Questions and complaints about our services

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  • Every day, the federal officials of the FPS Mobility and Transport are ready to help you. They make every effort to provide you with good services.

  • The information desk

    You have consulted the topics on our website and you would like clarifications? Do you have any questions about our services? To this end, you can contact the information desk via the online form or by phone (+32 (0)2 277 31 11).

    The following matters are not within the competence of the FPS Mobility and Transport:

    • Road taxes (the annual road tax, the vehicle registration tax, the supplementary road tax and the kilometre charge)
    • Vehicle inspection (except for questions about the relevant regulations)
    • Driving schools and driving tests (except for questions about the relevant regulations)
    • STIB/MIVB, TEC, De Lijn, SNCB/NMBS
    • Aircraft noise
    • Speed checks and parking fines
    • Condition of the roads

    For questions about these matters, please contact the competent bodies. Their contact details can be found at the bottom of the page.

  • The complaints desk

    Klachten over onze dienstverlening

    Are you dissatisfied with the quality of our services? Then you can take the following steps.

    1. Step 1: contact the relevant department

      Are you experiencing problems or would you like a mistake to be rectified regarding our services? If so, please first contact the department responsible for handling your case.

      Are you dissatisfied with the response or are you not receiving a response? Then you can file a complaint with our complaints coordinator. 

    2. Step 2: file a complaint with our complaints coordinator

      Your complaint must relate to the operation, product or service of the FPS Mobility and Transport. Below you can see which complaints will or will not be handled:

      Complaints that will be handled

      Complaints that will not be handled

      You are not receiving any information or response from the FPS regarding the handling of a case.

      Anonymous complaints

      You are dissatisfied with the accessibility of the FPS (e.g. by phone, at the reception desk, etc.).

      Complaints about the substance of administrative decisions

      The information you receive from the FPS is incomplete or unclear (e.g. brochures, circulars or the website).

      Complaints about matters that are not within the competence of the FPS Mobility and Transport

      You have to wait too long for a response from the FPS.

      Complaints about matters that took place more than one year before the complaint was filed

      You are dissatisfied with the behaviour of an employee of the FPS (e.g. on the phone, at the reception desk or during a visit).

      Complaints about the regulations or about the policy of the minister

      Complaints about matters for which legal proceedings are already pending

      PLEASE NOTE: A complaint is not an appeal.

      If you want to have an administrative decision overturned, you must lodge an appeal. The appeal procedure is always mentioned on the communication of the administrative decision.

      The following matters are not within the competence of the FPS Mobility and Transport:

      • Road taxes (the annual road tax, the vehicle registration tax, the supplementary road tax and the kilometre charge)
      • Vehicle inspection (except for complaints about the relevant regulations)
      • Driving schools and driving tests (except for complaints about the relevant regulations)
      • STIB/MIVB, TEC, De Lijn, SNCB/NMBS
      • Aircraft noise
      • Speed checks and parking fines
      • Condition of the roads

      For complaints about these matters, please contact the competent bodies. Their contact details can be found here.

      Where should I file my complaint?

      You can file a complaint via the online complaint form.

      If you are unable to use the online form, you can contact the complaints desk as follows:

      • By letter: 
        FPS Mobility and Transport, attn the complaints desk 9A, Vooruitgangstraat 56 Rue du Progrès, 1210 Brussels
      • By phone
      •  +32 (0)2 277 30 77 (9.00-12.00)

      What will happen to my complaint?

      After filing your complaint online, you will receive:

      • an immediate acknowledgement of receipt with a unique ticket number
      • a reasoned response, a rectification or a solution within a maximum of 30 calendar days.

      Your complaint will be processed in accordance with the requirements of the General Data Protection Regulation (GDPR). Personal data will only be accessed to the extent that they are relevant to the processing of the complaint.

    3. Step 3: file a complaint with the Federal Ombudsman

      Are you dissatisfied with the response or was the complaints department unable to help you sufficiently? Then you can file a second-line complaint with the Federal Ombudsman. This body is completely independent and impartial, it is not part of the federal administration and it will investigate your complaint free of charge.

      Contact

      Federal Ombudsman 
      Leuvenseweg 48 box 6 Rue de Louvain, 1000 Brussels
      Tel.: 0800 999 61 (toll-free number) 
      Email:       contact@federalombudsman.be

  • Competent bodies

    1. Road taxes

      The annual road tax, the vehicle registration tax, the supplementary road tax and the kilometre charge.

      Flemish Region
      https://www.vlaanderen.be/en/authorities/flemish-taxes/road-taxes

      Brussels-Capital Region
      https://fisc.brussels/mytax/en/contact

      Walloon Region
      https://finances.wallonie.be/en/home/fiscalite/fiscalite-des-vehicules.html

       

    2. Vehicle inspection

      Except for questions and complaints about the relevant regulations.

      Flemish Region
      https://www.vlaanderen.be/en/vehicle-inspection

      Brussels-Capital Region
      https://mobilite-mobiliteit.brussels/en/node/1949

      Walloon Region
      https://www.wallonie.be/fr/vivre-en-wallonie/mobilite-et-infrastructures/controle-technique-et-homologation

       

    3. Driving schools and driving tests

      Except for questions and complaints about the relevant regulations.

      Flemish Region
      https://www.vlaanderen.be/mobiliteit-en-openbare-werken/auto-en-motor/rijbewijzen-en-rijopleiding

      Brussels-Capital Region
      https://mobilite-mobiliteit.brussels/en/getting-around-in-brussels/car-…

      Walloon Region
      https://www.monpermisdeconduire.be/

    4. STIB/MIVB, TEC, De Lijn, SNCB/NMBS

      STIB/MIVB (https://www.stib-mivb.be/index.htm?l=en) for travel by bus, tram or metro within the Brussels-Capital Region.

      TEC (https://www.letec.be/) for bus and tram traffic in Wallonia and for connections between Brussels and Wallonia.

      De Lijn (https://www.delijn.be/en/) for bus and tram traffic in Flanders and for connections between Brussels and Flanders.

      SNCB/NMBS: https://www.belgiantrain.be/en/support/forms/reaction-services

    5. Flight routes or noise nuisance regarding Brussels Airport

      Mediation Service for Brussels Airport: https://www.airportmediation.be/fr/

    6. Speed checks and parking fines

      Traffic fines paid to the account number BE73 6792 0030 1360 (BIC PCHQ BE BB) are not collected by the FPS Mobility and Transport, but by the FPS Justice.

      For paying, contesting, ... these fines, you can go here. (https://www.justonweb.be/fines/)

      The police issue fines for offences against traffic regulations. For infringements of so-called decriminalised parking regulations (e.g. paid parking, blue zone, parking card/resident parking card), fees are issued. This can be done either by the police, the municipality or a private company. If you want to lodge an objection to this, you should contact the body that issued the fine or fee in question.

    7. Condition of the roads

      Flemish Region
      https://www.vlaanderen.be/melden-van-gebreken-aan-wegen-fietspaden-wegverlichting-in-vlaanderen

      Brussels-Capital Region
      https://fixmystreet.brussels/

      Walloon Region: For defects on motorways or regional roads in Wallonia, you can call the toll-free number 1718 of the Walloon Region. Defects on local roads or streets can also be reported directly to the municipality in question.

Publications

Complaints brochure