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Do you have a complaint or a comment to make about our services?

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Every message is read, investigated and processed. Even if you don’t want an answer, we’ll take your complaint seriously and deal with it.

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How we’ll respond to your message

If you want us to respond to your message, you can expect to hear from us by post, email or telephone.

We’ll process it as soon as possible and keep you informed about our investigation. In exceptional cases, further analysis may be necessary, meaning that it takes some time to deal with your complaint or comment.

We will of course try to do so quickly. Last year, our customer service responded to more than 84 percent of complaints or comments within 9 days.

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Flemish Governance Decree

In our handling of complaints, we are bound by the guidelines set out by the Flemish government in the Governance Decree of 7 December 2018. This states, among other things, that anonymous complaints are not permitted. Your complaint will only be followed up if you reveal your identity.

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Not satisfied with our response?

Are you unhappy with the way your complaint has been handled by our customer service? Then you can turn to the Flemish Ombudsman Service.

However, bear in mind that the Ombudsman Service will only get involved if you have contacted us first. Even if you have questions about our service provision, you will be referred back to our customer service.
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