The employees of the BRDA do their best every day to offer you outstanding service. In spite of their application and diligence, it is possible that you are not completely satisfied or that you want to make a complaint.
Do you think that the service provided is not what was agreed? Do you feel you are being sent to one office after another without a solution? Did the information that was given to you turn out to be inaccurate or incomplete? Do you think that your claim was not handled appropriately?
What does the ombudsman do?
He intervenes when you have a complain to make concerning a department of the BRDA and you have not found a hearing with the department in question.
How does the ombudsman work?
- He works completely independently and is not obligated to justify himself to the departments,
- He works free of charge,
- He works on the basis of the regulations and legal texts,
- He listens to all the parties,
- He proposes solutions.
What claims does the ombudsman handle?
- The complaint be connected with a personal interest; the name and the address of the plaintiff must be known,
- The complaint has not been handled previously,
- The complaint is not the subject of a legal or judicial procedure,
- The complaint concerns a service supplied or the service itself.
What do you have to do?
Submit your problem to the department or to the person who handles your file (his/her name appears under "contact" in the heading of letters from the BRDA).
You do not receive any response or you feel the response falls short of your expectations. You feel that your comments are being disregarded or you have received inaccurate or incomplete information, etc.
Contact the BRDA ombudsman
rue Gabrielle Petit 6 in 1080 Brussels
Tel.: + 32 2 422 50 82
Fax: + 32 2 422 51 50