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372dle" style="padding-top: calc(100vw * 0.02); padding-bottom: calc(100vw * 0.02); "><div class="row-bg-wrap" data-bg-animation="none" data-bg-animation-delay="" data-bg-overlay="false"><div class="inner-wrap row-bg-layer" ><div class="row-bg viewport-desktop" style=""></div></div></div><div class="row_col_wrap_12 col span_12 dark left"> 373 <div class="vc_col-sm-6 wpb_column column_container vc_column_container col no-extra-padding inherit_tablet inherit_phone " data-padding-pos="all" data-has-bg-color="false" data-bg-color="" data-bg-opacity="1" data-animation="" data-delay="0" > 374 <div class="vc_column-inner" > 375 <div class="wpb_wrapper"> 376 <div class="nectar-responsive-text nectar-link-underline-effect" style="color: #4c338c;"><h1 class="page-header">Contact</h1> 377</div> 378<div class="wpb_text_column wpb_content_element " > 379 <div class="wpb_wrapper"> 380 <p>To find out whether we are competent to answer your questions or help you resolve your problem, please <a href="https://consumerombudsman.be/faq/" target="_blank" rel="noopener">consult our FAQs.</a> If you wish to submit a request for mediation, you can do so <a href="https://en.mediationconsommateur.be/submitting-a-file/" target="_blank" rel="noopener">via the online form.</a> For all enquiries, please contact us using the details below.</p> 381 </div> 382</div> 383 384 385 386 387 </div> 388 </div> 389 </div> 390 391 <div class="vc_col-sm-6 wpb_column column_container vc_column_container col no-extra-padding inherit_tablet inherit_phone " data-padding-pos="all" data-has-bg-color="false" data-bg-color="" data-bg-opacity="1" data-animation="" data-delay="0" > 392 <div class="vc_column-inner" > 393 <div class="wpb_wrapper"> 394 <div class="img-with-aniamtion-wrap center" data-max-width="100%" data-max-width-mobile="default" data-shadow="none" data-animation="none" > 395 <div class="inner"> 396 <div class="hover-wrap"> 397 <div class="hover-wrap-inner"> 398 <img fetchpriority="high" decoding="async" class="img-with-animation skip-lazy" data-delay="0" height="762" width="915" data-animation="none" src="https://consumerombudsman.be/wp-content/uploads/2024/10/smc-image-5.png" alt="" srcset="https://consumerombudsman.be/wp-content/uploads/2024/10/smc-image-5.png 915w, https://consumerombudsman.be/wp-content/uploads/2024/10/smc-image-5-300x250.png 300w, https://consumerombudsman.be/wp-content/uploads/2024/10/smc-image-5-768x640.png 768w" sizes="(max-width: 915px) 100vw, 915px" /> 399 </div> 400 </div> 401 </div> 402 </div> 403 </div> 404 </div> 405 </div> 406</div></div> 407 <div id="fws_6ab7159a03d67" data-column-margin="default" data-midnight="dark" class="wpb_row vc_row-fluid vc_row full-width-section vc_row-o-equal-height vc_row-flex vc_row-o-content-middle" style="padding-top: 0px; padding-bottom: 0px; "><div class="row-bg-wrap" data-bg-animation="none" data-bg-animation-delay="" data-bg-overlay="false"><div class="inner-wrap row-bg-layer" ><div class="row-bg viewport-desktop using-bg-color" style="background-color: #ffffff; "></div></div></div><div class="row_col_wrap_12 col span_12 dark left"> 408 <div class="vc_col-sm-6 wpb_column column_container vc_column_container col no-extra-padding inherit_tablet inherit_phone " data-padding-pos="all" data-has-bg-color="false" data-bg-color="" data-bg-opacity="1" data-animation="" data-delay="0" > 409 <div class="vc_column-inner" > 410 <div class="wpb_wrapper"> 411 412 <div class="wpb_raw_code wpb_raw_html wpb_content_element" > 413 <div class="wpb_wrapper"> 414 <div class="cmplz-placeholder-parent"><iframe data-placeholder-image="https://consumerombudsman.be/wp-content/plugins/complianz-gdpr/assets/images/placeholders/google-maps-minimal-1280x920.jpg" data-category="marketing" data-service="google-maps" class="cmplz-placeholder-element cmplz-iframe cmplz-iframe-styles cmplz-no-video " data-cmplz-target="src" data-src-cmplz="https://www.google.com/maps/embed?pb=!1m18!1m12!1m3!1d4233.657719698236!2d4.350688362071044!3d50.85799588512438!2m3!1f0!2f0!3f0!3m2!1i1024!2i768!4f13.1!3m3!1m2!1s0x47c3c38335ecb269%3A0xdafffa4644da3fd3!2sBd%20Roi%20Albert%20II%208%2C%201000%20Bruxelles!5e1!3m2!1sfr!2sbe!4v1734535717384!5m2!1sfr!2sbe" src="about:blank" width="100%" height="450" style="border:0;" allowfullscreen="" data-deferlazy="1" referrerpolicy="no-referrer-when-downgrade"></iframe></div> 415 </div> 416 </div> 417 418 </div> 419 </div> 420 </div> 421 422 <div class="vc_col-sm-6 wpb_column column_container vc_column_container col padding-7-percent inherit_tablet inherit_phone " data-padding-pos="all" data-has-bg-color="false" data-bg-color="" data-bg-opacity="1" data-animation="" data-delay="0" > 423 <div class="vc_column-inner" > 424 <div class="wpb_wrapper"> 425 426<div class="wpb_text_column wpb_content_element " > 427 <div class="wpb_wrapper"> 428 <h4>Contact</h4> 429<p><strong>Service de Médiation pour le Consommateur</strong></p> 430<p>North Gate II<br /> 431Boulevard du Roi Albert II 8 Bte 1<br /> 4321000 Bruxelles</p> 433<p><strong>Tel</strong> : 02 702 52 20<br /> 434<strong>Fax</strong> : 02 808 71 29<br /> 435<strong>E-mail :</strong> <a href="mailto:[email protected]">[email protected]</a></p> 436<p><strong>
436Company number:</strong> 0553.755.479</p> 437<p> </p> 438<h4><strong>Opening hours</strong></h4> 439<p>The Consumer Mediation Service can be contacted by telephone from Monday to Friday between 9 a.m. and 12 p.m., except on public holidays.</p> 440 </div> 441</div> 442 443 444 445 446 </div> 447 </div> 448 </div> 449</div></div> 450 </div> 451 </div> 452 </div> 453<style>.wpb_row[data-using-ctc="true"] h1, 454 .wpb_row[data-using-ctc="true"] h2, 455 .wpb_row[data-using-ctc="true"] h3, 456 .wpb_row[data-using-ctc="true"] h4, 457 .wpb_row[data-using-ctc="true"] h5, 458 .wpb_row[data-using-ctc="true"] h6{ 459 color:inherit 460 } 461 .nectar-shape-divider-wrap { 462 position: absolute; 463 top: auto; 464 bottom: 0; 465 left: 0; 466 right: 0; 467 width: 100%; 468 height: 150px; 469 z-index: 3; 470 transform: translateZ(0); 471 } 472 .post-area.span_9 .nectar-shape-divider-wrap { 473 overflow: hidden; 474 } 475 .nectar-shape-divider-wrap[data-front="true"] { 476 z-index: 50; 477 } 478 .nectar-shape-divider-wrap[data-style="waves_opacity"] svg path:first-child { 479 opacity: 0.6; 480 } 481 482 .nectar-shape-divider-wrap[data-style="curve_opacity"] svg path:nth-child(1), 483 .nectar-shape-divider-wrap[data-style="waves_opacity_alt"] svg path:nth-child(1) { 484 opacity: 0.15; 485 } 486 .nectar-shape-divider-wrap[data-style="curve_opacity"] svg path:nth-child(2), 487 .nectar-shape-divider-wrap[data-style="waves_opacity_alt"] svg path:nth-child(2) { 488 opacity: 0.3; 489 } 490 .nectar-shape-divider { 491 width: 100%; 492 left: 0; 493 bottom: -1px; 494 height: 100%; 495 position: absolute; 496 } 497 .nectar-shape-divider-wrap.no-color .nectar-shape-divider { 498 fill: #fff; 499 } 500 @media only screen and (max-width: 999px) { 501 .nectar-shape-divider-wrap:not([data-using-percent-val="true"]) .nectar-shape-divider { 502 height: 75%; 503 } 504 .nectar-shape-divider-wrap[data-style="clouds"]:not([data-using-percent-val="true"]) .nectar-shape-divider { 505 height: 55%; 506 } 507 } 508 @media only screen and (max-width: 690px) { 509 .nectar-shape-divider-wrap:not([data-using-percent-val="true"]) .nectar-shape-divider { 510 height: 33%; 511 } 512 .nectar-shape-divider-wrap[data-style="clouds"]:not([data-using-percent-val="true"]) .nectar-shape-divider { 513 height: 33%; 514 } 515 } 516 517 #ajax-content-wrap .nectar-shape-divider-wrap[data-height="1"] .nectar-shape-divider, 518 #ajax-content-wrap .nectar-shape-divider-wrap[data-height="1px"] .nectar-shape-divider { 519 height: 1px; 520 }.nectar-shape-divider-wrap[data-position="top"] { 521 top: -1px; 522 bottom: auto; 523 } 524 .nectar-shape-divider-wrap[data-position="top"] { 525 transform: rotate(180deg) 526 }#ajax-content-wrap .vc_row.inner_row.right_padding_40pct .row_col_wrap_12_inner, 527 .nectar-global-section .vc_row.inner_row.right_padding_40pct .row_col_wrap_12_inner { 528 padding-right: 40%; 529 } 530 body .container-wrap .vc_row-fluid[data-column-margin="50px"] > .span_12, 531 html body .vc_row-fluid[data-column-margin="50px"] > .span_12, 532 body .container-wrap .vc_row-fluid[data-column-margin="50px"] .full-page-inner > .container > .span_12, 533 body .container-wrap .vc_row-fluid[data-column-margin="50px"] .full-page-inner > .span_12 { 534 margin-left: -25px; 535 margin-right: -25px; 536 } 537 538 body .container-wrap .vc_row-fluid[data-column-margin="50px"] .wpb_column:not(.child_column), 539 body .container-wrap .inner_row[data-column-margin="50px"] .child_column, 540 html body .vc_row-fluid[data-column-margin="50px"] .wpb_column:not(.child_column), 541 html body .inner_row[data-column-margin="50px"] .child_column { 542 padding-left: 25px; 543 padding-right: 25px; 544 }
545 .container-wrap .vc_row-fluid[data-column-margin="50px"].full-width-content > .span_12, 546 html body .vc_row-fluid[data-column-margin="50px"].full-width-content > .span_12, 547 .container-wrap .vc_row-fluid[data-column-margin="50px"].full-width-content .full-page-inner > .span_12 { 548 margin-left: 0; 549 margin-right: 0; 550 padding-left: 25px; 551 padding-right: 25px; 552 } 553 .single-portfolio #full_width_portfolio .vc_row-fluid[data-column-margin="50px"].full-width-content > .span_12 { 554 padding-right: 25px; 555 } 556 557 @media only screen and (max-width: 999px) and (min-width: 691px) { 558 .vc_row-fluid[data-column-margin="50px"] > .span_12 > .one-fourths:not([class*="vc_col-xs-"]), 559 .vc_row-fluid .vc_row-fluid.inner_row[data-column-margin="50px"] > .span_12 > .one-fourths:not([class*="vc_col-xs-"]) { 560 margin-bottom: 50px; 561 } 562 } 563 564 @media only screen and (max-width: 999px) { 565 .vc_row-fluid[data-column-margin="50px"] .wpb_column:not([class*="vc_col-xs-"]):not(.child_column):not(:last-child), 566 .inner_row[data-column-margin="50px"] .child_column:not([class*="vc_col-xs-"]):not(:last-child) { 567 margin-bottom: 50px; 568 } 569 }.wpb_column.border_style_solid > .vc_column-inner, 570 .wpb_column.border_style_solid > .n-sticky > .vc_column-inner { 571 border-style: solid; 572 }.wpb_column.child_column.el_spacing_10px > .vc_column-inner > .wpb_wrapper > div:not(:last-child), 573 .wpb_column.child_column.el_spacing_10px > .n-sticky > .vc_column-inner > .wpb_wrapper > div:not(:last-child) { 574 margin-bottom: 10px; 575 } 576 577 .col.padding-5-percent > .vc_column-inner, 578 .col.padding-5-percent > .n-sticky > .vc_column-inner { 579 padding: calc(600px * 0.06); 580 } 581 582 @media only screen and (max-width: 690px) { 583 .col.padding-5-percent > .vc_column-inner, 584 .col.padding-5-percent > .n-sticky > .vc_column-inner { 585 padding: calc(100vw * 0.06); 586 } 587 } 588 589 @media only screen and (min-width: 1000px) { 590 .col.padding-5-percent > .vc_column-inner, 591 .col.padding-5-percent > .n-sticky > .vc_column-inner { 592 padding: calc((100vw - 180px) * 0.05); 593 } 594 .column_container:not(.vc_col-sm-12) .col.padding-5-percent > .vc_column-inner { 595 padding: calc((100vw - 180px) * 0.025); 596 } 597 } 598 599 @media only screen and (min-width: 1425px) { 600 .col.padding-5-percent > .vc_column-inner { 601 padding: calc(1245px * 0.05); 602 } 603 .column_container:not(.vc_col-sm-12) .col.padding-5-percent > .vc_column-inner { 604 padding: calc(1245px * 0.025); 605 } 606 } 607 608 609 .full-width-content .col.padding-5-percent > .vc_column-inner { 610 padding: calc(100vw * 0.05); 611 } 612 613 @media only screen and (max-width: 999px) { 614 .full-width-content .col.padding-5-percent > .vc_column-inner { 615 padding: calc(100vw * 0.06); 616 } 617 }@media only screen and (min-width: 1000px) { 618 .full-width-content .column_container:not(.vc_col-sm-12) .col.padding-5-percent > .vc_column-inner { 619 padding: calc(100vw * 0.025); 620 } 621 }
