{"id":18686,"date":"2023-01-27T13:46:38","date_gmt":"2023-01-27T13:46:38","guid":{"rendered":"https:\/\/www.enabel.be\/?page_id=18686"},"modified":"2026-02-06T14:42:48","modified_gmt":"2026-02-06T14:42:48","slug":"gestion-des-plaintes","status":"publish","type":"page","link":"https:\/\/www.enabel.be\/fr\/gestion-des-plaintes\/","title":{"rendered":"Gestion des plaintes"},"content":{"rendered":"<header class=\"header--big relative flex align-center items-center min-h-screen\">\n\t<div class=\"z-20 container grid grid-cols-12\">\n\t\t<div class=\"z-30 relative col-span-12 md:col-span-8 col-start-1 md:col-start-3 text-center text-white\">\n\t\t\t\t\t\t\t<p class=\"h5\" data-aos=\"fade-down\">Gestion des plaintes<\/p>\n\t\t\t\t\t\t<h1 data-aos=\"fade-up mb-0\">Vous n\u2019\u00eates pas satisfait de la qualit\u00e9 de notre service\u2009?<\/h1>\n\t\t\t\t\t<\/div>\n\t<\/div>\n\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1260\" height=\"840\" src=\"https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/BTC-Tanzania-Sala-Lewis-Verve-0358-1.jpg\" class=\"z-0 absolute inset-0 w-full h-full object-cover object-top wp-post-image\" alt=\"two people talking at a table\" srcset=\"https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/BTC-Tanzania-Sala-Lewis-Verve-0358-1.jpg 1260w, https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/BTC-Tanzania-Sala-Lewis-Verve-0358-1-300x200.jpg 300w, https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/BTC-Tanzania-Sala-Lewis-Verve-0358-1-1024x683.jpg 1024w, https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/BTC-Tanzania-Sala-Lewis-Verve-0358-1-768x512.jpg 768w\" sizes=\"(max-width: 1260px) 100vw, 1260px\" \/>\n\t\t\t\t\t<div class=\"scroll rellax\" data-rellax-percentage=\"0.5\" data-rellax-speed=\"-1.5\">\n\t\t<p>\n\t\t\tScroll\n\t\t<\/p>\n\t<\/div>\n<\/header>\n\n<section class=\"section--text-center mx-auto bg-greylight\">\n    <div class=\"container items-center grid-flow-row-dense grid-cols-12 lg:grid\">\n        <div class=\"relative text-center z-1 lg:col-start-2 lg:col-span-10\">\n            <h2 style=\"text-align: left;\"><img decoding=\"async\" class=\"size-full wp-image-18697 alignright\" src=\"https:\/\/www.enabel.be\/app\/uploads\/2023\/01\/klachten-dienstverlening-pos-FR@2x_nl.png\" alt=\"\" width=\"280\" height=\"170\" \/>Nous avons pour ambition de garantir une prestation de services optimale. Il se peut n\u00e9anmoins que vous soyez insatisfait de notre service. Vous pouvez dans ce cas introduire une plainte.<\/h2>\n\n        <\/div>\n    <\/div>\n<\/section>\n\n\n<section class=\"section--article-content\">\n    <div class=\"container grid grid-cols-12\">\n        <div class=\"col-span-12 col-start-1 md:col-span-8 md:col-start-3\">\n            <h4><\/h4>\n<h4><strong>Qui peut introduire une plainte\u2009?<\/strong><\/h4>\n<p>Toute personne externe au personnel de Enabel ou toute organisation insatisfaite des services de Enabel.<\/p>\n<p>&nbsp;<\/p>\n<h4><strong>Quelles plaintes pouvez-vous introduire\u2009?<\/strong><\/h4>\n<p>Le service des plaintes assure la r\u00e9ception, l\u2019examen et le traitement structur\u00e9s des plaintes qui portent sur :<\/p>\n<div>\n<ul style=\"list-style-type: disc;\">\n<li>l\u2019attitude de notre personnel\u2009;<\/li>\n<li>la qualit\u00e9 de nos services\u2009;<\/li>\n<li>le respect des proc\u00e9dures\u2009;<\/li>\n<li>la gestion des plaintes en elle-m\u00eame.