Communication in Luxembourg

People in Luxembourg often switch between languages depending on the setting. French, German and Luxembourgish are used in administrative and judicial matters. A submission in one of these three languages receives an answer in the chosen language where possible. French versions of legislation are authoritative. English is common in everyday and service communication, but it does not have the same status as the three administrative languages. For fire, rescue or medical emergencies, call 112 free of charge at any time from a landline or mobile phone without a prefix. State the location, your name, what happened and the number and type of people affected, then remain on the line and follow the instructions. Call 113 for danger or a threat requiring the Police Grand-Ducale. The police emergency service is free and available 24/7. It is not an information line; use a commissariat, e-commissariat or the Service Ligne Bleue for non-urgent matters. The Police app also provides silent-call and SMS functions. The Institut Luxembourgeois de Régulation, known as ILR, regulates telecommunications and postal services. A telecommunications contract must state its services, duration and cancellation conditions, and the provider must give a free contract summary. The initial commitment may not exceed 24 months. After that period, the customer can cancel at any time with one month's notice. The provider must give information one month before the end of the commitment period and before cancellation becomes possible. Providers warn customers when included usage reaches 80% and 100%, and when charges exceed EUR 50 excluding VAT. A detailed bill is free, and customers may request the blocking of premium-rate calls, text messages and multimedia messages. Fixed-line and mobile numbers can be ported on request; the receiving provider starts the process, which can take no more than one working day when the conditions are met. Obligations under the old contract remain, and emergency numbers 112 and 113 cannot be ported. POST Luxembourg is the designated provider of the universal postal service from 1 January 2020 through 31 December 2029. It operates post offices, letter boxes, letter and parcel services, Track & Trace and registered mail with proof of posting and delivery. Since 1 January 2026, registered mail is for documents only and cannot contain goods. MyPost and the POST app provide digital postal functions, while electronic registered delivery requires the recipient's consent. PackUp Home, PackUp 24/24 and PackUp Point offer collection alternatives; PackUp 24/24 is available nationwide, allows collection around the clock and normally stores items for seven days. PackUp solutions are free, while postage depends on weight, dimensions and destination. POST assistance is available on 8002 8004 in Luxembourg and +352 2424 8004 from abroad. Guichet.lu is the public information portal. MyGuichet.lu provides authenticated online procedures through an eSpace, including status information, history and messages. Users can authenticate with LuxTrust, a Luxembourg electronic identity card or, where accepted, an eIDAS identity from another EU or EEA country. Some procedures do not require authentication. MyGuichet.lu can send email notifications and supports digital powers of attorney so a trusted person can help. GouvCheck can provide evidence that a digital document is authentic. A physical Guichet.lu reception in Luxembourg offers appointments with or without authentication, a video appointment, a helpdesk at +352 247 82 000 on working days from 8:00 to 18:00, and an on-site computer. Guichet.lu cannot access files held by individual administrations, so case-specific questions must go to the responsible authority. The law of 28 May 2019 requires public websites and applications to follow EN 301 549 and RAWeb accessibility requirements. Accessibility feedback can be sent to accessibilite@ctie.public.lu, with a response due within one month. Users can request information in an accessible written, spoken or telephone format. If the response remains inadequate, they can contact the Service information et presse or the Ombudsman. Guichet.lu also provides contrast options, adjustable line spacing and FALC or easy-language content. POST's website is only partially compliant; complaints can be sent to accessibilite@post.lu and receive the same one-month response target. No single nationwide relay channel for ordinary administrative communication is established in the available official sources, so authority-specific and provider-specific alternatives must be checked. For a dispute with a telecommunications or postal provider, first submit a written complaint to that provider. ILR mediation is free, independent and voluntary for consumers living in Luxembourg or another EU country who are dealing with a provider established in Luxembourg. It covers electronic communications and postal services. A response within about two weeks is recommended before applying. The mediation cannot proceed alongside, or after the conclusion of, court proceedings or another applicable ADR or ILR procedure. For a personal dispute with a state body, commune or public institution, first ask that body to explain, clarify or change its decision, then wait one month before contacting the Ombudsman. The Ombudsman service is free and accepts submissions in Luxembourgish, French, German or English, but it does not handle general administrative functions, industrial or commercial activities, or employment disputes. Emergency calls, ILR mediation, the Ombudsman, Guichet.lu appointments and PackUp are free; telecommunications and postal services remain tariff- or contract-dependent. Keep confirmations, messages, receipts and delivery evidence because they document what was requested and when.