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Complaints about energy supplier, network operator or VREG
Do you have a complaint about your energy supplier, network operator or the Flemish Regulator for the Electricity and Gas Market (Dutch: Vlaamse Regulator van de Elektriciteits- en Gasmarkt/VREG)? See below how you can lodge a complaint about each body. You can best do this in writing, by letter, e-mail or via the online form.
An energy supplier is not the same as a network operator.
- The network operator provides the transport of electricity and natural gas via the mains. Who your network operator is, depends on where you live. So you cannot choose your network operator yourself. In Flanders, the networkoperator is Fluvius.
- You pay your consumption to your supplier of natural gas or electricity. You can choose a supplier yourself.
Connection or disconnection of gas and electricity, meter reading (also malfunctioning meter or prepayment meter), damage due to malfunction, technical aspects, certificates for solar panels
- First lodge a complaint with your network operator.
In Flanders, you can submit a complaint online with Fluvius (in Dutch)(opens in new window). If you are not satisfied with the answer, you can then lodge your complaint with the Fluvius Complaint Committee (in Dutch)(opens in new window). - If you are not satisfied with the answer you receive from your network operator and you live in Flanders, you can lodge a complaint with the Flemish Ombudsman Service, using the free telephone number 1700 (every working day from 9 a.m. to 7 p.m.) or via klachten@vlaamseombudsdienst.be(opens in your email application)
Bill, supply contract, aggressive sales techniques
- First lodge a complaint with your energy supplier.
- If you are not satisfied with the answer you receive:
- For suppliers in Flanders, you can lodge a complaint with the Federal Ombudsman Service for Energy. This can be done by letter or by means of the online complaint form (in Dutch)(opens in new window).
Energy saving subsidies from the network operator
A complaint about the granting or payment of subsidies from the network operator in Flanders.
- First lodge a complaint with network operator Fluvius via the online complaint form (in Dutch)(opens in new window).
- If you are not satisfied with the answer, you can then lodge a complaint with the Fluvius Complaint Committee (in Dutch)(opens in new window).
- If you are not satisfied with the answer you received in step 1 or 2, send your complaint to the Flemish Energy and Climate Agency (Dutch: Vlaams Energie- en Klimaatagentschap/VEKA), by post, e-mail or by using the online contact form(opens in new window).
- If you are not satisfied about the way the VEA handled your complaint, you can lodge a complaint with the Flemish Ombudsman Service, using the free telephone number 1700 (every working day from 9 a.m. to 7 p.m.) or via klachten@vlaamseombudsdienst.be(opens in your email application).
VREG and prosumer rate
Do you have a complaint about the operation of the VREG or about the prosumer rate (Dutch: prosumententarief)?
- First lodge a complaint with the VREG.
- If you are not satisfied about the way the VREG answered your complaint, you can lodge a complaint with the Flemish Ombudsman Service, using the free telephone number 1700 (every working day from 9 a.m. to 7 p.m.) or via klachten@vlaamseombudsdienst.be(opens in your email application).
