For your complaint to be admissible, the following conditions have to be met:
- 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 address the complaint to the ombudsman’s service, rue du Gentilhomme/Jonkersstraat 3 - 1000 Brussels or by email to email@example.com;
- you are a STIB-MIVB user and has a personal interest in this matter.
The service reviews the complaint within thirty days of its receipt. The information is treated confidentially. Using the ombudsman’s service is free of charge. The ombudsman is member of the Belgian CPMO - Coordination Permanente des Médiateurs et Ombudsmans (Permanent Coordination of Ombudsmen) www.ombudsman.be.
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.