<\/li>\n<\/ul>\n<\/div>\n<div>Seules les plaintes se rapportant au fonctionnement propre de Enabel seront jug\u00e9es recevables. Nous nous engageons toutefois \u00e0 transmettre les plaintes ne se rapportant pas \u00e0 Enabel \u00e0 l\u2019organisation concern\u00e9e et \u00e0 vous en informer. Vous pouvez introduire une plainte jusqu\u2019\u00e0 six mois apr\u00e8s l\u2019incident.<\/div>\n<p>&nbsp;<\/p>\n<h4><strong>Quelles sont les exceptions\u2009?<\/strong><\/h4>\n<ul style=\"list-style-type: disc;\">\n<li>Les demandes d\u2019information g\u00e9n\u00e9rale doivent \u00eatre adress\u00e9es \u00e0 info@enabel.be<\/li>\n<li>Certaines plaintes peuvent faire l\u2019objet de proc\u00e9dures de recours l\u00e9gales (lorsqu\u2019elles concernent des march\u00e9s publics, par exemple). La proc\u00e9dure de plainte ne se substitue pas aux proc\u00e9dures de recours d\u00e9finies par la loi.<\/li>\n<li>Les plaintes li\u00e9es \u00e0 des questions d\u2019int\u00e9grit\u00e9 (fraude, corruption&#8230;) doivent \u00eatre adress\u00e9es au bureau ind\u00e9pendant d\u2019int\u00e9grit\u00e9 : <a href=\"https:\/\/www.enabel.be\/fr\/qui-sommes-nous\/integrite\/\">https:\/\/www.enabel.be\/fr\/qui-sommes-nous\/integrite\/<\/a><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h4><strong>Comment introduire une plainte\u2009?<\/strong><\/h4>\n<ul style=\"list-style-type: disc;\">\n<li>Au moyen du\u202f<a href=\"https:\/\/www.enabel.be\/fr\/soumettre-une-plainte\/\" target=\"_blank\" rel=\"noopener\">formulaire de plainte en ligne<\/a>.<\/li>\n<li>Par mail via complaints@enabel.be<\/li>\n<\/ul>\n<p>Les plaintes anonymes ne seront pas prises en consid\u00e9ration.<\/p>\n<p>&nbsp;<\/p>\n<h4><strong>Qu\u2019advient-il de votre plainte\u202f?<\/strong><\/h4>\n<p>Vous recevez\u202f:<\/p>\n<ul style=\"list-style-type: disc;\">\n<li>un accus\u00e9 de r\u00e9ception<\/li>\n<li>une r\u00e9ponse motiv\u00e9e dans les 30 jours calendrier.<\/li>\n<\/ul>\n<p>Si vous n\u2019\u00eates pas satisfaite(e) de la r\u00e9ponse, vous pouvez contacter le M\u00e9diateur f\u00e9d\u00e9ral\u202f:<\/p>\n<p>Rue de Louvain 48 bte 6<br \/>\n1000 Bruxelles<br \/>\ncontact@mediateurfederal.be<\/p>\n<p>Pour plus d\u2019infos sur la proc\u00e9dure de plainte, contactez notre coordinateur des plaintes : complaints@enabel.be<\/p>\n\n        <\/div>\n    <\/div>\n<\/section>\n\n\n\n<div style=\"height:10px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<section class=\"section--article-button\">\n    <div class=\"container flex justify-center\">\n                    <a href=\"https:\/\/www.enabel.be\/fr\/soumettre-une-plainte\/\" class=\"btn-primary card--animation\" >\n\t\t<span>Soumettre une plainte<\/span>\n\t<\/a>\n            <\/div>\n<\/section>\n\n<section class=\"section--action py-40 bg-greylight\">\n    <div class=\"container relative grid-cols-12 gap-8 md:grid\">\n        \n        <div class=\"relative z-10 flex flex-row flex-wrap content-between col-span-12 gap-10 md:col-span-10 md:col-start-2\">\n                            <a\n    href=\"https:\/\/www.enabel.be\/fr\/qui-sommes-nous\/integrite\/\"\n    class=\"has-cursor card--action card--animation | overflow-hidden font-normal no-underline text-inherit w-full md:w-[46%] lg:w-[47%] \"\n    data-aos=\"fade-down\"\n    data-aos-delay=\"000\"\n    >\n    <div class=\"relative card--top h-[340px] flex items-center\">\n        <img decoding=\"async\" width=\"720\" height=\"480\" src=\"https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/Assistante-administrative-au-service-daccueil-1024x683_cleanup.jpg\" class=\"absolute top-0 left-0 h-full w-full object-cover object-center wp-post-image\" alt=\"Woman sitting behind a desk, smiling at someone approaching her.