The Ombudsman's service
The Brussels-Capital Region has established an ombudsman’s service at STIB-MIVB. This service, managed by the Government, is independent, neutral and impartial. It puts forward proposals and issues non-binding opinions regarding STIB-MIVB.
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Conditions
For your complaint to be admissible, the following conditions have to be met:
- your complaint relates to facts that occurred less than three months before it was submitted to STIB-MIVB;
- you have lodged the same complaint to STIB-MIVB at least thirty calendar days before submitting it to the ombudsman’s service;
- You address the complaint to the ombudsman’s service, rue du Gentilhomme/Jonkersstraat 3 - 1000 Brussels (02/515.31.35) or by email to mediateur@stib.brussels;
- you are a STIB-MIVB user and has a personal interest in this matter.
Information
The service reviews the complaint within thirty days of its receipt. The information is treated confidentially. Using the ombudsman’s service is free of charge. The ombudsman is member of the Belgian CPMO - Coordination Permanente des Médiateurs et Ombudsmans (Permanent Coordination of Ombudsmen) www.ombudsman.be.
Reports
Each year the service draws up a report. This document, sent to the Brussels Minister of Mobility, includes suggestions for improving public transport based, among other things, on users' comments.
Report of 2023
Report of 2023
Report of 2022
Report of 2022
Report of 2021
Report of 2021
Report of 2020
Report of 2020
Previous ombudsman reports
Before 2020
Report 2019
Report 2018
Report 2017
Report 2016
Report 2014
Report 2013
Reports before 2013
The reports before 2013 are available on demand.