Applying to the telecom ombudsman
Belgium has an independent mediation service for telecommunications, open free of charge to any end user. It intervenes only after an attempt to resolve the matter directly with the operator, examines the file with both sides heard, and issues a recommendation.
The disputes it can examine
Billing disputes: amounts charged after a cancellation, charges not provided for in the contract, invoices that do not match what was sold.
Service disputes: repeated outages, a connection never activated, a transfer that failed, a number lost during portability.
And contractual disputes: a cancellation not taken into account, a tariff change applied without proper notification, equipment billed after being returned.
What must be done before applying
Raise the matter with the operator itself, in writing, and keep the reference. The service will ask for that step, because its role begins where the direct route ends.
Keep everything: dates, reference numbers, screenshots, the invoices in dispute. A file that documents a timeline is treated very differently from one that describes a frustration.
Leave the operator a reasonable period to answer. Applying the day after a first email is premature and simply returns the file to you.
During and after the examination
The service examines the file with both sides heard and can ask the operator for explanations. The procedure is free and written.
It issues a recommendation. That recommendation is not a judgment and does not bind the operator, though operators follow them in a large share of cases.
If the recommendation is not followed and you want to press further, the ordinary courts remain open. Most files do not get there.
Frequently asked questions
Does applying to the ombudsman cost anything?
No. The Belgian telecom mediation service is free of charge and open to any end user, for every operator registered with the regulator. The procedure is written and does not require a lawyer.
Do I have to pay an invoice I am disputing?
Raise the dispute in writing before the due date and say clearly which part you contest and why. A dispute raised in time is treated as a dispute; silence followed by non-payment is treated as a debt.
Is the recommendation binding on the operator?
No. The service issues a recommendation rather than a judgment, and it does not bind the operator, although operators follow them in a large share of cases. The ordinary courts remain open afterwards.
How is this different from the regulator?
The regulator supervises the market and the operators as a whole; it does not settle your individual dispute. The mediation service handles individual complaints between a user and an operator, which is a different role.