622 body[data-aie] .col[data-padding-pos="left"] > .vc_column-inner, 623 body #ajax-content-wrap .col[data-padding-pos="left"] > .vc_column-inner, 624 #ajax-content-wrap .col[data-padding-pos="left"] > .n-sticky > .vc_column-inner { 625 padding-right:0; 626 padding-top:0; 627 padding-bottom:0 628 }.wpb_column.child_column.el_spacing_0px > .vc_column-inner > .wpb_wrapper > div:not(:last-child), 629 .wpb_column.child_column.el_spacing_0px > .n-sticky > .vc_column-inner > .wpb_wrapper > div:not(:last-child) { 630 margin-bottom: 0px; 631 }@media only screen , print { 632 .wpb_column.force-desktop-text-align-left, 633 .wpb_column.force-desktop-text-align-left .col { 634 text-align: left!important; 635 } 636 637 .wpb_column.force-desktop-text-align-right, 638 .wpb_column.force-desktop-text-align-right .col { 639 text-align: right!important; 640 } 641 642 .wpb_column.force-desktop-text-align-center, 643 .wpb_column.force-desktop-text-align-center .col, 644 .wpb_column.force-desktop-text-align-center .vc_custom_heading, 645 .wpb_column.force-desktop-text-align-center .nectar-cta { 646 text-align: center!important; 647 } 648 649 .wpb_column.force-desktop-text-align-center .img-with-aniamtion-wrap img { 650 display: inline-block; 651 } 652 } 653 .nectar-split-heading .heading-line{ 654 display:block; 655 overflow:hidden; 656 position:relative 657 } 658 .nectar-split-heading .heading-line >div{ 659 display:block; 660 transform:translateY(200%); 661 -webkit-transform:translateY(200%) 662 } 663 664 .nectar-split-heading h1{ 665 margin-bottom:0 666 }@media only screen and (min-width: 1000px) { 667 .nectar-split-heading[data-custom-font-size="true"] h1, 668 .nectar-split-heading[data-custom-font-size="true"] h2, 669 .row .nectar-split-heading[data-custom-font-size="true"] h3, 670 .row .nectar-split-heading[data-custom-font-size="true"] h4, 671 .row .nectar-split-heading[data-custom-font-size="true"] h5, 672 .row .nectar-split-heading[data-custom-font-size="true"] h6, 673 .row .nectar-split-heading[data-custom-font-size="true"] i { 674 font-size: inherit; 675 line-height: inherit; 676 } 677 }.nectar-split-heading.font_line_height_1-6 { 678 line-height: 1.6!important; 679 } 680 .nectar-split-heading.font_line_height_1-6 * { 681 line-height: 1.6!important; 682 }@media only screen , print { 683 #ajax-content-wrap .font_size_14px.nectar-split-heading, 684 .font_size_14px.nectar-split-heading { 685 font-size: 14px!important; 686 } 687 }@media only screen , print { 688 #ajax-content-wrap .font_size_14px.nectar-split-heading, 689 .font_size_14px.nectar-split-heading, 690 #header-outer .font_size_14px.nectar-split-heading { 691 font-size: 14px!important; 692 } 693 }@media only screen and (max-width: 999px) { 694 #ajax-content-wrap .font_size_tablet_16px.nectar-split-heading, 695 .font_size_tablet_16px.nectar-split-heading { 696 font-size: 16px!important; 697 } 698 }@media only screen and (max-width: 999px) { 699 #ajax-content-wrap .container-wrap .font_size_tablet_16px.nectar-split-heading, 700 .container-wrap .font_size_tablet_16px.nectar-split-heading, 701 #header-outer .font_size_tablet_16px.nectar-split-heading { 702 font-size: 16px!important; 703 } 704 }#ajax-content-wrap .font_line_height_1-6.nectar-split-heading, 705 body .font_line_height_1-6.nectar-split-heading { 706 line-height: 1.6; 707 }.centered-text .nectar-split-heading[data-animation-type="line-reveal-by-space"] h1, 708 .centered-text .nectar-split-heading[data-animation-type="line-reveal-by-space"] h2, 709 .centered-text .nectar-split-heading[data-animation-type="line-reveal-by-space"] h3, 710 .centered-text .nectar-split-heading[data-animation-type="line-reveal-by-space"] h4 { 711 margin: 0 auto; 712 } 713 .nectar-split-heading[data-animation-type="line-reveal-by-space"]:not(.markup-generated) { 714 opacity: 0; 715 } 716 .nectar-split-heading[data-animation-type="line-reveal-by-space"]:not(.markup-generated).animated-in { 717 opacity: 1; 718 } 719 @media only screen and (max-width: 999px) { 720 .nectar-split-heading[data-m-rm-animation="true"] { 721 opacity: 1!important; 722 } 723 } 724 725 .nectar-split-heading[data-animation-type="line-reveal-by-space"] > * > span { 726 position: relative; 727 display: inline-block; 728 overflow: hidden; 729 } 730 731 .nectar-split-heading[data-animation-type="line-reveal-by-space"] span { 732 vertical-align: bottom; 733 } 734 735 .nectar-split-heading[data-animation-type="line-reveal-by-space"] span { 736 line-height: 1.2; 737 } 738 739 @media only screen and (min-width: 1000px) { 740 .nectar-split-heading[data-animation-type="line-reveal-by-space"]:not(.markup-generated) > * { 741 line-height: 1.2; 742 } 743 } 744 @media only screen and (max-width: 999px) { 745 .nectar-split-heading[data-animation-type="line-reveal-by-space"]:not([data-m-rm-animation="true"]):not(.markup-generated) > * { 746 line-height: 1.2; 747 } 748 } 749 750 .nectar-split-heading[data-animation-type="line-reveal-by-space"][data-stagger="true"]:not([data-text-effect*="letter-reveal"]) span .inner { 751 transition: transform 1.2s cubic-bezier(0.25, 1, 0.5, 1), opacity 1.2s cubic-bezier(0.25, 1, 0.5, 1); 752 } 753 .nectar-split-heading[data-animation-type="line-reveal-by-space"] span .inner { 754 position: relative; 755 display: inline-block; 756 -webkit-transform: translateY(1.3em); 757 transform: translateY(1.3em); 758 } 759 .nectar-split-heading[data-animation-type="line-reveal-by-space"] span .inner.animated { 760 -webkit-transform: none; 761 transform: none; 762 opacity: 1; 763 }.nectar-split-heading[data-text-effect="none"] { 764 opacity: 1!important; 765 }.nectar-split-heading[data-animation-type="line-reveal-by-space"][data-align="left"] { 766 display: flex; 767 justify-content: flex-start; 768 } 769 .nectar-split-heading[data-animation-type="line-reveal-by-space"][data-align="center"] { 770 display: flex; 771 justify-content: center; 772 } 773 .nectar-split-heading[data-animation-type="line-reveal-by-space"][data-align="right"] { 774 display: flex; 775 justify-content: flex-end; 776 } 777 @media only screen and (max-width: 999px) { 778 .nectar-split-heading[data-animation-type="line-reveal-by-space"][data-m-align="left"] { 779 display: flex; 780 justify-content: flex-start; 781 } 782 .nectar-split-heading[data-animation-type="line-reveal-by-space"][data-m-align="center"] { 783 display: flex; 784 justify-content: center; 785 } 786 .nectar-split-heading[data-animation-type="line-reveal-by-space"][data-m-align="right"] { 787 display: flex; 788 justify-content: flex-end; 789 } 790 }@media only screen , print { 791 #ajax-content-wrap .font_size_desktop_14px.nectar-cta,
792 .font_size_desktop_14px.nectar-cta { 793 font-size: 14px; 794 } 795 }@media only screen , print { 796 #ajax-content-wrap .font_size_desktop_14px.nectar-cta, 797 .font_size_desktop_14px.nectar-cta, 798 #header-outer .font_size_desktop_14px.nectar-cta { 799 font-size: 14px; 800 } 801 }@media only screen , print { 802 #ajax-content-wrap .font_size_desktop_14px.nectar-cta *, 803 .font_size_desktop_14px.nectar-cta * { 804 font-size: 14px; 805 } 806 }@media only screen , print { 807 #ajax-content-wrap .font_size_desktop_14px.nectar-cta *, 808 .font_size_desktop_14px.nectar-cta *, 809 #header-outer .font_size_desktop_14px.nectar-cta * { 810 font-size: 14px; 811 } 812 }.nectar-cta.font_size_desktop_14px, 813 .nectar-cta.font_size_desktop_14px * { 814 line-height: 1.1; 815 }.nectar-cta.font_size_desktop_14px[data-style="underline"], 816 .nectar-cta.font_size_desktop_14px * { 817 line-height: 1.5; 818 }.nectar-button.small{ 819 border-radius:2px 2px 2px 2px; 820 font-size:12px; 821 padding:8px 14px; 822 color:#FFF; 823 box-shadow:0 -1px rgba(0,0,0,0.1) inset; 824 } 825 .nectar-button.small.see-through, 826 .nectar-button.small.see-through-2, 827 .nectar-button.small.see-through-3{ 828 padding-top:6px; 829 padding-bottom:6px 830 } 831 .nectar-button.small i{ 832 font-size:16px; 833 line-height:16px; 834 right:26px 835 } 836 .nectar-button.small i.icon-button-arrow{ 837 font-size:16px 838 } 839 .nectar-button.has-icon.small, 840 .nectar-button.tilt.has-icon.small{ 841 padding-left:33px; 842 padding-right:33px 843 } 844 .nectar-button.has-icon.small:hover span, 845 .nectar-button.tilt.small.has-icon span, 846 body.material .nectar-button.has-icon.small span { 847 -webkit-transform:translateX(-14px); 848 transform:translateX(-14px) 849 } 850 .nectar-button.small.has-icon:hover i, 851 .nectar-button.small.tilt.has-icon i { 852 -webkit-transform:translateX(10px); 853 transform:translateX(10px); 854 } 855 856 body.material .nectar-button.small i { 857 font-size: 14px; 858 } 859 body.material[data-button-style^="rounded"] .nectar-button.small i { 860 font-size: 12px; 861 } 862 @media only screen and (max-width: 999px) { 863 .nectar-cta.display_tablet_inherit { 864 display: inherit; 865 } 866 }@media only screen and (max-width: 999px) { .vc_row.inner_row.bottom_padding_tablet_10pct { 867 padding-bottom: 10%!important; 868 } }@media only screen and (max-width: 999px) { 869 body .wpb_column.force-tablet-text-align-left, 870 body .wpb_column.force-tablet-text-align-left .col { 871 text-align: left!important; 872 } 873 874 body .wpb_column.force-tablet-text-align-right, 875 body .wpb_column.force-tablet-text-align-right .col { 876 text-align: right!important; 877 } 878 879 body .wpb_column.force-tablet-text-align-center, 880 body .wpb_column.force-tablet-text-align-center .col, 881 body .wpb_column.force-tablet-text-align-center .vc_custom_heading, 882 body .wpb_column.force-tablet-text-align-center .nectar-cta { 883 text-align: center!important; 884 } 885 886 .wpb_column.force-tablet-text-align-center .img-with-aniamtion-wrap img { 887 display: inline-block; 888 } 889 }@media only screen and (max-width: 999px) { 890 body .nectar-cta.alignment_tablet_center, 891 body .nectar-next-section-wrap.alignment_tablet_center { 892 text-align: center; 893 } 894 }@media only screen and (max-width: 999px) { .vc_row.top_padding_tablet_6pct { 895 padding-top: 6%!important; 896 } }@media only screen and (max-width: 999px) { .wpb_column.child_column.bottom_margin_tablet_0px { 897 margin-bottom: 0px!important; 898 } }@media only screen and (max-width: 999px) { .vc_row.top_padding_tablet_12pct { 899 padding-top: 12%!important; 900 } }@media only screen and (max-width: 999px) { .vc_row.bottom_padding_tablet_12pct { 901 padding-bottom: 12%!important; 902 } }@media only screen and (max-width: 999px) { 903 .nectar-split-heading.font_size_tablet_16px * { 904 font-size: inherit!important; 905 } 906 }@media only screen and (max-width: 999px) { .vc_row.inner_row.top_padding_tablet_10px { 907 padding-top: 10px!important; 908 } }@media only screen and (max-width: 999px) { .vc_row.bottom_padding_tablet_6pct { 909 padding-bottom: 6%!important; 910 } }@media only screen and (max-width: 690px) { 911 html body .wpb_column.force-phone-text-align-left, 912 html body .wpb_column.force-phone-text-align-left .col { 913 text-align: left!important; 914 } 915 916 html body .wpb_column.force-phone-text-align-right, 917 html body .wpb_column.force-phone-text-align-right .col { 918 text-align: right!important; 919 } 920 921 html body .wpb_column.force-phone-text-align-center, 922 html body .wpb_column.force-phone-text-align-center .col, 923 html body .wpb_column.force-phone-text-align-center .vc_custom_heading, 924 html body .wpb_column.force-phone-text-align-center .nectar-cta { 925 text-align: center!important; 926 } 927 928 .wpb_column.force-phone-text-align-center .img-with-aniamtion-wrap img { 929 display: inline-block; 930 } 931 }@media only screen and (max-width: 690px) { 932 .nectar-cta.display_phone_inherit { 933 display: inherit; 934 } 935 }@media only screen and (max-width: 690px) { .wpb_column.child_column.bottom_margin_phone_40px { 936 margin-bottom: 40px!important; 937 } }@media only screen and (max-width: 690px) { #ajax-content-wrap body .vc_row.inner_row.left_padding_phone_10pct .row_col_wrap_12_inner { 938 padding-left: 10%!important; 939 } }@media only screen and (max-width: 690px) { #ajax-content-wrap body .vc_row.inner_row.right_padding_phone_10pct .row_col_wrap_12_inner { 940 padding-right: 10%!important; 941 } }@media only screen and (max-width: 690px) { .wpb_column.child_column.bottom_margin_phone_0px { 942 margin-bottom: 0px!important; 943 } }</style><div class="nectar-global-section nectar_hook_global_section_footer"><div class="container normal-container row"> 944 <div id="fws_6ab7159a0600c" data-column-margin="default" data-midnight="dark" data-top-percent="6%" data-bottom-percent="6%" class="wpb_row vc_row-fluid vc_row full-width-section top_padding_tablet_12pct bottom_padding_tablet_12pct" data-using-ctc="true" style="padding-top: calc(100vw * 0.06); padding-bottom: calc(100vw * 0.06); color: #ffffff; "><div class="row-bg-wrap" data-bg-animation="none" data-bg-animation-delay="" data-bg-overlay="false"><div class="inner-wrap row-bg-layer" ><div class="row-bg viewport-desktop using-bg-color" style="background-color: #4c338c; "></div></div></div><div class="nectar-shape-divider-wrap " style=" height:1px;" data-height="1" data-front="" data-style="straight_section" data-position="top" ><svg class="nectar-shape-divider" aria-hidden="true" fill="rgba(0,0,0,0.1)" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 100 10" preserveAspectRatio="none"> <polygon points="104 10, 104 0, 0 0, 0 10"></polygon> </svg></div><div class="nectar-shape-divider-wrap " style=" height:1px;" data-height="1" data-front="" data-style="straight_section" data-position="bottom" ><svg class="nectar-shape-divider" aria-hidden="true" fill="rgba(0,0,0,0.1)" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 100 10" preserveAspectRatio="none"> <polygon points="104 10, 104 0, 0 0, 0 10"></polygon> </svg></div><div class="row_col_wrap_12 col span_12 custom left"> 945 <div class="vc_col-sm-4 wpb_column column_container vc_column_container col has-animation no-extra-padding force-phone-text-align-center inherit_tablet inherit_phone border_style_solid " data-padding-pos="all" data-has-bg-color="false" data-bg-color="" data-bg-opacity="1" data-animation="fade-in-from-bottom" data-delay="0" > 946 <div class="vc_column-inner" > 947 <div class="wpb_wrapper"> 948 <div id="fws_6ab7159a08d79" data-midnight="" data-column-margin="default" class="wpb_row vc_row-fluid vc_row inner_row right_padding_40pct bottom_padding_tablet_10pct right_padding_phone_10pct left_padding_phone_10pct" style=""><div class="row-bg-wrap"> <div class="row-bg" ></div> </div><div class="row_col_wrap_12_inner col span_12 left"> 949 <div class="vc_col-sm-12 wpb_column column_container vc_column_container col child_column no-extra-padding el_spacing_10px inherit_tablet inherit_phone " data-padding-pos="all" data-has-bg-color="false" data-bg-color="" data-bg-opacity="1" data-animation="" data-delay="0" > 950 <div class="vc_column-inner" > 951 <div class="wpb_wrapper"> 952 953<div class="wpb_text_column wpb_content_element " > 954 <div class="wpb_wrapper"> 955 <h4>Consumer Mediation Service</h4> 956 </div> 957</div> 958 959 960 961<div class="nectar-split-heading font_size_14px font_size_tablet_16px font_line_height_1-6 " data-align="default" data-m-align="inherit" data-text-effect="none" data-animation-type="line-reveal-by-space" data-animation-delay="0" data-animation-offset="" data-m-rm-animation="" data-stagger="" data-custom-font-size="true" style="font-size: 14px; line-height: 21px;"><p >An independent public service to help consumers and businesses in the event of a dispute.