Focus on customers

In 2023, we took further steps toward even more customer-centric communication. As such, we worked on pro-activity, relevance, and accessibility.

Fluvius is a network business. We build public networks for electricity, natural gas, public lighting, sewerage, and heating. We then give customers access to these public networks. And finally, we provide services relating to these utilities day and night. Our focus in this regard is on reliability and affordability.

In 2023, the average Fluvius low-voltage customer was without an electricity supply for just 22 minutes and 25 seconds due to interruptions to the low-voltage and medium-voltage network. Thanks to that, Flanders has been at the top of the European table (for years).

Since 1 January 2023, network tariffs for electricity have been charged via the 'capacity tariff'. Part of the network fee is no longer calculated solely on the kilowatt hours taken off per year, but largely based on the load on the network. This is calculated via the average highest monthly quarterly power, i.e. the 'peaks' you consume. We call this the capacity tariff.

Fluvius is committed to supporting the energy and climate transition to the maximum extent possible. On 31 March 2023, the VREG approved our 2023-2032 Investment Plan. For the next edition of the Investment Plan, the VREG is asking for clarification of the specific impact of digitalisation on network management and the timing for the rollout of the 400V networks.

For the period 2024-2033, Fluvius envisages €4 billion of additional investment in electricity distribution networks, on top of the €7 billion already planned. These additional funds are necessary to make modifications, extensions and reinforcements to 30,000 kilometres of low-voltage network, 6,000 kilometres of medium-voltage network and 22,450 distribution cabins. The plan is necessary to prepare the distribution grid as well as possible for the energy transition and rising electrification.

We are investing in technically advanced methods of monitoring our networks in real time and controlling them as flexibly as possible. That way, we can allow much more green energy on our existing networks, keep our network reliability high, and avoid a number of substantial network investments. This digitalisation is crucial to the energy transition.

The locally installed capacity on our grids is steadily increasing. In 2023, 19 wind turbines were added on land and 1,047 MW of solar panels were installed on Flemish rooftops. This is a rise of 20%, and a record.

• Fluvius ready for the largest injection of green gas at BioBlue in Ypres.
• Fluvius boosts electricity supply for Heuvelland and Messines.
• Important step towards new heat network for 1,000 families in Wielsbeke. 
• Fluvius prepares electricity network in North Kempen for energy transition. 
• Fluvius connects the largest solar roof to the network at WDPort of Ghent in Evergem.
• Smart renovation creates 63 sustainable social housing units in Bilzen.
• Autumn storm Ciarán results in 2,400 urgent interventions at Fluvius.
• The installation of digital water meters is gradually getting up to cruising speed.
• 1 street light out of 4 is interactive.

We want to play a strategic role in Flemish water management. Joining forces with municipalities enables sewage to be processed even better.

We are increasing the current average budget of €80 million for sewerage from 2024 to €130 million, guaranteed up until 2033. This should give us the necessary financial heft to achieve our ambitious goals. We are linking these funds to a clear roadmap that lists the most important steps. In addition, Fluvius has set up a new department in the Network Operations Directorate to realise all necessary investments and operational tasks.

We suffer from alternating water shortages and flooding in Flanders. It is both too wet and too dry.Our natural environment is highly fragmented, which also puts pressure on ecosystems. The Flemish Government launched the Blue Deal in 2020 to structurally tackle these problems. This is the collective name for various projects and initiatives supported by Fluvius, and which focus among other things on depaving, rewetting, circular water use, cooling and greening, among others.

All processes in the market - such as new connections, supplier changes and meter regimes - are described in the MIG (Message Implementation Guide). These are the rules of the game, which all market players and their IT systems follow closely.

The go-live of MIG-6 and CMS have had quite a few after-effects. One of these is the issue of blocked EANs. At the end of 2023, we were still confronted with just under 4,000 EANs that were long-term blocked (compared to 6,000,000 EANs where it runs smoothly). Along with Atrias and the suppliers, we are working towards a solution.

MIG6, combined with new processes, is a major step toward the market functioning of the future of the energy market. But there are also new possibilities for our customers:

If customers cannot obtain an energy supply contract from their commercial supplier due to payment difficulties, they can come straight to us. As the social supplier, we offer a broad monitoring and support service and try to ensure that these customers become and remain debt-free. The idea is that they will ultimately be able to switch back to a commercial supplier. 
But we are going further, and taking action to reduce energy poverty. Thanks to our expertise, and with a large group of partners, we can make a contribution in this area.

In 2023, we carried out 26,554 energy scans, enabling vulnerable households to receive specific tips on how to reduce their energy bills. At the same time, we also made several small-scale energy-saving interventions: LED bulbs, water-saving shower heads, draught excluders, etc. If we compare this number to 2022, we see an increase. This is mainly due to the energy crisis.

In 2023, this customer group used 20,435 discount coupons worth €150, €200 or €250 to purchase an energy-efficient refrigerator, freezer, washing machine or dryer. Here, we can see a drop compared to 2022.

As a social supplier, in 2023 we helped around 132,000 customers who are struggling financially and can no longer turn to their commercial supplier. We supply them with energy until they have signed a new energy contract with another supplier. We also offer them insight into their consumption, and thus prevent their debts from rising further. 
With the introduction of Prepaid in early 2021, we only contacted customers to install a digital meter if they did not pay their energy bills with us either. Since 1 July 2022, we are authorised to activate Prepaid for electricity immediately as soon as the customer contacts us. With this new scheme, we are helping individuals who are already struggling financially avoid taking on more debt.As of the end of 2023, we registered nearly 100,000 active Prepaid meters.

Detecting fraud is one of our 'public service obligations', as stipulated by the government. We have been focused on fraud detection for years. It is important work from a social perspective: fraud is effectively stealing money from other customers. It is also crucial for the safety of the electricity network.

The most notable matters from our fraud report for 2022 (publication in 2023): 

• We recovered €9,121,102 in minimum support. We estimate that by handling these 157 files, we have avoided future payouts of €14,670,000. We also charged a total fraud cost of €105,620. 
• Based on analysis of the EPB database with our installation data, we identified a total of 277 cases in 2021 where solar panel installations had violated EPB regulations. We began handling 30 cases in 2021. A further eight cases were handled in 2022, after VEKA had offered the possibility for regularisation. 
• We identified and handled a total of 352 cases in 2022 in the context of PV installations declared late, or not declared at all, claiming €97,344 in overdue prosumer fees. In addition, a further administrative cost of €11,700 was billed.
• During 2022, we simplified the cooperation between the back office and the Energy Inspectorate in the context of checks on premiums. In 2022, 283 cases of meter fraud were concluded, for a total estimated amount of €7.25 million. €1.31 million was actually recovered.