgian law and the law of the Brussels-Capital Region are applicable to the relationship between Sibelga and the User. If there is a dispute, an amicable solution may be sought in accordance with the applicable legal principles, at the request of the User. The User can also submit a complaint to the Sibelga Complaints Department by email (plaintes@sibelga.be), by letter or via the portal on sibelga.be. If their complaint is rejected, the User can take their complaint to the Brugel Dispute Department (plainte.klacht@brugel.brussels). If there is no request for settlement under the aforementioned conditions, the courts of Brussels will have jurisdiction.