\" srcset=\"https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/Assistante-administrative-au-service-daccueil-1024x683_cleanup.jpg 720w, https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/Assistante-administrative-au-service-daccueil-1024x683_cleanup-300x200.jpg 300w\" sizes=\"(max-width: 720px) 100vw, 720px\" \/>\n        <p class=\"px-[24px] z-10\">\n            Apprenez-en plus sur notre politique d&rsquo;int\u00e9grit\u00e9 ou contactez notre bureau d&rsquo;int\u00e9grit\u00e9.\n        <\/p>\n    <\/div>\n    <h3 class=\"relative z-10 flex justify-between w-full p-6 mb-0\">\n        Rapportez un probl\u00e8me d&rsquo;int\u00e9grit\u00e9\n        <svg width=\"17\" height=\"12\" viewBox=\"0 0 17 12\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"min-w-[43px]\">\n\t<path d=\"M0 6.00004L16.0319 6.00004M16.0319 6.00004L10.705 0.813232M16.0319 6.00004L10.705 11.1868\" stroke=\"#012D3A\"\/>\n<\/svg>\n    <\/h3>\n<\/a>\n                            <a\n    href=\"https:\/\/www.enabel.be\/fr\/qui-sommes-nous\/forme-juridique-des-organes-de-gestion-et-de-controle\/\"\n    class=\"has-cursor card--action card--animation | overflow-hidden font-normal no-underline text-inherit w-full md:w-[46%] lg:w-[47%] \"\n    data-aos=\"fade-down\"\n    data-aos-delay=\"100\"\n    >\n    <div class=\"relative card--top h-[340px] flex items-center\">\n        <img decoding=\"async\" width=\"2560\" height=\"1707\" src=\"https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/211109moz_enabel606-scaled.jpg\" class=\"absolute top-0 left-0 h-full w-full object-cover object-center wp-post-image\" alt=\"\" srcset=\"https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/211109moz_enabel606-scaled.jpg 2560w, https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/211109moz_enabel606-300x200.jpg 300w, https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/211109moz_enabel606-1024x683.jpg 1024w, https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/211109moz_enabel606-768x512.jpg 768w, https:\/\/www.enabel.be\/app\/uploads\/2022\/08\/211109moz_enabel606-1536x1024.jpg 1536w\" sizes=\"(max-width: 2560px) 100vw, 2560px\" \/>\n        <p class=\"px-[24px] z-10\">\n            Plus d&rsquo;informations sur le cadre juridique dans lequel nous op\u00e9rons, nos organes de gestion et de contr\u00f4le.\n        <\/p>\n    <\/div>\n    <h3 class=\"relative z-10 flex justify-between w-full p-6 mb-0\">\n        Organes de gestion et de contr\u00f4le\n        <svg width=\"17\" height=\"12\" viewBox=\"0 0 17 12\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"min-w-[43px]\">\n\t<path d=\"M0 6.00004L16.0319 6.00004M16.0319 6.00004L10.705 0.813232M16.0319 6.00004L10.705 11.1868\" stroke=\"#012D3A\"\/>\n<\/svg>\n    <\/h3>\n<\/a>\n                    <\/div>\n                    <svg class=\"absolute z-0 -top-[50px] h-[auto] -scale-x-100 -left-[21rem]\" width=\"740\" height=\"963\" viewBox=\"0 0 740 963\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n       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