</p></div><a class="nectar-button small regular extra-color-3 regular-button" role="button" style="color: #4c338c; background-color: #f2dbda;" href="https://consumerombudsman.be/submitting-a-file/" data-color-override="#f2dbda" data-hover-color-override="false" data-hover-text-color-override="#fff"><span>Submitting a file</span></a> 962 </div> 963 </div> 964 </div> 965</div></div> 966 </div> 967 </div> 968 </div> 969 970 <div class="vc_col-sm-8 wpb_column column_container vc_column_container col no-extra-padding force-phone-text-align-center inherit_tablet inherit_phone " data-padding-pos="all" data-has-bg-color="false" data-bg-color="" data-bg-opacity="1" data-animation="" data-delay="0" > 971 <div class="vc_column-inner" > 972 <div class="wpb_wrapper"> 973 <div id="fws_6ab7159a09a5f" data-midnight="" data-column-margin="50px" class="wpb_row vc_row-fluid vc_row inner_row" style=""><div class="row-bg-wrap"> <div class="row-bg" ></div> </div><div class="row_col_wrap_12_inner col span_12 left"> 974 <div class="vc_col-sm-6 wpb_column column_container vc_column_container col child_column has-animation padding-5-percent el_spacing_0px bottom_margin_phone_40px no-extra-padding_tablet no-extra-padding_phone " data-t-w-inherits="small_desktop" data-padding-pos="left" data-has-bg-color="false" data-bg-color="" data-bg-opacity="1" data-animation="fade-in-from-bottom" data-delay="150" > 975 <div class="vc_column-inner" > 976 <div class="wpb_wrapper"> 977 978<div class="wpb_text_column wpb_content_element vc_custom_1742209534182" > 979 <div class="wpb_wrapper"> 980 <h4>Address</h4> 981 </div> 982</div> 983 984 985 986<div class="nectar-split-heading font_size_14px font_size_tablet_16px font_line_height_1-6 " data-align="default" data-m-align="inherit" data-text-effect="none" data-animation-type="line-reveal-by-space" data-animation-delay="0" data-animation-offset="" data-m-rm-animation="" data-stagger="" data-custom-font-size="true" style="font-size: 14px; line-height: 21px;"><p >Boulevard du Roi Albert II 8 Bte 1 - 1000 Bruxelles<br /> 987Tel.: 02 702 52 00<br /> 988Fax.: 02/808.71.29<br />
989Company no. : 0553.755.479</p></div><div class="nectar-cta alignment_tablet_center alignment_phone_default display_tablet_inherit display_phone_inherit font_size_desktop_14px " data-color="default" data-using-bg="false" data-display="inline" data-style="underline" data-alignment="right" data-text-color="std" ><p> <span class="text">Read our </span><span class="link_wrap" style="padding-right: 25px; padding-left: 25px;"><a target="_blank" class="link_text" role="button" href="https://mediationconsommateur.be/wp-content/uploads/2025/01/20240906-Declaration-accessibilite.pdf">accessibility statement</a></span></p></div><div class="nectar-cta alignment_tablet_center alignment_phone_default display_tablet_inherit display_phone_inherit font_size_desktop_14px " data-color="default" data-using-bg="false" data-display="inline" data-style="underline" data-alignment="right" data-text-color="std" ><p> <span class="text">Read our </span><span class="link_wrap" style="padding-right: 25px; padding-left: 25px;"><a target="_blank" class="link_text" role="button" href="https://consumerombudsman.be/rules-of-procedure/">rules of procedure</a></span></p></div> 990 </div> 991 </div> 992 </div> 993 994 <div class="vc_col-sm-6 wpb_column column_container vc_column_container col child_column has-animation no-extra-padding force-desktop-text-align-left el_spacing_0px bottom_margin_tablet_0px bottom_margin_phone_0px inherit_tablet inherit_phone " data-t-w-inherits="small_desktop" data-padding-pos="all" data-has-bg-color="false" data-bg-color="" data-bg-opacity="1" data-animation="fade-in-from-bottom" data-delay="300" > 995 <div class="vc_column-inner" > 996 <div class="wpb_wrapper"> 997 998<div class="wpb_text_column wpb_content_element vc_custom_1728046841995" > 999 <div class="wpb_wrapper"> 1000 <h4>Contact</h4> 1001 </div> 1002</div> 1003 1004 1005 1006<div class="nectar-cta alignment_tablet_center alignment_phone_default display_tablet_inherit display_phone_inherit font_size_desktop_14px " data-color="default" data-using-bg="false" data-display="inline" data-style="underline" data-alignment="right" data-text-color="std" ><p> <span class="text">Tel : </span><span class="link_wrap" style="padding-right: 25px; padding-left: 25px;"><a class="link_text" role="button" href="tel:003227025220">02 702 52 00</a></span></p></div><div class="nectar-cta alignment_tablet_center alignment_phone_default display_tablet_inherit display_phone_inherit font_size_desktop_14px " data-color="default" data-using-bg="false" data-display="inline" data-style="underline" data-alignment="right" data-text-color="std" ><p> <span class="text">email </span><span class="link_wrap" style="padding-right: 25px; padding-left: 25px;"><a class="link_text" role="button" href="mailto:[email protected]">[email protected]</a></span></p></div> 1007<div class="wpb_text_column wpb_content_element " > 1008 <div class="wpb_wrapper"> 1009 </div> 1010</div> 1011 1012 1013 1014 1015 </div> 1016 </div> 1017 </div> 1018</div></div> 1019 </div> 1020 </div> 1021 </div> 1022</div></div> 1023 <div id="fws_6ab7159a0ad4d" data-column-margin="default" data-midnight="dark" class="wpb_row vc_row-fluid vc_row full-width-section top_padding_tablet_6pct bottom_padding_tablet_6pct" data-using-ctc="true" style="padding-top: 28px; padding-bottom: 28px; color: #ffffff; "><div class="row-bg-wrap" data-bg-animation="none" data-bg-animation-delay="" data-bg-overlay="false"><div class="inner-wrap row-bg-layer" ><div class="row-bg viewport-desktop using-bg-color" style="background-color: #4c338c; "></div></div></div><div class="row_col_wrap_12 col span_12 custom left"> 1024 <div class="vc_col-sm-6 wpb_column column_container vc_column_container col no-extra-padding force-tablet-text-align-center force-phone-text-align-center inherit_tablet inherit_phone " data-padding-pos="all" data-has-bg-color="false" data-bg-color="" data-bg-opacity="1" data-animation="" data-delay="0" > 1025 <div class="vc_column-inner" > 1026 <div class="wpb_wrapper"> 1027 <div class="nectar-split-heading font_size_14px font_size_tablet_16px font_line_height_1-6 " data-align="default" data-m-align="inherit" data-text-effect="none" data-animation-type="line-reveal-by-space" data-animation-delay="0" data-animation-offset="" data-m-rm-animation="" data-stagger="" data-custom-font-size="true" style="font-size: 14px; line-height: 21px;"><p >Copyright : Consumer Mediation Service</p></div> 1028 </div> 1029 </div> 1030 </div> 1031 1032 <div class="vc_col-sm-6 wpb_column column_container vc_column_container col no-extra-padding force-tablet-text-align-center force-phone-text-align-center inherit_tablet inherit_phone " data-padding-pos="all" data-has-bg-color="false" data-bg-color="" data-bg-opacity="1" data-animation="" data-delay="0" > 1033 <div class="vc_column-inner" > 1034 <div class="wpb_wrapper"> 1035 <div id="fws_6ab7159a0b2d3" data-midnight="" data-column-margin="default" class="wpb_row vc_row-fluid vc_row inner_row top_padding_tablet_10px" style=""><div class="row-bg-wrap"> <div class="row-bg" ></div> </div><div class="row_col_wrap_12_inner col span_12 right"> 1036 <div class="vc_col-sm-12 wpb_column column_container vc_column_container col child_column no-extra-padding el_spacing_0px inherit_tablet inherit_phone " data-padding-pos="all" data-has-bg-color="false" data-bg-color="" data-bg-opacity="1" data-animation="" data-delay="0" > 1037 <div class="vc_column-inner" > 1038 <div class="wpb_wrapper"> 1039 <div class="nectar-cta alignment_tablet_center alignment_phone_default display_tablet_inherit display_phone_inherit font_size_desktop_14px " data-color="default" data-using-bg="false" data-display="inline" data-style="underline" data-alignment="right" data-text-color="std" ><p> <span class="link_wrap" style="padding-right: 25px; padding-left: 25px;"><a class="link_text" role="button" href="https://consumerombudsman.be/privacy-statement/">Privacy Statement</a></span></p></div><div class="nectar-cta alignment_tablet_center alignment_phone_default display_tablet_inherit display_phone_inherit font_size_desktop_14px " data-color="default" data-using-bg="false" data-display="inline" data-style="underline" data-alignment="right" data-text-color="std" ><p> <span class="link_wrap" style="padding-right: 25px; padding-left: 25px;"><a class="link_text" role="button" href="https://consumerombudsman.be/cookie-policy/">Cookie Policy</a></span></p></div><div class="nectar-cta alignment_tablet_center alignment_phone_default display_tablet_inherit display_phone_inherit font_size_desktop_14px " data-color="default" data-using-bg="false" data-display="inline" data-style="underline" data-alignment="right" data-text-color="std" ><p> <span class="link_wrap" style="padding-right: 25px; padding-left: 25px;"><a class="link_text" role="button" href="https://consumerombudsman.be/legal-information/">Legal information</a></span></p></div> 1040 </div> 1041 </div> 1042 </div> 1043</div></div> 1044 </div> 1045 </div> 1046 </div> 1047</div></div> 1048<style type="text/css" data-type="vc_shortcodes-custom-css">.vc_custom_1742209534182{margin-bottom: 10px !important;}.vc_custom_1728046841995{margin-bottom: 10px !important;}</style> </div></div> 1049<div id="footer-outer" data-midnight="light" data-cols="4" data-custom-color="false" data-disable-copyright="true" data-matching-section-color="true" data-copyright-line="false" data-using-bg-img="false" data-bg-img-overlay="0.8" data-full-width="false" data-using-widget-area="false" data-link-hover="default"> 1050 1051 1052</div><!--/footer-outer--> 1053 1054 1055 <div id="slide-out-widget-area-bg" class="fullscreen-split hidden dark">
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We will call you back!\";}","asking_phone":{"fr_FR":["Veuillez indiquer votre num\u00e9ro de t\u00e9l\u00e9phone"],"de_DE":["Bitte geben Sie Ihre Telefonnummer an"],"en_GB":["Please provide your Phone number"],"nl_BE":["Geef uw telefoonnummer"],"nl_NL":["Veuillez indiquer votre num\u00e9ro de t\u00e9l\u00e9phone"],"en_US":["Geef uw telefoonnummer"]},"thank_for_phone":{"fr_FR":["Merci pour votre num\u00e9ro de t\u00e9l\u00e9phone"],"de_DE":["Danke f\u00fcr die Telefonnummer"],"en_GB":["Thank you for Phone number"],"nl_BE":["Bedankt voor uw telefoonnummer"],"nl_NL":["Merci pour votre num\u00e9ro de t\u00e9l\u00e9phone"],"en_US":["Bedankt voor uw telefoonnummer"]},"support_query":{"fr_FR":["Que fait le Service de M\u00e9diation pour le Consommateur ?","Qu\u2019est-ce que le Service de M\u00e9diation pour le Consommateur ne fait pas ?","Puis-je contacter le Service de M\u00e9diation pour le Consommateur pour n\u2019importe quel litige ?","Comment savoir si une entreprise est belge ? O\u00f9 puis-je trouver plus d\u2019information \u00e0 propos des entreprises ?","Dois-je d\u2019abord essayer de trouver par moi-m\u00eame une solution avec l\u2019entreprise ?","J\u2019ai d\u00e9j\u00e0 introduit ma plainte devant le tribunal. 