File a complaint with KidsLife

Disagree with a decision or dissatisfied with our service?

We’re sorry to hear that you’re dissatisfied with our service. At KidsLife, we do everything we can to ensure accurate and punctual payments.

Your feedback will enable us to improve the quality of our services.

Below is an overview of the various steps that can be taken to transform your dissatisfaction into a quality solution.

Step 1: file a complaint via our contact form

The easiest and most preferable way to file a complaint is to contact us via our contact form.

  • That way, you can immediately supply any supporting evidence for your complaint.
  • Please have your National Register number to hand to ensure that we’re able to retrieve your file quickly and easily. 
  • Our Ombudsman department ensures that your complaint is forwarded to the right team and monitors its progress.
  • Our customer advisers prioritise your complaint and provide you with a response and/or solution to your problem within 15 days.

File a complaint here

 


Next steps for your complaint

If you receive a Growth Package in Flanders or Child Benefit in Wallonia, then you have additional options for filing a complaint. View the next steps below.

Do you live in Flanders?

Step 2: The Growth Package Payment Agency’s Complaints and Mediation Service.

You can contact the Growth Package Payment Agency’s Complaints and Mediation Service. 

You can do this by: 

  • Telephone: 02/897.10.60 (weekdays from 8.30 a.m. to 4.30 p.m.) 
  • email:info@groeipakket.be 
  • letter: Growth Package Payment Agency, Complaints and Mediation Service, Trierstraat 9, 1000 Brussels 

Step 3: Lodge an appeal with the Arbitration Committee

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

email: Geschillencommissie@kindengezin.be 
letter: Arbitration Committee, Hallepoortlaan 27, 1060 Brussels 

You can also submit your written 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 suspended 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’s considered 'vexatious' or 'reckless'. (Art. 1017 of the Judicial Code) 

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

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 concerns a case prior to 01/01/2019, then you can only submit a complaint to the Labour Court. 

Step 4: Lodge an appeal with the Labour Court

You can lodge an appeal against the decision of the Disputes Committee and against an interim measure taken by the chairman of the Disputes Committee with the Labour Court. 

You can do this by sending a signed and dated letter of appeal by registered mail to the Labour Court registry responsible for your canton. 
You can also submit your written 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’s considered 'vexatious' or 'reckless'. (Art. 1017 of the Judicial Code) 

You can attend the court in person or choose to be represented by a 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) 

Step 5: Submit a complaint to the Flemish Ombudsman Service

You can always submit your complaint to the Flemish Ombudsman Service

  • Via the freephone number 1700, weekdays from 9 a.m. to 7 p.m. 
    email: info@vlaamseombudsdienst.be 
    letter: Flemish Ombudsman Service, Leuvenseweg 86, 1000 Brussels 
  • You can also visit in person, providing you have made an appointment in advance. 

Do you live in Brussels?

Can I appeal our decision?

You can appeal within 3 months from the date of this letter, with the postmark as proof.

In most cases, we will bear the legal costs. You are responsible for your own legal costs.

The appeal must be submitted by dated and signed letter. It must be either :

sent by registered letter to the registry of the Labour Court
delivered locally to the same address.
Thereafter, you have several options (1):

to appear before the court in person
be represented by a trade union representative by means of a written power of attorney,
be represented by a lawyer at your own expense,
with the permission of the court, be replaced by your spouse, a family member or a relative by means of a written power of attorney.

(1) See Articles 728 and 1017 of the Judicial Code.


Do you live in Wallonia?

Step 2: Appeal against a KidsLife decision

Yes. You can appeal within 3 months of the date of your letter (1). The postmark serves as proof of this.

We pay the legal costs in the majority of cases. You are responsible for paying the lawyer’s fees.

Your appeal must be submitted via a signed and dated letter. You can:

  • Send this to the Labour Court registry by registered mail.
  • Submit it in person at the same address.

You then have various options (2):

  • You can attend court in person,
  • You can choose to be represented by a union representative with a written proxy,
  • You can choose to be represented by a lawyer at your own expense,
  • With the judge’s permission, you can be replaced by your partner, a parent or a (blood) relative by means of a written proxy.

(1) Decree of 8 February 2018 pertaining to the management and payment of family benefits, art. 93

(2) Please refer to articles 728 and 1017 of the Judicial Code

Have any further questions? Wish to consult or modify the data in your child benefit file?

Please contact our team.

You can seek advice from AVIQ, the Agency for a Quality Life:
AVIQ – Médiation familles
Rue de la Rivelaine 21
6061 – Charleroi
071 / 33. 72. 40
mediationfamilles@aviq.be
 

Or the regional mediator:
Institution du Médiateur
Rue Lucien Namèche 54
5000 Namur
0800 / 19. 199
courrier@le-mediateur.be

Please note! Obtaining advice from one of these services does not extend the period within which you must submit an appeal to the Labour Court.