What complaints can you lodge?
The complaints department receives, reviews and deals with complaints relating to:
- the attitude of our staff;
- the quality of our services;
- compliance with procedures;
- the actual management of complaints.
Only complaints relating to the Enabel operation itself will be deemed admissible. We nevertheless undertake to send non-Enabel-related complaints to the relevant organisation and to keep you informed. You may lodge a complaint up to six months after the incident. Requests for general information should be sent to info@enabel.be
What are the exceptions?
- General enquiries or requests for information should be addressed to info@enabel.be
- Some complaints may be subject to legal appeal procedures (when they relate to public procurement contracts, for example). The complaints procedure does not replace appeals procedures defined by law.
- Complaints relating to issues of integrity (fraud, corruption, etc.) must be sent to the independent Integrity desk: https://www.enabel.be/who-we-are/integrity/
How to make a complaint
- By using the online complaint form
- Via mail to complaints@enabel.be
Anonymous complaints will not be considered.
What will happen to your complaint?
You will:
- receive the acknowledgement of receipt
- receive a reasoned reply within 30 calendar days.
If you are dissatisfied with the reply you’ve received, you can contact the federal ombudsman:
Rue de Louvain 48 bte 6/Leuvenseweg 48 bus 6
1000 Brussels
contact@federalombudsman.be
For more information on the complaints procedure, contact our complaints coordinator: complaints@enabel.be