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Kan de Consumentenombudsdienst nog tussenkomen?","Binnen welke termijn mag ik een antwoord verwachten ?","Wanneer wordt mijn aanvraag als volledig beschouwd ?","Wanneer wordt mijn aanvraag als ontvankelijk beschouwd?","Wat is het verschil tussen een onvolledige en een niet-ontvankelijke aanvraag?","Moeten de partijen zich houden aan de aanbevelingen van de Consumentenombudsdienst?","Welke stappen kan ik nog nemen na tussenkomst van de Consumentenombudsdienst?","Hoe wordt de Consumentenombudsdienst gefinancierd ?","Wat is de bijdrage die ondernemingen moeten betalen?","Moet ik betalen om mijn klacht te laten behandelen door de Consumentenombudsdienst?","Kan er verjaring optreden tijdens de behandeling van mijn klacht bij de Consumentenombudsdienst?","Moet ik mijn betwiste facturen betalen tijdens de behandeling van mijn klacht bij de Consumentenombudsdienst?","Wat kan ik doen als mijn aanvraag geen betrekking heeft tot de buitengerechtelijke geschillenregeling van de Consumentenombudsdienst?","Behandelt de Consumentenombudsdienst ook grensoverschrijdende geschillen?","Kan ik beroep aantekenen tegen een aanbeveling van de Consumentenombudsdienst?","Hoe verwerkt de COD mijn persoonsgegevens?"],"nl_NL":["Wat doet de Consumentenombudsdienst?","Wat doet de Consumentenombudsdienst niet?","Kan ik mij voor elk geschil tot de Consumentenombudsdienst richten?","Hoe weet ik of een onderneming Belgisch is? Waar vind ik meer informatie over ondernemingen?","Moet ik eerst proberen om zelf een oplossing te vinden met de onderneming?","Ik heb mijn zaak al ingeleid voor de rechtbank. Kan de Consumentenombudsdienst nog tussenkomen?","Binnen welke termijn mag ik een antwoord verwachten ?","Wanneer wordt mijn aanvraag als volledig beschouwd ?","Wanneer wordt mijn aanvraag als ontvankelijk beschouwd?","Wat is het verschil tussen een onvolledige en een niet-ontvankelijke aanvraag?","Moeten de partijen zich houden aan de aanbevelingen van de Consumentenombudsdienst?","Welke stappen kan ik nog nemen na tussenkomst van de Consumentenombudsdienst?","Hoe wordt de Consumentenombudsdienst gefinancierd ?","Wat is de bijdrage die ondernemingen moeten betalen?","Moet ik betalen om mijn klacht te laten behandelen door de Consumentenombudsdienst?","Kan er verjaring optreden tijdens de behandeling van mijn klacht bij de Consumentenombudsdienst?","Moet ik mijn betwiste facturen betalen tijdens de behandeling van mijn klacht bij de Consumentenombudsdienst?","Wat kan ik doen als mijn aanvraag geen betrekking heeft tot de buitengerechtelijke geschillenregeling van de Consumentenombudsdienst?","Behandelt de Consumentenombudsdienst ook grensoverschrijdende geschillen?","Kan ik beroep aantekenen tegen een aanbeveling van de Consumentenombudsdienst?","Hoe verwerkt de COD mijn persoonsgegevens?"],"en_US":["Que fait le Service de M\u00e9diation pour le Consommateur ?","Qu\u2019est-ce que le Service de M\u00e9diation pour le Consommateur ne fait pas ?","Puis-je contacter le Service de M\u00e9diation pour le Consommateur pour n\u2019importe quel litige ?","Comment savoir si une entreprise est belge ? O\u00f9 puis-je trouver plus d\u2019information \u00e0 propos des entreprises ?","Dois-je d\u2019abord essayer de trouver par moi-m\u00eame une solution avec l\u2019entreprise ?","J\u2019ai d\u00e9j\u00e0 introduit ma plainte devant le tribunal. Le Service de M\u00e9diation pour le Consommateur peut-il encore intervenir ?","Dans quel d\u00e9lai puis-je esp\u00e9rer une r\u00e9ponse ?","Quand ma demande est-elle consid\u00e9r\u00e9e comme compl\u00e8te ?","Quand ma plainte est-elle consid\u00e9r\u00e9e comme recevable ?","Quelle est la diff\u00e9rence entre une plainte incompl\u00e8te et une demande irrecevable ?","Les parties doivent-elles se conformer \u00e0 la recommandation du Service de M\u00e9diation pour le Consommateur ?","Quelles \u00e9tapes puis-je encore entreprendre apr\u00e8s l\u2019intervention du Service de M\u00e9diation pour le Consommateur ?","Comment est financ\u00e9 le Service de M\u00e9diation pour le Consommateur ?","Quel est le montant que le entreprises doivent payer ?","Dois-je payer pour le traitement d\u2019une plainte par le Service de M\u00e9diation pour le Consommateur ?","Des d\u00e9lais de prescription peuvent-ils s'appliquer pendant que ma plainte est trait\u00e9e par le Service de M\u00e9diation pour le Consommateur ?","Dois-je payer mes factures contest\u00e9es pendant le traitement de ma plainte par le Service de M\u00e9diation pour le Consommateur ?","Que puis-je faire si ma demande ne concerne pas la r\u00e9solution extrajudiciaire des litiges trait\u00e9es par le Service de M\u00e9diation pour le Consommateur ?","Le Service de M\u00e9diation pour le Consommateur traite-t-il aussi les litiges transfrontaliers ?","Puis-je faire appel d'une recommandation du Service de M\u00e9diation pour le Consommateur ?","Comment le Service de M\u00e9diation pour le Consommateur traite-t-il mes donn\u00e9es personnelles ?"]},"custom_intent":[""],"custom_intent_label":[""],"custom_intent_email":["0"],"custom_menu":[""],"custom_menu_link":[""],"custom_menu_target":["0"],"custom_menu_type":["link"],"custom_menu_linktype":["link"],"simple_response_intent":[{"id":"59","intent":"reactietijd, drie weken, 90 dagen, tijdlijn, verlenging, kennisgeving"}],"support_ans":{"fr_FR":["Le Service de M\u00e9diation pour le Consommateur recherche des solutions aux litiges de consommation. Nous le faisons de trois mani\u00e8res :\r\n\u003Cul\u003E\r\n \t\u003Cli\u003ENous vous donnons toutes les informations n\u00e9cessaires sur la diff\u00e9rence entre les avocats, les m\u00e9diateurs, les ombudsmans, etc. Ce faisant, nous favorisons \u00e9videmment la r\u00e9solution extrajudiciaire des litiges.\u003C/li\u003E\r\n \t\u003Cli\u003ENous vous orientons vers le service ad\u00e9quat et comp\u00e9tent. En effet, dans de nombreux secteurs, il existe un service (de m\u00e9diation) qui op\u00e8re sp\u00e9cifiquement dans ce secteur. C\u2019est \u00e9videmment lui qui peut le mieux vous aider.\u003C/li\u003E\r\n \t\u003Cli\u003ES\u2019il n\u2019existe pas de service sectoriel sp\u00e9cifique, nous assurons la m\u00e9diation aupr\u00e8s du Service de M\u00e9diation pour le Consommateur lui-m\u00eame. De cette mani\u00e8re, nous veillons \u00e0 ce que tout le monde soit aid\u00e9.\u003C/li\u003E\r\n\u003C/ul\u003E\r\nNous formulons \u00e9galement des recommandations aux entreprises et aux secteurs, ainsi qu\u2019au parlement et au gouvernement. En effet, sur la base de toutes les informations que nous recevons, nous pouvons \u00e9valuer correctement o\u00f9 il est n\u00e9cessaire de proc\u00e9der \u00e0 des ajustements.","\u003Cul\u003E\r\n \t\u003Cli\u003ENous ne sommes l'avocat ni du consommateur, ni de l'entreprise. Nous sommes un service ind\u00e9pendant et impartial qui cherche des solutions.\u003C/li\u003E\r\n \t\u003Cli\u003ENous ne pouvons pas imposer d'amendes ou de sanctions. La d\u00e9tection, la pr\u00e9vention et la sanction des infractions \u00e0 la r\u00e9glementation \u00e9conomique rel\u00e8vent de la justice et du SPF \u00c9conomie.\u003C/li\u003E\r\n \t\u003Cli\u003ENous ne traitons pas\u00a0:\r\n\u003Cul\u003E\r\n \t\u003Cli style=\"list-style-type: none;\"\u003E\r\n\u003Cul\u003E\r\n \t\u003Cli\u003ELes litiges entre deux entreprises\u003C/li\u003E\r\n \t\u003Cli\u003ELes litiges entre deux consommateurs\u003C/li\u003E\r\n \t\u003Cli\u003ELes litiges entre les autorit\u00e9s publiques et les citoyens\u003C/li\u003E\r\n \t\u003Cli\u003ELes plaintes concernant un autre service de m\u00e9diation\u003C/li\u003E\r\n \t\u003Cli\u003ELes litiges avec une entreprise \u00e9trang\u00e8re\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003C/li\u003E\r\n \t\u003Cli\u003EPour les plaintes concernant le fonctionnement d'une entreprise ou la d\u00e9nonciation d'une infraction \u00e0 la loi, veuillez-vous r\u00e9f\u00e9rer \u00e0 ConsumerConnect.\u003C/li\u003E\r\n\u003C/ul\u003E","Tout litige entre un consommateur et une entreprise belge sera examin\u00e9 par le Service de M\u00e9diation pour le Consommateur. S'il existe un service sectoriel (ombudsman), nous vous orientons de mani\u00e8re cibl\u00e9e. S'il n'en existe pas, nous assurons nous-m\u00eames la m\u00e9diation. De cette mani\u00e8re, nous garantissons que chaque litige a une chance d'\u00eatre r\u00e9solu \u00e0 l'amiable.\r\nNous ne traitons pas\u00a0:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003ELes litiges entre deux entreprises\u003C/li\u003E\r\n \t\u003Cli\u003ELes litiges entre deux consommateurs\u003C/li\u003E\r\n \t\u003Cli\u003ELes litiges entre les autorit\u00e9s publiques et les citoyens\u003C/li\u003E\r\n \t\u003Cli\u003ELes plaintes concernant un autre service de m\u00e9diation\u003C/li\u003E\r\n \t\u003Cli\u003ELes litiges avec une entreprise \u00e9trang\u00e8re\u003C/li\u003E\r\n\u003C/ul\u003E","Le Service de M\u00e9diation pour le Consommateur n'intervient qu'en cas de litiges avec des entreprises \u00e9tablies en Belgique. Nous nous basons sur les informations que nous trouvons dans la BCE (Banque Carrefour des Entreprises). Vous y trouverez toutes les informations relatives \u00e0 une entreprise, y compris le num\u00e9ro d'entreprise.\r\n\r\nSi un formulaire d'entreprise belge y est mentionn\u00e9, le SMC est comp\u00e9tent. En revanche, s'il est indiqu\u00e9 qu'il s'agit d'une soci\u00e9t\u00e9 \u00e9trang\u00e8re, le SMC n'est pas comp\u00e9tent.","\u003Cstrong\u003EOui\u003C/strong\u003E. Le Service de M\u00e9diation pour le Consommateur n'ouvrira un dossier que si vous pouvez prouver que vous avez vous-m\u00eame tent\u
147600e9 de trouver une solution avec l'entreprise.","\u003Cstrong\u003ENon\u003C/strong\u003E. Si votre affaire fait ou a fait l'objet d'une action en justice, elle ne peut pas \u00eatre soumise \u00e0 nouveau au Service de M\u00e9diation pour le Consommateur.","Le Service de M\u00e9diation pour le Consommateur s'efforce toujours de r\u00e9pondre \u00e0 vos questions le plus rapidement possible.\r\n\r\nNous vous informerons de la d\u00e9cision de poursuivre ou de refuser votre demande dans les trois semaines suivant la r\u00e9ception de la demande compl\u00e8te. En cas de refus, la d\u00e9cision sera motiv\u00e9e.\r\n\r\nDans un d\u00e9lai de 90 jours calendriers \u00e0 compter de la r\u00e9ception de la demande compl\u00e8te, nous communiquons aux parties le r\u00e9sultat du r\u00e8glement du litige.\r\nCe d\u00e9lai peut \u00eatre prolong\u00e9 une fois de la m\u00eame dur\u00e9e dans des circonstances exceptionnelles, \u00e0 condition que les parties aient \u00e9t\u00e9 inform\u00e9es avant l'expiration du premier d\u00e9lai et que cette prolongation soit justifi\u00e9e par la complexit\u00e9 du litige.","Afin de vous aider au mieux, nous avons absolument besoin des informations suivantes :\r\n\u003Cul\u003E\r\n \t\u003Cli\u003EUn expos\u00e9 concis et clair des faits ainsi que de la solution que vous proposez.\r\nLa preuve que vous avez d\u00e9j\u00e0 tent\u00e9 de r\u00e9soudre le litige par vous-m\u00eame.\r\nLes coordonn\u00e9es de l'entreprise : nom, adresse et num\u00e9ro d'entreprise le cas \u00e9ch\u00e9ant.\u003C/li\u003E\r\n \t\u003Cli\u003EVeillez \u00e0 v\u00e9rifier les autres d\u00e9tails ou informations :\u003C/li\u003E\r\n \t\u003Cli\u003EAi-je indiqu\u00e9 mon nom, mon pr\u00e9nom, ma date de naissance, mon adresse compl\u00e8te, mon num\u00e9ro de t\u00e9l\u00e9phone et mon adresse \u00e9lectronique, le cas \u00e9ch\u00e9ant ?\u003C/li\u003E\r\n \t\u003Cli\u003EAi-je d\u00e9crit ma plainte de mani\u00e8re suffisamment claire ?\u003C/li\u003E\r\n \t\u003Cli\u003EAi-je suffisamment d\u00e9crit mes attentes \u00e0 l'\u00e9gard du SMC ? Quelle est ma proposition concr\u00e8te pour r\u00e9soudre mon probl\u00e8me ?\u003C/li\u003E\r\n \t\u003Cli\u003EAi-je joint toutes les informations n\u00e9cessaires \u00e0 ma r\u00e9clamation : re\u00e7u, contrat, d\u00e9clarations, bon de commande, bon de livraison, extraits, facture, conditions g\u00e9n\u00e9rales, ... ?\u003C/li\u003E\r\n \t\u003Cli\u003EAi-je ajout\u00e9 toutes les communications (courriels, lettres, messages, ...) \u00e0 mon dossier ?\u003C/li\u003E\r\n \t\u003Cli\u003ESi je suis repr\u00e9sent\u00e9 : ai-je ajout\u00e9 \u00e0 mon formulaire de plainte une procuration pour ce tiers ?\u003C/li\u003E\r\n\u003C/ul\u003E","Pour \u00eatre recevable, et donc \u00eatre trait\u00e9e par le Service de M\u00e9diation pour le Consommateur, votre demande doit remplir plusieurs conditions.\r\n\r\nNous pouvons refuser votre dossier si :\r\n\u003Cul\u003E\r\n \t\u003Cli\u003Eil n'a pas \u00e9t\u00e9 d\u00e9pos\u00e9 au pr\u00e9alable aupr\u00e8s de l'entreprise concern\u00e9e ou,\u003C/li\u003E\r\n \t\u003Cli\u003Es'il a \u00e9t\u00e9 soumis \u00e0 l'entreprise concern\u00e9e il y a plus d'un an ou lorsque\u003C/li\u003E\r\n \t\u003Cli\u003Ele traitement de votre litige compromettrait le bon fonctionnement du Service de m\u00e9diation pour le Consommateur.\u003C/li\u003E\r\n\u003C/ul\u003E\r\nNous refuserons votre dossier dans tous les cas si :\r\n\u003Cul\u003E\r\n \t\u003Cli\u003Evotre plainte est fabriqu\u00e9e, offensante ou vexatoire ;\u003C/li\u003E\r\n \t\u003Cli\u003Evotre dossier est anonyme ou si nous ne pouvons pas identifier suffisamment l'autre partie,\u003C/li\u003E\r\n \t\u003Cli\u003Evotre dossier a d\u00e9j\u00e0 \u00e9t\u00e9 trait\u00e9 par une autre entit\u00e9 qualifi\u00e9e, ou si\u003C/li\u003E\r\n \t\u003Cli\u003Evotre plainte fait ou a d\u00e9j\u00e0 fait l'objet d'une action en justice.\u003C/li\u003E\r\n\u003C/ul\u003E","Nous ne pouvons pas traiter une demande irrecevable ; alors que nous essaierons de compl\u00e9ter ensemble une demande incompl\u00e8te. Toutefois, si votre dossier reste incomplet, nous ne pourrons pas non plus le traiter.","\u003Cstrong\u003ENon\u003C/strong\u003E. La proc\u00e9dure devant le Service de M\u00e9diation pour le consommateur est enti\u00e8rement sans obligation. Les entreprises qui ne suivent pas la recommandation du Service de M\u00e9diation pour le consommateur disposent d'un d\u00e9lai de trente jours calendrier pour nous notifier, ainsi qu'\u00e0 l'autre partie, leur avis motiv\u00e9.\r\n\r\nVous \u00eates toujours libre de saisir un tribunal apr\u00e8s une proc\u00e9dure aupr\u00e8s du Service de M\u00e9diation pour le consommateur.","Si vous n'\u00eates pas satisfait du r\u00e9sultat obtenu par le Service de M\u00e9diation pour le Consommateur, vous pouvez encore saisir le tribunal, de pr\u00e9f\u00e9rence en pr\u00e9sence d'un avocat.