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Complaints logoThe Royal Belgian Institute for Space Aeronomy (BIRA-IASB) places great importance on the quality of its service and on improving its functioning.

Should you still have any comments or complaints about this, you can forward them to our complaints manager. The complaints manager will treat your complaint with the utmost care and propose a suitable solution. He or she will also make every effort to avoid similar complaints in the future and to improve the functioning of BIRA-IASB.

Please note: this complaints procedure does not in any way replace the legally determined appeal procedures.

How to file a complaint?

Of course, you can give reasons for your complaint and demonstrate your personal interest. For a good settlement of your complaint, it is necessary that you always mention your name and e-mail address or telephone number. Your complaint will be treated with the utmost discretion.

A complaint can be filed in 3 ways:

Royal Belgian Institute for Space Aeronomy (BIRA-IASB)
Complaints coordinator
Avenue Circulaire 3
B-1180 Brussels

Admissibility of a complaint

A complaint needs to be filed within 30 days after the facts occurred or it will not be processed.

Complaints which are related to the following will not be processed:

  1. Inconvenience caused by other visitors including, but not limited to noise, inappropriate behavior, theft and assault;
  2. Inconvenience caused by maintenance works including, but not limited to a renovation.
  3. Complaints relating to facts that according to the law or on the basis of a contract can only be the subject of legal or arbitration proceedings.

How will the complaint be handled?

You will receive notification of receipt if your complaint is admissible. Your complaint will be forwarded to the relevant departments and individuals that will process your complaint. Within 30 calendar days, you will receive a motivated answer by mail or by letter.

Still no solution?

If our complaints department was unable to help you or if you feel that you did not get the help you expected to receive you are welcome to contact the Federal Ombudsman. The Federal Ombudsman is completely independent, does not form part of any federal administration and will examine your complaint free of charge and impartially.

Contact:
Federal Ombudsman
Leuvenseweg 48 letterbox 6
1000 Brussels
0800 99  962 (free phone number)