Record number of complaints about public services

Time-keeping on De Lijn was the single most common complaint. Each government service has its own customer complaints service, and the total results are gathered together every 1 March by the ombudsman, Bart Weekers, in what is known as the Flemish Complaints Book.

Seven in 10 complaints last year concerned De Lijn, with more than 10,000 people complaining their bus or tram was too late, too early or missing entirely. Divers passing stops, driving behaviour and lack of politeness were also cause for complaints.

VRT received 925 complaints about its new division, accusing it of a lack of impartiality. The ombudsman pointed out that many complaints reflect more a difference of opinion than an actual problem with the service. Viewers also complained about programme choices, mistakes in quizzes, altered broadcast times and the number of repeats during the summer months.

The Complaints Book praised the customer services department of De Lijn, where 70% of complaints are resolved, and of employment and training agency VDAB, which saw 80% of its complaints resolved. The two services are setting an example for others, Weekers wrote, citing the roads and traffic agency and social housing services as lesser performers.