\r\n\r\nAucun recours n'est possible contre le d\u00e9roulement de la proc\u00e9dure aupr\u00e8s du Service de M\u00e9diation pour le Consommateur.","Les recettes du Service de M\u00e9diation pour le Consommateur sont triples et d\u00e9termin\u00e9es par la loi :\r\n\u003Col\u003E\r\n \t\u003Cli\u003Eune subvention imput\u00e9e au budget g\u00e9n\u00e9ral des d\u00e9penses ;\u003C/li\u003E\r\n \t\u003Cli\u003Eles contributions des entreprises impliqu\u00e9es dans le r\u00e8glement extrajudiciaire des litiges de consommation qui ne sont pas manifestement infond\u00e9s ;\u003C/li\u003E\r\n \t\u003Cli\u003Eune partie des \u00ab frais de m\u00e9diation \u00bb per\u00e7us pour financer les m\u00e9diateurs sectoriels qui sont membres du comit\u00e9 ex\u00e9cutif du Service de M\u00e9diation pour le Consommateur\u003C/li\u003E\r\n\u003C/ol\u003E","Les montants que les entreprises doivent payer sont fix\u00e9s dans l\u2019Arr\u00eat\u00e9 Royal du 1 mars 2018 ainsi\u00a0:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003E100 euro par demande \u00e0 partir de la 5\u00e8me demande trait\u00e9e pour le r\u00e8glement extra-judiciaire d\u2019un litige de consommation;\u003C/li\u003E\r\n \t\u003Cli\u003E200 euro par demande \u00e0 partir de la 20\u00e8me demande trait\u00e9e pour le r\u00e8glement extra-judiciaire d\u2019un litige de consommation;\u003C/li\u003E\r\n\u003C/ul\u003E\r\nCes montants sont adapt\u00e9s le 1er janvier de chaque ann\u00e9e sur base de l\u2019\u00e9volution de l\u2019indice des prix \u00e0 la consommation du mois de d\u00e9cembre. L\u2019indice de r\u00e9f\u00e9rence est celui du mois de d\u00e9cembre 2017.\r\n\r\nLes demandes trait\u00e9es \u00e0 prendre en consid\u00e9ration sont celles que le Service de M\u00e9diation pour le Consommateur a cl\u00f4tur\u00e9es avec une solution \u00e0 l\u2019amiable ou avec une recommandation au courant d\u2019une ann\u00e9e civile.","\u003Cstrong\u003ENon\u003C/strong\u003E. Introduire un dossier aupr\u00e8s du Service de M\u00e9diation pour le Consommateur est gratuit. Ceci \u00e9tant dit, seuls les consommateurs peuvent introduire un dossier.","\u003Cstrong\u003ENon\u003C/strong\u003E. \u00c0 partir de la date de r\u00e9ception de la demande compl\u00e8te, les d\u00e9lais de prescriptions de droit commun sont suspendus. La suspensions court jusqu'au jour o\u00f9 le Service de M\u00e9diation pour le Consommateur annonce aux deux parties :\r\n\u003Cul\u003E\r\n \t\u003Cli\u003EQue la demande de m\u00e9diation est refus\u00e9e;\u003C/li\u003E\r\n \t\u003Cli\u003EOu bien, de quel est le r\u00e9sultat de la m\u00e9diation.\u003C/li\u003E\r\n\u003C/ul\u003E","\u003Cstrong\u003ENon\u003C/strong\u003E. D\u00e8s que l'entreprise est inform\u00e9e de la r\u00e9ception de la demande compl\u00e8te par le SMC, elle doit suspendre toute proc\u00e9dure de recouvrement jusqu'au jour o\u00f9 elle est inform\u00e9e soit du refus du dossier aupr\u00e8s du Service de M\u00e9diation pour le Consommateur, soit du r\u00e9sultat de la m\u00e9diation.\r\n\r\nPar la suite, l'entreprise peut simplement recommencer la proc\u00e9dure de recouvrement.","\u003Cp class=\"p1\"\u003EPour toute information \u00e0 propos de vos droits et devoirs en tant que consommateur ou qu\u2019entreprise, nous vous renvoyons vers le site de \u003Ca href=\"https://consumerconnect.be/nl\"\u003E\u003Cspan class=\"s1\"\u003EConsumerConnect\u003C/span\u003E\u003C/
1476a\u003E et du \u003Ca href=\"https://www.eccbelgie.be/\"\u003E\u003Cspan class=\"s1\"\u003ECEC Belgi\u003C/span\u003E\u003C/a\u003E\u003Cspan class=\"s1\"\u003Eque\u003C/span\u003E.\u003C/p\u003E\r\n\u003Cp class=\"p1\"\u003EPour plus d\u2019informations \u00e0 propos de la m\u00e9diation, aussi entre consommateur ou filiales d\u2019entreprises, vous pouvez directement contacter la \u003Ca href=\"https://www.fbc-cfm.be/\"\u003E\u003Cspan class=\"s1\"\u003ECommission de M\u00e9diation f\u00e9d\u00e9rale\u003C/span\u003E\u003C/a\u003E.\u003C/p\u003E","\u003Cstrong\u003EOui:\u003C/strong\u003E\r\n\u003Cul\u003E\r\n \t\u003Cli\u003Esi le litige concerne un consommateur \u00e9tranger et une entreprise \u00e9tablie en Belgique.\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003Cstrong\u003ENon:\u003C/strong\u003E\r\n\u003Cul\u003E\r\n \t\u003Cli\u003Esi cela concerne un litige entre un consommateur belge et une entreprise qui n\u2019est pas \u00e9tablie en Belgique;\u003C/li\u003E\r\n \t\u003Cli\u003Esi cela concerne un litige entre un consommateur et une entreprise qui est active en Belgique mais n\u2019y a pas de si\u00e8ge social.\u003C/li\u003E\r\n\u003C/ul\u003E\r\nLorsque le SMC n\u2019est pas comp\u00e9tent, certains dossiers sont transmis au Centre Europ\u00e9en pour le Consommateur (CEC). Le dossier doit alors concern\u00e9 une entreprise ayant un si\u00e8ge social hors Belgique mais \u00e9tabli dans l\u2019un des pays de l\u2019Union Europ\u00e9enne + Norv\u00e8ge + Islande.\r\n\r\nLes dossiers contre les entreprises qui sont \u00e9tablies en-dehors des fronti\u00e8res de l\u2019Espace Economique Europ\u00e9en (E.E.E) ne peuvent ni \u00eatre trait\u00e9s, ni \u00eatre transf\u00e9r\u00e9s au CEC.","\u003Cstrong\u003ENon\u003C/strong\u003E, il n\u2019existe aucun recours contre le d\u00e9roulement de la proc\u00e9dure du Service de M\u00e9diation pour le Consommateur. Et ce \u00e9galement contre le r\u00e9sultat de la proc\u00e9dure.\r\nLes parties sont toujours libres de saisir le tribunal.","Pour des questions \u00e0 propos de la politique de confidentialit\u00e9 et le traitement de vos donn\u00e9es r\u00e9f\u00e9r\u00e9s vous \u00e0 notre d\u00e9claration de politique de confidentialit\u00e9."],"de_DE":["Der Ombudsdienst f\u00fcr Verbraucher sucht nach L\u00f6sungen f\u00fcr Verbraucherstreitigkeiten. Dies tun wir auf drei Arten:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003E\u00a0Wir informieren Sie erforderlichenfalls \u00fcber den Unterschied zwischen Anw\u00e4lten, Mediatoren, Ombudsm\u00e4nnern usw. Dabei konzentrieren wir uns selbstverst\u00e4ndlich auf eine au\u00dfergerichtliche Streitbeilegung.\u003C/li\u003E\r\n \t\u003Cli\u003E\u00a0Wir verweisen Sie an die richtige und zust\u00e4ndige Stelle. In vielen Sektoren gibt es n\u00e4mlich eine (Mediations-)Stelle, die sektorenspezifisch t\u00e4tig ist und Ihnen am besten behilflich sein kann.\u003C/li\u003E\r\n \t\u003Cli\u003E\u00a0Gibt es keine sektorenspezifische Stelle, gew\u00e4hrleisten wir die Mediation bei der Ombudsdienst f\u00fcr Verbraucher selbst. Auf diese Weise sorgen wir daf\u00fcr, dass allen geholfen wird.\u003C/li\u003E\r\n\u003C/ul\u003E\r\nDar\u00fcber hinaus erarbeiten wir Empfehlungen f\u00fcr Unternehmen und Sektoren sowie f\u00fcr das Parlament und die Regierung, da die Informationen, \u00fcber die wir verf\u00fcgen k\u00f6nnen, es uns erm\u00f6glichen einzusch\u00e4tzen, wo etwaige Anpassungen notwendig sind.","\u003Cul\u003E\r\n \t\u003Cli\u003E\u00a0Wir sind weder der Anwalt des Verbrauchers noch des Unternehmens. Wir sind eine unabh\u00e4ngige und unparteiische l\u00f6sungsorientierte Stelle.\u003C/li\u003E\r\n \t\u003Cli\u003E\u00a0Wir k\u00f6nnen keine Bu\u00dfgelder oder Sanktionen verh\u00e4ngen. Die Aufdeckung, Pr\u00e4vention und Ahndung von Verst\u00f6\u00dfen gegen die Wirtschaftsgesetze obliegt der Justiz und dem F\u00d6D Wirtschaft.\u003C/li\u003E\r\n \t\u003Cli\u003E\u00a0Wir k\u00fcmmern uns nicht um:\u003C/li\u003E\r\n \t\u003Cli style=\"list-style-type: none;\"\u003E\r\n\u003Cul\u003E\r\n \t\u003Cli\u003EStreitigkeiten zwischen zwei Unternehmen\u003C/li\u003E\r\n \t\u003Cli\u003EStreitigkeiten zwischen zwei Verbrauchern\u003C/li\u003E\r\n \t\u003Cli\u003EStreitigkeiten zwischen Beh\u00f6rden und B\u00fcrgern\u003C/li\u003E\r\n \t\u003Cli\u003EBeschwerden \u00fcber eine andere Mediationsstelle\u003C/li\u003E\r\n \t\u003Cli\u003EStreitigkeiten mit einem ausl\u00e4ndischen Unternehmen\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003C/li\u003E\r\n \t\u003Cli\u003E\u00a0F\u00fcr Beschwerden \u00fcber die Arbeitsweise eines Unternehmens oder die Meldung von Gesetzesverst\u00f6\u00dfen vgl. ConsumerConnect.\u003C/li\u003E\r\n\u003C/ul\u003E","Etwaige Streitigkeiten zwischen einem Verbraucher und einem belgischen Unternehmen werden von der Mediationsstelle gepr\u00fcft. Gibt es eine sektorenspezifische Stelle (Ombudsmann), leiten wir Sie gezielt weiter. Andernfalls \u00fcbernehmen wir die Mediation selbst, um sicherzustellen, dass jede Streitsache Aussicht auf eine einvernehmliche L\u00f6sung hat.\r\n\r\nWir k\u00fcmmern uns nicht um:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003EStreitigkeiten zwischen zwei Unternehmen\u003C/li\u003E\r\n \t\u003Cli\u003EStreitigkeiten zwischen zwei Verbrauchern\u003C/li\u003E\r\n \t\u003Cli\u003EStreitigkeiten zwischen Beh\u00f6rden und B\u00fcrgern\u003C/li\u003E\r\n \t\u003Cli\u003EBeschwerden \u00fcber einen anderen Mediationsstelle\u003C/li\u003E\r\n \t\u003Cli\u003EStreitigkeiten mit einem ausl\u00e4ndischen Unternehmen\u003C/li\u003E\r\n\u003C/ul\u003E","Die Mediationsstelle f\u00fcr Verbraucher wird nur bei Streitigkeiten mit Unternehmen t\u00e4tig, die in Belgien gesch\u00e4ftsans\u00e4ssig sind. Wir st\u00fctzen uns auf die Informationen, die wir in der Zentralen Datenbank der Unternehmen (ZDU) finden, die alle Daten eines Unternehmens einschlie\u00dflich der Eintragungsnummer zusammenfasst.\r\n\r\nWird dort ein belgisches Unternehmen erfasst, ist die Mediationsstelle f\u00fcr Verbraucher zust\u00e4ndig. Ist hingegen vermerkt, dass es sich um ein ausl\u00e4ndisches Unternehmen handelt, ist die Mediationsstelle f\u00fcr Verbraucher nicht zust\u00e4ndig.","\u003Cstrong\u003EJa\u003C/strong\u003E. Die Mediationsstelle f\u00fcr Verbraucher befasst sich einzig insofern mit der Sache, als Sie nachweisen k\u00f6nnen, dass Sie selbst versucht haben, mit dem Unternehmen eine L\u00f6sung herbeizuf\u00fchren.","\u003Cstrong\u003ENein\u003C/strong\u003E. Wenn Ihre Sache Gegenstand eines Gerichtsverfahrens ist oder war, kann die Mediationsstelle f\u00fcr Verbraucher nicht erneut mit ihr befasst werden.","Die Mediationsstelle ist stets bem\u00fcht, Ihre Fragen so schnell wie m\u00f6glich zu beantworten.\r\n\r\nWir werden Sie innerhalb von drei Wochen n
1476ach Eingang des vollst\u00e4ndigen Antrags dar\u00fcber informieren, ob wir Ihren Antrag weiterverfolgen oder ablehnen. Im Falle einer Ablehnung wird die Entscheidung begr\u00fcndet.\r\n\r\nInnerhalb von 90 Kalendertagen nach Eingang des vollst\u00e4ndigen Antrags teilen wir den Parteien das Ergebnis der Streitbeilegung mit.\r\n\r\nDiese Frist kann unter au\u00dfergew\u00f6hnlichen Umst\u00e4nden einmal um dieselbe Dauer verl\u00e4ngert werden, sofern die Parteien vor Ablauf der ersten Frist informiert wurden und die Komplexit\u00e4t der Streitsache eine Verl\u00e4ngerung rechtfertigt.","Um Ihnen bestm\u00f6glich behilflich zu sein, ben\u00f6tigen wir zwingend die folgenden Informationen:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003EEine kurze und klare Darstellung des Sachverhalts sowie der von Ihnen vorgeschlagenen L\u00f6sung.\u003C/li\u003E\r\n \t\u003Cli\u003EDer Nachweis, dass Sie bereits versucht haben, den Streitfall selbst zu l\u00f6sen.\u003C/li\u003E\r\n \t\u003Cli\u003EKontaktdaten des Unternehmens: Name, Anschrift und ggf. Eintragungsnummer.\u003C/li\u003E\r\n\u003C/ul\u003E\r\nBitte pr\u00fcfen Sie die \u00fcbrigen Angaben oder Informationen:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003EHabe ich meinen Namen, Vornamen, mein Geburtsdatum, meine vollst\u00e4ndige Adresse, Telefonnummer und E-Mail-Adresse angegeben?\u003C/li\u003E\r\n \t\u003Cli\u003EHabe ich meine Beschwerde klar und deutlich beschrieben?\u003C/li\u003E\r\n \t\u003Cli\u003EHabe ich meine Erwartungen an die Mediationsstelle au
