Things haven't gone as you expected on one of our vehicles, in our stations or with our services?  Please let us know and we will do our best to put it right. Always report the incident or complaint to STIB-MIVB.  If we can't resolve the issue together, you can contact the ombudsman’s service under the following conditions:

• Report your concern or complaint as soon as possible. Your complaint relates to facts that occurred less than three months before it was submitted to STIB-MIVB.
• You have lodged the same complaint to STIB-MIVB at least thirty calendar days before submitting it to the ombudsman’s service. You can address the complaint by post to rue du Gentilhomme/Jonkersstraat 3 - 1000 Brussels, by phone or by email.
• You are a STIB-MIVB user and have a personal interest in this matter.

The ombudsman's service reviews the complaint free of charge within thirty days of its receipt. The information is treated confidentially. The ombudsman is member of the Belgian CPMO/POOL - Concertation Permanente des Médiateurs et Ombudsmans/Permanent Overleg Ombudslui: www.ombudsman.be.

The ombudsman reports

Each year the service draws up a report. This document, sent to the Brussels Minister of Mobility, includes suggestions for improving public transport based, among other things, on users' comments. Thanks to your feedback, we make Brussels more pleasant with more mobility options and a better service quality.

Would you also like to view the annual reports of 2012 and before? Send an email to mediateur@stib.brussels.

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