My phone or internet provider will not solve my complaint: where can I go for free in Belgium?
The Ombudsdienst voor telecommunicatie handles complaints about any telecom operator for free. Complain to your operator first; with no solution, file in writing via the online form, e-mail, letter or fax, within one year of your complaint to the operator.
If your provider does not solve your complaint, an independent body can look at it, usually free of charge for you. You normally have to complain to the provider first; how to file in Belgium is below.
📜 The rules in Belgium
The details
- You hear the outcome within 90 calendar days of your complete complaint; in complex cases this can be extended once by 90 days. The procedure runs in Dutch, French, German or English. (ombudsmantelecom.be)
- Not binding by itself: without a settlement the Ombudsdienst issues a recommendation. The operator must justify within 20 working days why it does not follow it; if it misses the deadlines, it must carry out the recommendation for you. (ombudsmantelecom.be)
- Once your complete complaint is received, the operator suspends debt collection for up to four months, and limitation periods are suspended. You can still go to court afterwards. (ombudsmantelecom.be)
- Your operator's customer service must handle your call within 2.5 minutes; otherwise it must call you back before the end of the next working day. (bipt.be)
Ombudsdienst voor telecommunicatie
Online complaint form for mediation; also by e-mail, letter (Koning Albert II-laan 8 bus 3, 1000 Brussel) or fax. Phone line for advice from 9:00 to 17:00.
Belgisch Instituut voor postdiensten en telecommunicatie (BIPT)
Telecom regulator: explains your rights and runs the official tariff comparator Bestetarief.be. Sends disputes with your operator to the Ombudsdienst.
Free dispute resolution
Ombudsdienst voor telecommunicatie · free
What to do first: Complain to your operator first. Only if you get no solution or no satisfying answer can you file a written complaint with the Ombudsdienst.
Time limit: Within one year of your complaint to the operator; the Ombudsdienst refuses complaints made to the operator more than a year earlier.
🪜 Step by step
- Complain to the provider firstWrite down what went wrong, what you want and by when. Keep the complaint reference.
- Wait for the answerGive the provider the time the rules allow. Keep all emails, letters and chat logs.
- File with the dispute bodyUse its online form or address, and attach your complaint and the provider’s answer.
- Decide on the outcomeCheck whether the result is binding. If it is not, you can usually still go to court.
📇 Who to contact
❓ Questions
Does it cost anything?
For consumers it is usually free. The details for Belgium are on this page.
Do I need a lawyer?
No. You can file yourself; the procedure is designed for consumers.
Does the provider have to take part?
That depends on the rules in Belgium. Check the dispute body’s own page, linked here.
📎 Sources
- ombudsmantelecom.be →
- bipt.be →
- ombudsmantelecom.be →
- bipt.be →
- ombudsmantelecom.be →
- bipt.be →
- test-aankoop.be →
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