See you at our customers

Every Flemish person is a customer of Fluvius. We bring electricity, gas and sewerage to people and companies. Thanks to our smooth service, this is done safely, reliably and affordably. This core task is accompanied by a great deal of responsibility and positive impact.

Through digital meters and smart applications, our customers gain more insight into their consumption. That helpsn to deal more consciously with energy and water. It also makes the switch to sustainable solutions such as solar panels, heat pumps and electric cars easier.

We communicate clearly and accessibly. Customers can contact us for clear information, support and guidance with connections, relocation, new installations or questions about their consumption.we quickly catch up and keep customers well informed.

As a public partner, we also take on our social role. In specific situations, we act as a social, exceptional or emergency supplier. This ensures that our services are guaranteed, even for vulnerable customers.

In 2025, we adjusted our service promise for customers to “Customers are not EAN numbers, but people. Therefore ...

• we listen to the customer: we are accessible and quickly accessible.
• we look through the eyes of the customer: we are empathetic and thus offer help where necessary.
• we always think solution-oriented: we take faraccountability and acting proactively.
• we speak in human language: we are clear about what the customer can expect.

These principles form the basis of our customer-oriented culture. They help us to make every interaction with the customer positive and valuable.

De Stroomlijn, a subsidiary of Fluvius, is the central customer contact centre for Fluvius, Farys and De Watergroep. The organization communicates professionally and accessibly to customers, through various channels. The Streamline is also the first point of contact for IT support for Fluvius employees. They help with questions about software, hardware and network. This is how De Strooml wearscontribute to an efficient service for customers and employees.

At Fluvius, the customer is at the heart of everything we do. We believe it is important that everyone has access to energy and utilities, even when it is difficult to pay the bill. That is why we focus on a clear, accessible and people-oriented service. We take different needs into account and pay extra attention to customers in a vulnerable situation.

Within the legal framework, we look for affordable solutions, without sacrificing quality or reliability. We want to continue to guarantee a stable and inclusive service for all our customers, today and in the future.

Energy is a basic need, but we realize that not everyone has the same opportunities to manage and pay for their energy consumption. That is why we explicitly include energy poverty in our social responsibility.

We focus as much as possible on an accessible and people-oriented service, with special attention for customers in a vulnerable situation. We want thresholdsdecrease and avoid exclusion. To this end, we work together with governments and social partners. We also make our communication and processes as clear as possible. Ultimately, the goal is an energy system that is reliable and socially just, for everyone.

Fluvius communicates clearly, timely and transparently about working on the grid. We inform residents, companies and local authorities as much as possible about the nature, timing and impact of our yards. We do this through understandable information and accessible channels.

By communicating proactively, we want to limit nuisance, clarify expectations and take into account the living environment ofour customers. In this way, we contribute to trust and smooth cooperation on the ground.

Fluvius is committed to clear, timely and accessible communication through various channels. For example, we reach customers through digital applications, written communication and personal contact.

We strive to inform customers correctly and clearly about our services, processes and work on the network. We speak in human language and have an eye for their situation. Door proactively communicate and take responsibility for questions or problems, we build trust and make our services transparent and predictable for everyone.

Everyone should be able to use our digital channels smoothly and independently, regardless of age, skills or any limitations. That is why we are structurally working on digital accessibility. We make our websites and applications user-friendly and understandable, according to the applicable accessibility guidelines. We continuously monitor and improve our digital platforms so that customers canhave dignified access to information and services. In this way, we lower digital barriers and make our services more inclusive for everyone.