1476sreichend beschrieben? Was ist mein konkreter Vorschlag zur L\u00f6sung meines Problems?\u003C/li\u003E\r\n \t\u003Cli\u003EHabe ich alle Informationen in Verbindung mit meiner Beschwerde beigef\u00fcgt: Quittung, Vertrag, Erkl\u00e4rungen, Bestellschein, Lieferschein, Ausz\u00fcge, Rechnung, Allgemeine Gesch\u00e4ftsbedingungen, ...?\u003C/li\u003E\r\n \t\u003Cli\u003EHabe ich den Schriftverkehr (E-Mails, Schreiben, Nachrichten, ...) allumfassend zu meinem Antrag hinzugef\u00fcgt?\u003C/li\u003E\r\n \t\u003Cli\u003EFalls ich vertreten werde: Habe ich meinem Beschwerdeformular eine Vollmacht f\u00fcr diese Drittperson hinzugef\u00fcgt?\u003C/li\u003E\r\n\u003C/ul\u003E","Um zul\u00e4ssig zu sein und von der Mediationsstelle bearbeitet zu werden, muss Ihr Antrag mehrere Bedingungen erf\u00fcllen.\r\n\r\nWir k\u00f6nnen Ihren Antrag ablehnen, sofern:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003Eer nicht im Vorfeld beim betreffenden Unternehmen eingereicht wurde oder\u003C/li\u003E\r\n \t\u003Cli\u003Eer dem betroffenen Unternehmen vor mehr als einem Jahr \u00fcbermittelt wurde bzw.\u003C/li\u003E\r\n \t\u003Cli\u003Edie Bearbeitung Ihrer Streitigkeit die ordnungsgem\u00e4\u00dfe Arbeitsweise der Mediationsstelle f\u00fcr Verbraucher gef\u00e4hrden w\u00fcrde.\u003C/li\u003E\r\n\u003C/ul\u003E\r\nWir werden Ihren Antrag auf jeden Fall ablehnen, falls:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003EIhre Beschwerde konstruiert, beleidigend oder dem\u00fctigend ist,\u003C/li\u003E\r\n \t\u003Cli\u003EIhr Antrag anonym ist oder wir die andere Partei nicht ausreichend identifizieren k\u00f6nnen,\u003C/li\u003E\r\n \t\u003Cli\u003EIhre Sache bereits von einer anderen zugelassenen Einrichtung bearbeitet wurde oder\u003C/li\u003E\r\n \t\u003Cli\u003EIhre Beschwerde Gegenstand eines Gerichtsverfahrens ist oder war.\u003C/li\u003E\r\n\u003C/ul\u003E","Einen unzul\u00e4ssigen Antrag k\u00f6nnen wir nicht bearbeiten, w\u00e4hrend wir bei einem unvollst\u00e4ndigen Antrag versuchen werden, ihn gemeinsam zu vervollst\u00e4ndigen. Bleibt Ihr Antrag hingegen unvollst\u00e4ndig, kann er nicht bearbeitet werden.","\u003Cstrong\u003ENein\u003C/strong\u003E. Das Verfahren vor der Mediationsstelle ist v\u00f6llig unverbindlich. Unternehmen, die der Empfehlung der Mediationsstelle nicht folgen, verf\u00fcgen \u00fcber eine Frist von 30 Kalendertagen, um uns und der anderen Partei ihre begr\u00fcndete Stellungnahme zu \u00fcbermitteln.\r\n\r\nEs steht Ihnen jederzeit frei, nach einem Verfahren bei der Mediationsstelle ein Gericht zu befassen.","Wenn Sie mit dem Ergebnis der Mediationsstelle f\u00fcr Verbraucher nicht zufrieden sind, haben Sie die M\u00f6glichkeit, m\u00f6glichst mit der Unterst\u00fctzung eines Rechtsanwalts das Gericht zu befassen.\r\n\r\nGegen die Entscheidung der Mediationsstelle k\u00f6nnen keine Rechtsmittel eingelegt werden.","Die Einnahmen der Mediationsstelle f\u00fcr Verbraucher st\u00fctzen sich auf drei unterschiedliche Quellen und sind gesetzlich festgelegt:\r\n\u003Col\u003E\r\n \t\u003Cli\u003Eein Zuschuss aus dem allgemeinen Ausgabenhaushalt,\u003C/li\u003E\r\n \t\u003Cli\u003EBeitr\u00e4ge von Unternehmen, die an der au\u00dfergerichtlichen Beilegung von Streitigkeiten beteiligt sind, welche offenkundig nicht unbegr\u00fcndet sind,\u003C/li\u003E\r\n \t\u003Cli\u003Eein Teil der \u201eMediationsgeb\u00fchren\u201c, die zur Finanzierung der sektorspezifischen Mediatoren erhoben werden, welche Mitglieder des Exekutivkomitees der Mediationsstelle f\u00fcr Verbraucher sind.\u003C/li\u003E\r\n\u003C/ol\u003E","Die Betr\u00e4ge, die Unternehmen zu zahlen haben, werden mit dem K\u00f6niglichen Erlass vom 1. M\u00e4rz 2018 wie folgt festgelegt:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003E100 Euro pro Antrag ab dem 5. bearbeiteten Antrag f\u00fcr die au\u00dfergerichtliche Beilegung einer Verbraucherstreitigkeit;\u003C/li\u003E\r\n \t\u003Cli\u003E200 Euro pro Antrag ab dem 20. bearbeiteten Antrag f\u00fcr die au\u00dfergerichtliche Beilegung einer Verbraucherstreitigkeit;\u003C/li\u003E\r\n\u003C/ul\u003E\r\nDiese Betr\u00e4ge werden am 1. Januar jedes Jahres auf der Grundlage der Entwicklung des Verbraucherpreisindexe
1476s f\u00fcr den Monat Dezember angepasst. Der Bezugsindex ist der Index f\u00fcr den Monat Dezember 2017.\r\n\r\nBer\u00fccksichtigt werden die bearbeiteten Antr\u00e4ge, die die Mediationsstelle im Laufe eines Kalenderjahres mit einer einvernehmlichen L\u00f6sung oder einer Empfehlung abschlie\u00dfend bearbeitet hat.","\u003Cstrong\u003ENein\u003C/strong\u003E. Die Einreichung eines Antrags bei der Mediationsstelle ist kostenlos. Allerdings haben einzig Verbraucher die M\u00f6glichkeit, einen Antrag einzureichen.","\u003Cstrong\u003ENein\u003C/strong\u003E. Ab dem Tag des Eingangs des vollst\u00e4ndigen Antrags werden die allgemeinen Verj\u00e4hrungsfristen ausgesetzt. Die Aussetzung beginnt an dem Tag, an dem die Mediationsstelle den beiden Parteien mitteilt\r\n\u003Cul\u003E\r\n \t\u003Cli\u003Edass der Antrag auf Schlichtung abgelehnt wird,\u003C/li\u003E\r\n \t\u003Cli\u003Ewie die Mediation ausgegangen ist.\u003C/li\u003E\r\n\u003C/ul\u003E","\u003Cstrong\u003ENein.\u003C/strong\u003E Sobald das Unternehmen \u00fcber den Eingang des vollst\u00e4ndigen Antrags bei der Mediationsstelle f\u00fcr Verbraucher informiert wurde, muss dasselbe etwaige Inkassoverfahren bis zu dem Tag aussetzen, an dem es entweder \u00fcber die Ablehnung des Antrags durch die Mediationsstelle oder \u00fcber das Ergebnis der Schlichtung informiert wird.\r\n\r\nAnschlie\u00dfend kann das Unternehmen das Inkassoverfahren neu einleiten.","S\u00e4mtliche Informationen \u00fcber Ihre Rechte und Pflichten als Verbraucher oder Unternehmen finden Sie auf der Website von \u003Ca href=\"https://consumerconnect.be/nl\"\u003EConsumerConnect \u003C/a\u003Eund des \u003Ca href=\"https://www.eccbelgie.be/\"\u003ECEC \u003Cu\u003EBelgien\u003C/u\u003E\u003C/
1476a\u003E.\r\n\r\nF\u00fcr weitere Informationen \u00fcber die Mediation - auch zwischen Verbrauchern oder Konzerngesellschaften - k\u00f6nnen Sie sich direkt an die \u003Ca href=\"https://www.fbc-cfm.be/\"\u003EMediationskommission\u003C/a\u003E des Bundes wenden.","Ja\r\n\u003Cul\u003E\r\n \t\u003Cli\u003Esofern die Streitigkeit einen ausl\u00e4ndischen Verbraucher und ein in Belgien gesch\u00e4ftsans\u00e4ssiges Unternehmen betrifft.\u003C/li\u003E\r\n\u003C/ul\u003E\r\nNein\r\n\u003Cul\u003E\r\n \t\u003Cli\u003Esofern es sich um eine Streitigkeit zwischen einem belgischen Verbraucher und einem Unternehmen handelt, das nicht in Belgien ans\u00e4ssig ist;\u003C/li\u003E\r\n \t\u003Cli\u003Esofern es sich um eine Streitigkeit zwischen einem Verbraucher und einem Unternehmen handelt, das in Belgien t\u00e4tig ist, dort aber keinen Gesch\u00e4ftssitz hat.\u003C/li\u003E\r\n\u003C/ul\u003E\r\nIst die Mediationsstelle nicht zust\u00e4ndig ist, werden bestimmte Antr\u00e4ge an das \u003Cu\u003EE\u003Ca href=\"https://www.eccbelgie.be/\"\u003Europ\u00e4ische Verbraucherzentrum (ZEV) \u003C/a\u003E\u003C/u\u003Eweitergeleitet In diesem Fall muss der Antrag ein Unternehmen betreffen, dass seinen Hauptgesch\u00e4ftssitzsitz au\u00dferhalb Belgiens, aber in einem der L\u00e4nder der Europ\u00e4ischen Union + Norwegen + Island hat.\r\n\r\nAntr\u00e4ge gegen Unternehmen, die au\u00dferhalb der Grenzen des Europ\u00e4ischen Wirtschaftsraums (EWR) gesch\u00e4ftsans\u00e4ssig sind, k\u00f6nnen nicht bearbeitet oder an das ZEV weitergeleitet werden.","\u003Cstrong\u003ENein\u003C/strong\u003E, es k\u00f6nnen keine Rechtsmittel gegen den Verlauf oder die Entscheidung der Mediationsstelle f\u00fcr Verbraucher eingelegt werden.\r\n\r\nDie Parteien haben jedoch jederzeit die M\u00f6glichkeit, gerichtlich vorzugehen.","Bei Fragen zur Vertraulichkeitspolitik und zur Verarbeitung Ihrer Daten verweisen wir Sie auf unsere Datenschutzerkl\u00e4rung."],"en_GB":["The Consumer Mediation Service seeks solutions to consumer disputes. We do this in three ways:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003EWe give you all the information you need to understand the differences between lawyers, mediators, ombudsmen and so on. In doing so, we obviously encourage out-of-court dispute resolution.\u003C/li\u003E\r\n \t\u003Cli\u003EWe will direct you to the appropriate and competent service. In many sectors, there is a (mediation) service that operates specifically in that sector. They are obviously the best people to help you.\u003C/li\u003E\r\n \t\u003Cli\u003EIf there is no specific sectoral service, we mediate with the Consumer Mediation Service on behalf of the consumer. In this way, we ensure that everyone is helped.\u003C/li\u003E\r\n\u003C/ul\u003E\r\nWe also make recommendations to companies and sectors, as well as to parliament and government. Indeed, on the basis of all the information we receive, we are well placed to assess correctly where changes are needed.","\u003Cul\u003E\r\n \t\u003Cli\u003EWe are neither the consumer's nor the company's lawyer. We are an independent and impartial service that seeks solutions.\u003C/li\u003E\r\n \t\u003Cli\u003EWe cannot impose fines or sanctions. The detection, prevention and punishment of breaches of economic regulations are the responsibility of the courts and the FPS Economy.\u003C/li\u003E\r\n \t\u003Cli\u003EWe do not handle:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003EDisputes between two companies\u003C/li\u003E\r\n \t\u003Cli\u003EDisputes between two consumers\u003C/li\u003E\r\n \t\u003Cli\u003EDisputes between public authorities and citizens\u003C/li\u003E\r\n \t\u003Cli\u003EComplaints concerning another mediation service\u003C/li\u003E\r\n \t\u003Cli\u003EDisputes with a foreign company\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003C/li\u003E\r\n \t\u003Cli\u003EFor complaints about the operation of a business or to report a breach of the law, please refer to ConsumerConnect.\u003C/li\u003E\r\n\u003C/ul\u003E","Any dispute between a consumer and a Belgian company will be examined by the Consumer Mediation Service. If there is a sectoral service (ombudsman), we will provide you with targeted guidance. If there is no such service, we will handle the mediation ourselves. In this way, we ensure that every dispute has a chance of being resolved amicably.\r\n\r\nWe do not handle:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003EDisputes between two companies\u003C/li\u003E\r\n \t\u003Cli\u003EDisputes between two consumers\u003C/li\u003E\r\n \t\u003Cli\u003EDisputes between public authorities and citizens\u003C/li\u003E\r\n \t\u003Cli\u003EComplaints concerning another mediation service\u003C/li\u003E\r\n \t\u003Cli\u003EDisputes with a foreign company\u003C/li\u003E\r\n\u003C/ul\u003E","The Consumer Mediation Service only intervenes in disputes with companies established in Belgium. We rely on the information we find in the BCE (Banque Carrefour des Entreprises). There you will find all the information relating to a company, including the company number.\r\n\r\nIf the form mentions a Belgian company, the CMS is competent. On the other hand, if it is indicated that the company is a foreign company, the CMS does not have jurisdiction.","\u003Cstrong\u003EYes\u003C/strong\u003E, the Consumer Mediation Service will only open a file if you can prove that you yourself have tried to find a solution with the company.","No. If your case is or has been the subject of legal proceedings, it cannot be submitted to the Consumer Mediation Service again.","We will inform you of the decision to continue or refuse your application within three weeks of receipt of the complete application. If your application is refused, we will give reasons for our decision.\r\n\r\nWithin 90 calendar days of receipt of the complete request We will inform the parties of the outcome of the dispute within 90 calendar days of receipt of the complete request.\r\n\r\nThis time limit may be extended once by the same amount of time in exceptional circumstances, provided that the parties have been informed before the expiry of the first time limit and that this extension is justified by the complexity of the dispute.","In order to help you as best we can, we must have the following information:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003EA concise, clear statement of the facts and your proposed solution.\u003C/li\u003E\r\n \t\u003Cli\u003EProof that you have already tried to resolve the dispute yourself.\u003C/li\u003E\r\n \t\u003Cli\u003ECompany details: name, address and company number if applicable.\u003C/li\u003E\r\n\u003C/ul\u003E\r\nBe sure to check the other details and information:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003EHave I given my full name, date of birth, full address, telephone number and e-mail address, if applicable?\u003C/li\u003E\r\n \t\u003Cli\u003EHave I described my complaint clearly enough?\u003C/li\u003E\r\n \t\u003Cli\u003EHave I adequately described my expectations of the MCMS? What is my concrete proposal for solving my problem?\u003C/li\u003E\r\n \t\u003Cli\u003EHave I included all the information necessary for my claim: receipt, contract, declarations, order form, delivery note, extracts, invoice, general conditions, etc.?\u003C/li\u003E\r\n \t\u003Cli\u003EHave I added all communications (emails, letters, messages, etc.) to my file?\u003C/li\u003E\r\n \t\u003Cli\u003EIf I am being represented, have I added a power of attorney for this third party to my complaint form?\u003C/li\u003E\r\n\u003C/ul\u003E","To be admissible, and therefore to be processed by the C
