> Making a complaint

Making a complaint

Are you dissatisfied with the services provided by Make a complaint to our service.

At, we do all we can to offer you the best service. However, it is possible you may be dissatisfied with a response or decision from one of our services.

In the unfortunate event that your contact with this service does not produce satisfactory results, you can submit a complaint to our complaints department.

1. What is the complaints department?

The complaints department handles complaints about services.

In his/her role, the complaints manager will remain neutral and strictly impartial, and is bound by professional secrecy.

2. Who can make a complaint?

Any legal or natural person is entitled to make a complaint about the way an administrative service, or any person working under its authority, has treated them, with regard to a specific matter.

3. What must the complaint include?

In order to be valid, complaints must include the following information:

  • Details of the complainant (name, address)
  • Service or person the complaint is about
  • Date and signature of the complainant. Digital signatures are accepted
  • Explanation of why you are making a complaint
  • Description of the behaviour leading to the complaint
  • Date of the incident. You have 6 months from the date of the incident to make a complaint

4. What are the criteria for submitting a complaint?

The complaint must also fulfil the following criteria:

  • It may not concern an incident about which a complaint has already been submitted to the complaints department.
  • You must already have taken initial steps with the service you wish to complain about.
  • You must have clear and sufficient involvement: you must be directly affected or complaining on behalf of someone else, as their representative.
  • Your complaint must concern matters that form part of the mission and remit of

5. How will your complaint be handled and how long will it take?

You must first submit a written complaint to the complaints department, clearly explaining your problem and your desired outcomes/requests. We recommend attaching relevant documentation or evidence to the form, so the case can be investigated.

The complaints department will verify the validity of the complaint.

Within 10 days, you will receive confirmation of receipt of the complaint and be informed of its validity.

The complaints department has 60 days to issue a substantiated response.

6. What is the difference between a complaint and an appeal?

A complaint is addressed to the same service that made the contested decision (which is therefore both judge and party), asking it to reconsider its decision in light of new information. It is handled by the internal complaints department of the agency.

The complaint does not replace an appeal. It is not a substitute for an appeal process within a legal framework. It does not suspend the deadline for appeal before the courts.

An appeal is a means of contesting a decision and is considered by the established competent authorities, independent of the administrative body that made the decision.

7. How can I make a complaint?

To make a complaint, complete this form:

The complaint will only be considered if you have made prior contact with the service in question and no solution could be found.


The complaint will only be considered if you have made prior contact with the service in question and no solution could be found.

Or download the document below and send it:

Service des Plaintes

110 Chaussée de Charleroi

1060 Saint-Gilles

  • 1060 Saint-Gilles