Complaints

 

Do you disagree with a decision or are you dissatisfied with the service that you have been provided? 

We're sorry to hear that. KidsLife endeavours to do everything possible to guarantee accurate and timely Growth Package and Child Benefit payments. 

Your complaint can help us to improve our service. Below is an overview of how to submit your complaint.


Do you live in Flanders?

1. You can send us your complaint by e-mail to the KidsLife customer service department at: complaints@kidslife.be

2. You can contact the Growth Package Payment Agency’s Complaints and Mediation Service. You can do this by:

telephone: 02/897.10. 60 (every working day from 8.30 am to 4.30 pm) 

e-mail: info@groeipakket.be 

letter: Growth Package Payment Agency, Complaints and Mediation Service, Trierstraat 9, 1000 Brussels

3. You can appeal to the Arbitration Committee. 

You must file your appeal with the Arbitration Committee’s Secretariat either electronically or in writing by:

e-mail: Geschillencommissie@kindengezin.be 

letter: Arbitration Committee, Hallepoortlaan 27, 1060 Brussels

You can also submit your appeal in person. 

You have three months to do so, starting from the third day following the day on which you were notified of the decision. That period is interrupted if you have submitted a complaint or a request for mediation to the Growth Package Payment Agency’s Complaints and Mediation Service. 

Your appeal to the Commission is free of charge, unless it is considered 'provocative' or 'reckless'. (Art. 1017 of the Judicial Code)

If it concerns a dispute relating to the designation of a family benefit beneficiary or beneficiaries, or to the qualification of the support requirement severity, the Arbitration Committee has no jurisdiction.

In these cases you can:

- Lodge an appeal to the family court within six months of the decision notification regarding the beneficiary/beneficiaries designation. 

- Lodge an appeal to the labour court within three months of the decision notification regarding the qualification of the support requirement severity.

! Please note: if your complaint relates to a case prior to 01/01/2019, you can only submit a complaint to the labour court.

4. You can appeal to the labour court against the Arbitration Committee’s decision and against a provisional measure of the Arbitration Committee’s Chairperson.

You can do this by sending a signed and dated letter of appeal by registered mail to the labour court registry competent for your canton. 

You can also submit your appeal in person. 

You have three months to do so, starting from the third day following the day on which you were notified of the Arbitration Committee’s decision. 

Your appeal to the Commission is free of charge, unless it is considered 'provocative' or 'reckless'. (Art. 1017 of the Judicial Code)

You can visit the court in person, or choose to be represented by a trade union representative with a written proxy. You may enlist the services of a lawyer at your own expense. The court can also grant permission to your spouse, the person with whom you legally cohabit or a (blood) relative to represent you with a written proxy. (Art. 728 of the Judicial Code)

5. You can contact the Flemish Ombudsman Service with your complaint by:

toll-free number 1700, every working day from 9 am to 7 pm. 

email: info@vlaamseombudsdienst.be 

letter: Flemish Ombudsman Service , Leuvenseweg 86, 1000 Brussels

You can also visit in person, provided that you make an appointment in advance.


Do you live in Brussels or Wallonia?

You can submit a complaint to the KidsLife customer service department at klachten@kidslife.be