File a complaint

For your complaint to be admissible, it must:

• Contain your personal details
• Relate to events that occurred less than 6 months ago
• Concern the quality of a service provided by the municipal administration of the City of Brussels

Your complaint cannot be accepted if:

• Administrative or legal proceedings are already in progress
• It concerns the City's political orientation
• It relates to a decision taken by the City
• The events date back to more than 6 months ago
• The matter does not fall within the remit of the City of Brussels

You can submit your complaint in two ways:

• Online via External siteMyBXL (recommended)
  This secure access allows you to follow the progress of your complaint at any time
• Via the External siteform (without authentication)

Good to know!

First submit your complaint to the City.

If you are not satisfied with the response, you can escalate your complaint to Ombuds Brussels, the regional mediation service.

They will try to reconcile your point of view with that of the local authorities.

Contact Ombuds Brussels:

• E-mail: plaintes@ombuds.brussels
• Telephone: 02 549 67 00
• In person or by post: Place de la Vieille Halle aux Blés 1 - 1000 Brussels

Website: External siteOmbuds Brussels

Attach any relevant documents to explain or illustrate your complaint.

Once your complaint has been submitted, it goes through a number of stages:

1. Acknowledgement of receipt
   You will receive an e-mail as soon as your complaint has been submitted.
2. Review
   We will review your complaint in consultation with the department concerned.
3. Response
   The City undertakes to respond within 10 working days. If additional time is required, we will inform you by e-mail.
4. Comments - Closure
   After receiving our response, you have 5 days to submit any comments. If you do not respond, the complaint is considered closed.