1476onsumer Mediation Service, your request must meet several conditions.\r\n\r\nWe may refuse your application if:\r\n\r\nit has not been filed in advance with the company concerned or,\r\n\r\nif it was submitted to the company concerned more than one year ago or\r\n\r\nif handling your dispute would compromise the smooth operation of the Consumer Mediation Service.\r\n\r\nWe will refuse your application in all cases if:\r\n\r\nyour complaint is fabricated, offensive or vexatious;\r\n\r\nyour file is anonymous or if we cannot sufficiently identify the other party,\r\n\r\nyour case has already been dealt with by another qualified body, or if\r\n\r\nyour complaint is or has already been the subject of legal action.","We cannot process an inadmissible application, whereas we will try to complete an incomplete application together. However, if your application remains incomplete, we will not be able to process it either.","No. The Consumer Mediation Service procedure is entirely without obligation. Businesses that do not follow the recommendation(s) of the Consumer Mediation Service have thirty calendar days to notify us and the other party of their reasoned opinion.\r\n\r\nYou are always free to go to court after a procedure with the Consumer Mediation Service.","If you are not satisfied with the result obtained by the Consumer Mediation Service, you can still go to court, preferably in the presence of a lawyer.\r\n\r\nNo appeal is possible against the outcome of the Consumer Mediation Service procedure.","The Consumer Mediation Service's revenue is threefold and determined by law. It consists of:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003Ea grant from the general expenditure budget;\u003C/li\u003E\r\n \t\u003Cli\u003Econtributions from companies involved in the out-of-court settlement of consumer disputes which are not manifestly unfounded;\u003C/li\u003E\r\n \t\u003Cli\u003Epart of the \"mediation fees\" collected to finance the sectoral mediators who are members of the Consumer Mediation Service's executive committee\u003C/li\u003E\r\n\u003C/ul\u003E","The amounts that companies must pay are set out in the Royal Decree of 1 March 2018 as follows:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003E100 euros per claim from the 5th claim processed for out-of-court settlement of a consumer dispute;\u003C/li\u003E\r\n \t\u003Cli\u003E200 euros per claim from the 20th claim processed for out-of-court settlement of a consumer dispute;\u003C/li\u003E\r\n\u003C/ul\u003E\r\nThese amounts are adjusted on 1January each year on the basis of the change in the consumer price index for the month of December. The reference index is that for December 2017.\r\n\r\nThe processed claims to be taken into consideration are those that the Consumer Mediation Service has closed with an amicable solution or with a recommendation in the course of a calendar year.","No. Submitting a case to the Consumer Mediation Service is free of charge. That said, only consumers can submit a case.","No. From the date of receipt of the complete request, the limitation periods under ordinary law are suspended. The suspension runs from the day on which the Consumer Mediation Service notifies both parties:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003EThat the request for mediation is refused\u003C/li\u003E\r\n \t\u003Cli\u003EOr the outcome of the mediation.\u003C/li\u003E\r\n\u003C/ul\u003E","No. As soon as the company is informed that the CMS has received the complete request, it must suspend all recovery proceedings until the day it is informed either that the case has been rejected by the Consumer Mediation Service or of the outcome of the mediation.\r\n\r\nThereafter, the company can simply restart the collection procedure.","For information on your rights and obligations as a consumer or business please visit the ConsumerConnect and ECC Belgium websites.\r\n\r\nFor more information about mediation, whether between consumers or company subsidiaries, you can contact the Federal Mediation Commission directly.","Yes:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003Eif the dispute concerns a foreign consumer and a company established in Belgium.\u003C/li\u003E\r\n\u003C/ul\u003E\r\nNo:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003Eif it concerns a dispute between a Belgian consumer and a company that is not established in Belgium;\u003C/li\u003E\r\n \t\u003Cli\u003Eif it concerns a dispute between a consumer and a business that is active in Belgium, but does not have its registered office there.\u003C/li\u003E\r\n\u003C/ul\u003E\r\nWhere the CMS does not have jurisdiction, certain cases are referred to the European Consumer Centre (ECC). The case must involve a company with a registered office outside Belgium, but established in one of the countries of the European Union + Norway + Iceland.\r\n\r\nCases against companies established outside the European Economic Area (EEA) cannot be processed or transferred to the ECC.","No, there is no recourse against the Consumer Mediation Service procedure. Nor against the outcome of the procedure.\r\n\r\nThe parties are always free to go to court.","For questions about our privacy policy and the processing of your data please refer to our privacy policy statement."],"nl_BE":["De Consumentenombudsdienst zoekt naar oplossingen bij consumentengeschillen. Dat doen we op drie manieren:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003EWe geven je alle informatie die je nodig hebt over het verschil tussen advocaten, bemiddelaars, ombudsmannen, etc.. We promoten daarbij uiteraard de buitengerechtelijke geschillenregeling;\u003C/li\u003E\r\n \t\u003Cli\u003EWe begeleiden je naar de juiste en bevoegde dienst. In veel sectoren bestaat er immers een (ombuds)dienst die specifiek in die sector actief is. Zij kunnen je uiteraard het best helpen;\u003C/li\u003E\r\n \t\u003Cli\u003EAls er geen sectorspecifieke dienst bestaat, zullen we bij de Consumentenombudsdienst zelf bemiddelen. Zo verzekeren we dat iedereen geholpen wordt.\u003C/li\u003E\r\n\u003C/ul\u003E\r\nDaarnaast maken we ook aanbeveling aan de ondernemingen en sectoren en aan het parlement en de regering. Op basis van alle informatie die we binnenkrijgen kunnen we immers goed inschatten waar het nodig is om bij te sturen.","\u003Cul\u003E\r\n \t\u003Cli\u003EWij zijn niet de advocaat van de consument. Ook niet van de onderneming. Wij zijn een onafhankelijke en onpartijdige dienst die zoekt naar oplossingen.\u003C/li\u003E\r\n \t\u003Cli\u003EWij kunnen geen boetes of straffen opleggen. Het opsporen, voorkomen en sanctioneren van inbreuken op de economische regelgeving is een taak van justitie en van de FOD Economie.\u003C/li\u003E\r\n \t\u003Cli\u003EWij behandelen geschillen tussen consumenten en Belgische ondernemingen geen\r\n\u003Cul\u003E\r\n \t\u003Cli style=\"list-style-type: none;\"\u003E\r\n\u003Cul\u003E\r\n \t\u003Cli\u003E\u00a0Geschillen tussen twee ondernemingen\u003C/li\u003E\r\n \t\u003Cli\u003EGeschillen tussen twee consumenten\u003C/li\u003E\r\n \t\u003Cli\u003EGeschillen tussen overheid en burger\u003C/li\u003E\r\n \t\u003Cli\u003EKlachten over een andere ombudsdienst\u003C/li\u003E\r\n \t\u003Cli\u003EGeschillen met een buitenlandse onderneming\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003C/li\u003E\r\n \t\u003Cli\u003EVoor klachten over de werking van een onderneming of het melden van een inbreuk op de wetgeving verwijzen we graag door naar \u003Ca href=\"https://consumerconnect.be/nl/meld-ons-iets\"\u003EConsumerConnect\u003C/a\u003E.\u003C/li\u003E\r\n\u003C/ul\u003E","Elk geschil tussen een consument en een Belgische onderneming zal door de Consumentenombudsdienst worden onderzocht. Als er een sectorspecifieke (ombuds)dienst bestaat dan zullen we je gericht doorsturen. Als die niet bestaat gaan
1476we zelf bemiddelen. Zo garanderen we dat elk geschil kans maakt op een buitengerechtelijke oplossing.\r\nWij behandelen geschillen tussen consumenten en Belgische ondernemingen geen\r\n\u003Cul\u003E\r\n \t\u003Cli\u003EGeschillen tussen twee ondernemingen\u003C/li\u003E\r\n \t\u003Cli\u003EGeschillen tussen twee consumenten\u003C/li\u003E\r\n \t\u003Cli\u003EGeschillen tussen overheid en burger\u003C/li\u003E\r\n \t\u003Cli\u003EKlachten over een andere ombudsdienst\u003C/li\u003E\r\n \t\u003Cli\u003EGeschillen met een buitenlandse onderneming\u003C/li\u003E\r\n\u003C/ul\u003E","De Consumentenombusddienst bemiddelt enkel bij geschillen met ondernemingen die in Belgi\u00eb gevestigd zijn. Wij baseren ons daarbij op de informatie die we vinden in de KBO (Kruispuntbank van Ondernemingen). Daar vind je alle informatie terug over een onderneming, inclusief het ondernemingsnummer.\r\n\r\nAls daar een Belgische ondernemingsvorm wordt vermeld, is de COD bevoegd. Als daarentegen vermeldt staat dat het om een buitenlandse onderneming gaat, dan is de COD niet bevoegd.","\u003Cstrong\u003EJa\u003C/strong\u003E. De Consumentenombudsdienst zal pas een dossier openen als je voldoende kan aantonen dat je zelf eerst geprobeerd hebt om tot een oplossing te komen met de onderneming.","\u003Cstrong\u003ENeen\u003C/strong\u003E. Als je zaak het voorwerp uitmaakt of heeft uitgemaakt van een vordering in rechte, kan deze niet nog eens worden voorgelegd aan de Consumentenombudsdienst.","De Consumentenombudsdienst probeert steeds zo snel mogelijk op je vragen te antwoorden.\r\n\r\nDe beslissing om de behandeling van je aanvraag verder te zetten of te weigeren delen we mee binnen een termijn van drie weken na ontvangst van de volledige aanvraag. In geval van weigering wordt de beslissing gemotiveerd\r\nBinnen een termijn van 90 kalenderdagen na ontvangst van de volledige aanvraag brengen we de uitkomst van de geschillenregeling ter kennis van de partijen.\r\n\r\nDeze termijn kan in uitzonderlijke omstandigheden eenmalig met eenzelfde periode worden verlengd op voorwaarde dat de partijen daarvan zijn ge\u00efnformeerd voor het verstrijken van de eerste termijn, en dat deze verlenging wordt gemotiveerd door de complexiteit van het geschil.","Om u zo goed mogelijk te kunnen helpen, hebben wij zeker volgende informatie nodig:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003EEen beknopte en duidelijke weergave van de feiten en uw voorstel tot oplossing;\u003C/li\u003E\r\n \t\u003Cli\u003EEen bewijs dat u zelf reeds geprobeerd hebt een oplossing te vinden voor het geschil;\u003C/li\u003E\r\n \t\u003Cli\u003EDe gegevens van de onderneming: naam, adres en eventueel het ondernemingsnummer.\u003C/li\u003E\r\n\u003C/ul\u003E\r\nKijk zeker ook de andere gegevens of informatie na:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003EHeb ik mijn naam, voornaam, geboortedatum, volledig adres, telefoonnummer en eventueel email adres vermeld?\u003C/li\u003E\r\n \t\u003Cli\u003EHeb ik mijn klacht voldoende duidelijk omschreven?\u003C/li\u003E\r\n \t\u003Cli\u003EHeb ik voldoende mijn verwachtingen ten aanzien van de Consumentenombudsdienst omschreven? Wat is mijn concreet voorstel naar een oplossing van mijn probleem toe?\u003C/li\u003E\r\n \t\u003Cli\u003EHeb ik alle noodzakelijke informatie toegevoegd aan mijn klacht: kasticket, contract, afrekeningen, bestelbon, leveringsbon, uittreksels, factuur, algemene voorwaarden, \u2026 ?\u003C/li\u003E\r\n \t\u003Cli\u003EHeb ik alle communicatie (e-mails, brieven, berichten,\u2026) toegevoegd aan mijn dossier?\u003C/li\u003E\r\n \t\u003Cli\u003EIndien ik mij laat vertegenwoordigen: heb ik een volmacht voor die derde partij toegevoegd aan mijn klachtenformulier?\u003C/li\u003E\r\n\u003C/ul\u003E","Om ontvankelijk te zijn, en dus te kunnen worden behandeld door de Consumentenombusdienst, moet je aanvraag beantwoorden aan ver
1476schillende voorwaarden.\r\n\r\nWe kunnen je dossier weigeren indien het\r\n\u003Cul\u003E\r\n \t\u003Cli\u003Eniet voorafgaandelijk bij de betrokken onderneming ingediend werd of,\u003C/li\u003E\r\n \t\u003Cli\u003Emeer dan een jaar geleden bij de betrokken onderneming ingediend werd of wanneer\u003C/li\u003E\r\n \t\u003Cli\u003Ede behandeling van je geschil de effectieve werking van de Consumentenombudsdienst in het gedrang zou brengen.\u003C/li\u003E\r\n\u003C/ul\u003E\r\nWe zullen je dossier in elk geval weigeren indien\r\n\u003Cul\u003E\r\n \t\u003Cli\u003Eje klacht verzonnen, kwetsend of eerrovend is;\u003C/li\u003E\r\n \t\u003Cli\u003Eje dossier anoniem is of indien we de tegenpartij onvoldoende kunnen identificeren;\u003C/li\u003E\r\n \t\u003Cli\u003Eje dossier reeds door een andere gekwalificeerde entiteit werd behandeld, of indien;\u003C/li\u003E\r\n \t\u003Cli\u003Eje klacht reeds het voorwerp uitmaakt of heeft uitgemaakt van een vordering in rechte.\u003C/li\u003E\r\n\u003C/ul\u003E","Een niet-ontvankelijke aanvraag kunnen we niet behandelen, een onvolledige aanvraag zullen we samen proberen vervolledigen. Blijft je dossier echter onvolledig, dan zullen ook dat niet kunnen behandelen.","\u003Cstrong\u003ENeen\u003C/strong\u003E. De procedure bij de Consumentenombudsdienst is volledig vrijblijvend. Ondernemingen die de aanbeveling van de Consumentenombudsdienst niet volgen, beschikken over een termijn van dertig kalenderdagen om hun gemotiveerd standpunt aan ons en aan de tegenpartij ter kennis te brengen.\r\n\r\nHet staat je steeds vrij om na een procedure bij de Consumentenombudsdienst alsnog naar de rechtbank te stappen","Als je niet tevreden bent van het bekomen resultaat bij de Consumentenombudsdienst, dan kan je nog steeds naar de rechtbank stappen, bij voorkeur in het bijzijn van een \u003Ca href=\"http://www.advocaat.be/\"\u003Eadvocaat\u003C/a\u003E.\r\n\r\nEr is geen beroep mogelijk tegen het verloop van de procedure bij de Consumentenombudsdienst.","De inkomsten van de Consumentenombudsdienst zijn drieledig en bij wet bepaald:\r\n\u003Col\u003E\r\n \t\u003Cli\u003Eeen subsidie ten laste van de algemene uitgavenbegroting;\u003C/li\u003E\r\n \t\u003Cli\u003Ebijdragen door de ondernemingen die betrokken zijn bij de buitengerechtelijke regeling van consumentengeschillen die niet onmiskenbaar ongegrond zijn;\u003C/li\u003E\r\n \t\u003Cli\u003Eeen gedeelte van de \"ombudsbijdragen\" die worden geheven ter financiering van de sectorale ombudsdiensten die lid zijn van het directiecomit\u00e9 van de Consumentenombudsdienst.\u003C/li\u003E\r\n\u003C/ol\u003E","De bijdrage die ondernemingen moeten betalen werd per 1 maart 2018 bij koninklijk besluit vastgesteld op:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003E100 euro per aanvraag vanaf de vijfde afgehandelde aanvraag voor buitengerechtelijke regeling van een consumentengeschil;\u003C/li\u003E\r\n \t\u003Cli\u003E200 euro per aanvraag vanaf de twintigste afgehandelde aanvraag voor buitengerechtelijke regeling van een consumentengeschil.\u003C/li\u003E\r\n\u003C/ul\u003E\r\nDeze bedragen worden per 1 januari van elk jaar aangepast aan de evolutie van de consumptieprijsindex volgens het indexcijfer van de maand december. Het referentie-indexcijfer is dit van de maand december 2017.\r\n\r\nDe in aanmerking te nemen afgehandelde aanvragen zijn deze die de Consumentenombudsdienst in een kalenderjaar afsluit met een minnelijke schikking tussen partijen of met een aanbeveling.","\u003Cstrong\u003ENeen\u003C/strong\u003E. Een dossier indienen bij de Consumentenombudsdienst is gratis. Let wel, enkel consumenten kunnen een dossier indienen.","\u003Cstrong\u003ENeen.\u003C/strong\u003E Vanaf de datum van ontvangst van de volledige aanvraag worden de verjaringstermijnen van gemeen recht geschorst. De schorsing loopt tot op de dag waarop de Consumentenombudsdienst aan de partijen meedeelt:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003Edat de behandeling van de aanvraag is geweigerd;\u003C/li\u003E\r\n \t\u003Cli\u003Eofwel, wat het resultaat is van de bemiddeling.\u003C/li\u003E\r\n\u003C/ul\u003E","\u003Cstrong\u003ENeen\u003C/strong\u003E. Van zodra de onderneming in kennis is gesteld van de ontvangst van de volledige aanvraag door de Consumentenombudsdienst moet ze elke invorderingsprocedure schorsen tot op de dag dat ze in kennis wordt gesteld van ofwel de weigering van het dossier bij de Consumentenombudsdienst ofwel van het resultaat is van de bemiddeling.\r\n\r\nNadien kan de onderneming de invorderingsprocedure wel gewoon heropstarten.","\u003Cp class=\"p1\"\u003EVoor alle informatie over rechten en plichten als consument of als onderneming verwijzen we door naar de websites van \u003Ca href=\"https://consumerconnect.be/nl\"\u003EConsumerConnect\u003C/a\u003E en van het \u003Ca href=\"https://www.eccbelgie.be/\"\u003EECC Belgi\u00eb\u003C/a\u003E.\u003C/p\u003E\r\n\u003Cp class=\"p1\"\u003EVoor meer informatie over bemiddeling, ook tussen consumenten of ondernemingen onderling, k
