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Complaints
As a Federal Government Department we aim at improving the quality of the services we provide and the relations between civil servants and citizens. As a citizen (and as a civil servant) you are entitled to reliable, detailed and clear information as well as to a fair settlement of your file. However, things go wrong sometimes. In that case, you can complain to the Administration (or, at a later stage, to the federal ombudsman). Below you will find an outline of how complaints are dealt with in our departments.
Who can lodge a complaint with the Administration of the Treasury?
Any interested (natural or legal) person or unincorporated association having a complaint about the services provided by the Administration of the Treasury.
Complaints are dealt with irrespective of nationality, residence, registered office or status of the party concerned.
What kind of complaints can be lodged with our Administration?
If you do not agree with a decision which has been taken, if you think you are a victim of a misapplication of a procedure, if you have to wait far too long for a reply, if you have received wrong information, if you want to comment on the quality of the services provided, … you can lodge a complaint.
With whom must you lodge your complaint?
You must always turn first to the department that, in your opinion, caused the conflict that has arisen.
If you... you must... DO have the particulars permitting to contact the person who deals with your file in the department concerned turn to the contact person mentioned. The name and telephone number of the person who can give information about your file can be found in most of the documents that you receive from our departments.
do NOT have the particulars permitting to contact the person who deals with your file in the department concerned turn to the information official of the Treasury.
The information official will take the necessary steps to send your complaint to the concerned department.
How to lodge your complaint?
You can do one of the following things:
write You can, preferably, write to the contact person of the department concerned (you do not need to send in your letter by registered post but do enclose as much documentary evidence as possible).
To this end, you can download a model complaint form (in Word 6 format) and complete it with your personal particulars. This document is only intended to help you to prepare your complaint and its use is not obligatory.
phone You can also telephone at the contact person's telephone number (from 9 to 11.45am and from 2 to 4pm).
If the contact person is absent, you can telephone to the information official of the Treasury.
fax You can send a fax to the contact person's fax number.
You can send an e-mail. If there is no e-mail address mentioned in the department's documents, you can send an e-mail to the information official. He will forward your complaint to the department concerned.
visit You can pay a personal visit to the offices (after making an appointment with the contact person concerned, or with his or her head of department, by telephone).
Visits: in principle from 9 to 11.45am and from 1.30 to 4pm (upon request, it is possible to fix an appointment outside these visiting hours). When paying a personal visit you must bring as much documentary evidence as possible with you.
What if, in your opinion, your complaint has not been dealt with adequately?
1. Writing to the Administrator-General of the Treasury
If you think that you still have not got satisfaction from the department concerned, you can write to the Administrator-General of the Treasury, Kunstlaan 30, 1040 Brussels, Belgium.
2. Lodging a complaint with the ombudsman
If you are not satisfied with the answer of the Administrator-General, you can turn to the ombudsman.
The ombudsman mediates between the parties and tries to reconcile the different standpoints.
If your complaint... you should... is about the payment of a pension turn to the Office of the Pensions Ombudsmen.
is about a subject other than the payment of a pension turn to the Office of the Federal Ombudsmen of Belgium.
Copyright
© 2002 by the Belgian Ministry of Finance
Administration of the Treasury - Internet/intranet team
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