If there is a power cut it is important to establish the cause of the problem properly first.

• If the intervention team arrives to find that the malfunction is due to the distribution network, then Sibelga carries out the repair work immediately free of charge.
• However, if the power cut turns out to have been caused by your own installation, then you will bear the cost of the unnecessary call-out..

Can you smell gas? If so, don’t take any risks, and call Sibelga on 0800 19 400. Sibelga will send a team immediately to safeguard the surrounding area. This intervention is always free of charge

Cause determines who pays

Has the power gone off?

The first thing to do is to work out where the power cut is: just in your home, or in other buildings, as well. If you are sure that the malfunction is due to the distribution network, you can contact Sibelga. Your system operator sends an intervention team straight away to resolve the problem free of charge.

However, if it turns out that the cause of the problem lies with your own installation, then you will be disappointed on two fronts:

1. The technicians are not allowed to carry out any work on your installation and you stay in the cold or the dark. So you have to contact an electrician.
2. Sibelga charges you for the full cost of the unnecessary call-out.

What about the smell of gas?

If a call comes in about the smell of gas (on 0800 19 400), Sibelga sends an intervention team to the site immediately. There are several possible scenarios:

• The smell is not due to natural gas, and you don’t have to pay anything.
• The smell of gas is coming from a leak in the installation(s) of the distribution network: Sibelga carries out the repair work straight away, free of charge.
• The smell indicates that there a gas leak in your own installation: your meter is closed as a safety precaution. You have to contact a specialist to have the repair done, and pay him yourself. After this, you can contact Sibelga to come and reopen your meter.