1476an u terecht bij de \u003Ca href=\"https://www.fbc-cfm.be/\"\u003EFederale Bemiddelingscommissie\u003C/a\u003E.\u003C/p\u003E","\u003Cstrong\u003EJa\u003C/strong\u003E:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003Eals het een geschil betreft tussen een buitenlandse consument en een onderneming die in Belgi\u00eb gevestigd is.\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003Cstrong\u003ENeen:\u003C/strong\u003E\r\n\u003Cul\u003E\r\n \t\u003Cli\u003Eals het gaat over een geschil tussen een Belgische consument en een onderneming die niet in Belgi\u00eb gevestigd is;\u003C/li\u003E\r\n \t\u003Cli\u003Eals het gaat over een geschil tussen een consument en een onderneming die wel actief is in Belgi\u00eb maar hier geen vestiging heeft.\u003C/li\u003E\r\n\u003C/ul\u003E\r\nWanneer de COD niet bevoegd is kan zij dossiers desgevallend doorsturen naar het\u003Ca href=\"https://www.eccbelgie.be/\"\u003E Europees Centrum voor de Consument\u003C/a\u003E (ECC). Het moet dan gaan om dossiers tegen een onderneming die gevestigd is buiten Belgi\u00eb maar wel in \u00e9\u00e9n van de lidstaten van de Europese Unie + Noorwegen en IJsland.\r\n\r\nDossiers tegen ondernemingen die gevestigd zijn buiten de grenzen van de Europees Economische Ruimte (E.E.R.) kunnen niet worden behandeld en ook niet worden doorgestuurd naar het ECC.","\u003Cstrong\u003ENeen. \u003C/strong\u003EEr is geen beroep mogelijk tegen het verloop van de procedure bij de Consumentenombudsdienst. Ook niet tegen de uitkomst van de procedure.\r\nHet staat de partijen steeds vrij om naar de rechtbank te stappen.","Voor vragen over privacy en de verwerking van gegevens verwijzen we door naar onze \u003Ca href=\"https://consumentenombudsdienst.be/sites/default/files/content/SMCDocuments/2018-05-15_-_privacyverklaring.pdf\"\u003Eprivacyverklaring\u003C/a\u003E."],"nl_NL":["De Consumentenombudsdienst zoekt naar oplossingen bij consumentengeschillen. Dat doen we op drie manieren:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003EWe geven je alle informatie die je nodig hebt over het verschil tussen advocaten, bemiddelaars, ombudsmannen, etc.. We promoten daarbij uiteraard de buitengerechtelijke geschillenregeling;\u003C/li\u003E\r\n \t\u003Cli\u003EWe begeleiden je naar de juiste en bevoegde dienst. In veel sectoren bestaat er immers een (ombuds)dienst die specifiek in die sector actief is. Zij kunnen je uiteraard het best helpen;\u003C/li\u003E\r\n \t\u003Cli\u003EAls er geen sectorspecifieke dienst bestaat, zullen we bij de Consumentenombudsdienst zelf bemiddelen. Zo verzekeren we dat iedereen geholpen wordt.\u003C/li\u003E\r\n\u003C/ul\u003E\r\nDaarnaast maken we ook aanbeveling aan de ondernemingen en sectoren en aan het parlement en de regering. Op basis van alle informatie die we binnenkrijgen kunnen we immers goed inschatten waar het nodig is om bij te sturen.","\u003Cul\u003E\r\n \t\u003Cli\u003EWij zijn niet de advocaat van de consument. Ook niet van de onderneming. Wij zijn een onafhankelijke en onpartijdige dienst die zoekt naar oplossingen.\u003C/li\u003E\r\n \t\u003Cli\u003EWij kunnen geen boetes of straffen opleggen. Het opsporen, voorkomen en sanctioneren van inbreuken op de economische regelgeving is een taak van justitie en van de FOD Economie.\u003C/li\u003E\r\n \t\u003Cli\u003EWij behandelen geschillen tussen consumenten en Belgische ondernemingen geen\r\n\u003Cul\u003E\r\n \t\u003Cli style=\"list-style-type: none;\"\u003E\r\n\u003Cul\u003E\r\n \t\u003Cli\u003E\u00a0Geschillen tussen twee ondernemingen\u003C/li\u003E\r\n \t\u003Cli\u003EGeschillen tussen twee consumenten\u003C/li\u003E\r\n \t\u003Cli\u003EGeschillen tussen overheid en burger\u003C/li\u003E\r\n \t\u003Cli\u003EKlachten over een andere ombudsdienst\u003C/li\u003E\r\n \t\u003Cli\u003EGeschillen met een buitenlandse onderneming\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003C/li\u003E\r\n \t\u003Cli\u003EVoor klachten over de werking van een onderneming of het melden van een inbreuk op de wetgeving verwijzen we graag door naar \u003Ca href=\"https://consumerconnect.be/nl/meld-ons-iets\"\u003EConsumerConnect\u003C/a\u003E.\u003C/li\u003E\r\n\u003C/ul\u003E","Elk geschil tussen een consument en een Belgische onderneming zal door de Consumentenombudsdienst worden onderzocht. Als er een sectorspecifieke (ombuds)dienst bestaat dan zullen we je gericht doorsturen. Als die niet bestaat gaan
1476we zelf bemiddelen. Zo garanderen we dat elk geschil kans maakt op een buitengerechtelijke oplossing.\r\nWij behandelen geschillen tussen consumenten en Belgische ondernemingen geen\r\n\u003Cul\u003E\r\n \t\u003Cli\u003EGeschillen tussen twee ondernemingen\u003C/li\u003E\r\n \t\u003Cli\u003EGeschillen tussen twee consumenten\u003C/li\u003E\r\n \t\u003Cli\u003EGeschillen tussen overheid en burger\u003C/li\u003E\r\n \t\u003Cli\u003EKlachten over een andere ombudsdienst\u003C/li\u003E\r\n \t\u003Cli\u003EGeschillen met een buitenlandse onderneming\u003C/li\u003E\r\n\u003C/ul\u003E","De Consumentenombusddienst bemiddelt enkel bij geschillen met ondernemingen die in Belgi\u00eb gevestigd zijn. Wij baseren ons daarbij op de informatie die we vinden in de KBO (Kruispuntbank van Ondernemingen). Daar vind je alle informatie terug over een onderneming, inclusief het ondernemingsnummer.\r\n\r\nAls daar een Belgische ondernemingsvorm wordt vermeld, is de COD bevoegd. Als daarentegen vermeldt staat dat het om een buitenlandse onderneming gaat, dan is de COD niet bevoegd.","\u003Cstrong\u003EJa\u003C/strong\u003E. De Consumentenombudsdienst zal pas een dossier openen als je voldoende kan aantonen dat je zelf eerst geprobeerd hebt om tot een oplossing te komen met de onderneming.","\u003Cstrong\u003ENeen\u003C/strong\u003E. Als je zaak het voorwerp uitmaakt of heeft uitgemaakt van een vordering in rechte, kan deze niet nog eens worden voorgelegd aan de Consumentenombudsdienst.","De Consumentenombudsdienst probeert steeds zo snel mogelijk op je vragen te antwoorden.\r\n\r\nDe beslissing om de behandeling van je aanvraag verder te zetten of te weigeren delen we mee binnen een termijn van drie weken na ontvangst van de volledige aanvraag. In geval van weigering wordt de beslissing gemotiveerd\r\nBinnen een termijn van 90 kalenderdagen na ontvangst van de volledige aanvraag brengen we de uitkomst van de geschillenregeling ter kennis van de partijen.\r\n\r\nDeze termijn kan in uitzonderlijke omstandigheden eenmalig met eenzelfde periode worden verlengd op voorwaarde dat de partijen daarvan zijn ge\u00efnformeerd voor het verstrijken van de eerste termijn, en dat deze verlenging wordt gemotiveerd door de complexiteit van het geschil.","Om u zo goed mogelijk te kunnen helpen, hebben wij zeker volgende informatie nodig:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003EEen beknopte en duidelijke weergave van de feiten en uw voorstel tot oplossing;\u003C/li\u003E\r\n \t\u003Cli\u003EEen bewijs dat u zelf reeds geprobeerd hebt een oplossing te vinden voor het geschil;\u003C/li\u003E\r\n \t\u003Cli\u003EDe gegevens van de onderneming: naam, adres en eventueel het ondernemingsnummer.\u003C/li\u003E\r\n\u003C/ul\u003E\r\nKijk zeker ook de andere gegevens of informatie na:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003EHeb ik mijn naam, voornaam, geboortedatum, volledig adres, telefoonnummer en eventueel email adres vermeld?\u003C/li\u003E\r\n \t\u003Cli\u003EHeb ik mijn klacht voldoende duidelijk omschreven?\u003C/li\u003E\r\n \t\u003Cli\u003EHeb ik voldoende mijn verwachtingen ten aanzien van de Consumentenombudsdienst omschreven? Wat is mijn concreet voorstel naar een oplossing van mijn probleem toe?\u003C/li\u003E\r\n \t\u003Cli\u003EHeb ik alle noodzakelijke informatie toegevoegd aan mijn klacht: kasticket, contract, afrekeningen, bestelbon, leveringsbon, uittreksels, factuur, algemene voorwaarden, \u2026 ?\u003C/li\u003E\r\n \t\u003Cli\u003EHeb ik alle communicatie (e-mails, brieven, berichten,\u2026) toegevoegd aan mijn dossier?\u003C/li\u003E\r\n \t\u003Cli\u003EIndien ik mij laat vertegenwoordigen: heb ik een volmacht voor die derde partij toegevoegd aan mijn klachtenformulier?\u003C/li\u003E\r\n\u003C/ul\u003E","Om ontvankelijk te zijn, en dus te kunnen worden behandeld door de Consumentenombusdienst, moet je aanvraag beantwoorden aan ver
1476schillende voorwaarden.\r\n\r\nWe kunnen je dossier weigeren indien het\r\n\u003Cul\u003E\r\n \t\u003Cli\u003Eniet voorafgaandelijk bij de betrokken onderneming ingediend werd of,\u003C/li\u003E\r\n \t\u003Cli\u003Emeer dan een jaar geleden bij de betrokken onderneming ingediend werd of wanneer\u003C/li\u003E\r\n \t\u003Cli\u003Ede behandeling van je geschil de effectieve werking van de Consumentenombudsdienst in het gedrang zou brengen.\u003C/li\u003E\r\n\u003C/ul\u003E\r\nWe zullen je dossier in elk geval weigeren indien\r\n\u003Cul\u003E\r\n \t\u003Cli\u003Eje klacht verzonnen, kwetsend of eerrovend is;\u003C/li\u003E\r\n \t\u003Cli\u003Eje dossier anoniem is of indien we de tegenpartij onvoldoende kunnen identificeren;\u003C/li\u003E\r\n \t\u003Cli\u003Eje dossier reeds door een andere gekwalificeerde entiteit werd behandeld, of indien;\u003C/li\u003E\r\n \t\u003Cli\u003Eje klacht reeds het voorwerp uitmaakt of heeft uitgemaakt van een vordering in rechte.\u003C/li\u003E\r\n\u003C/ul\u003E","Een niet-ontvankelijke aanvraag kunnen we niet behandelen, een onvolledige aanvraag zullen we samen proberen vervolledigen. Blijft je dossier echter onvolledig, dan zullen ook dat niet kunnen behandelen.","\u003Cstrong\u003ENeen\u003C/strong\u003E. De procedure bij de Consumentenombudsdienst is volledig vrijblijvend. Ondernemingen die de aanbeveling van de Consumentenombudsdienst niet volgen, beschikken over een termijn van dertig kalenderdagen om hun gemotiveerd standpunt aan ons en aan de tegenpartij ter kennis te brengen.\r\n\r\nHet staat je steeds vrij om na een procedure bij de Consumentenombudsdienst alsnog naar de rechtbank te stappen","Als je niet tevreden bent van het bekomen resultaat bij de Consumentenombudsdienst, dan kan je nog steeds naar de rechtbank stappen, bij voorkeur in het bijzijn van een \u003Ca href=\"http://www.advocaat.be/\"\u003Eadvocaat\u003C/a\u003E.\r\n\r\nEr is geen beroep mogelijk tegen het verloop van de procedure bij de Consumentenombudsdienst.","De inkomsten van de Consumentenombudsdienst zijn drieledig en bij wet bepaald:\r\n\u003Col\u003E\r\n \t\u003Cli\u003Eeen subsidie ten laste van de algemene uitgavenbegroting;\u003C/li\u003E\r\n \t\u003Cli\u003Ebijdragen door de ondernemingen die betrokken zijn bij de buitengerechtelijke regeling van consumentengeschillen die niet onmiskenbaar ongegrond zijn;\u003C/li\u003E\r\n \t\u003Cli\u003Eeen gedeelte van de \"ombudsbijdragen\" die worden geheven ter financiering van de sectorale ombudsdiensten die lid zijn van het directiecomit\u00e9 van de Consumentenombudsdienst.\u003C/li\u003E\r\n\u003C/ol\u003E","De bijdrage die ondernemingen moeten betalen werd per 1 maart 2018 bij koninklijk besluit vastgesteld op:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003E100 euro per aanvraag vanaf de vijfde afgehandelde aanvraag voor buitengerechtelijke regeling van een consumentengeschil;\u003C/li\u003E\r\n \t\u003Cli\u003E200 euro per aanvraag vanaf de twintigste afgehandelde aanvraag voor buitengerechtelijke regeling van een consumentengeschil.\u003C/li\u003E\r\n\u003C/ul\u003E\r\nDeze bedragen worden per 1 januari van elk jaar aangepast aan de evolutie van de consumptieprijsindex volgens het indexcijfer van de maand december. Het referentie-indexcijfer is dit van de maand december 2017.\r\n\r\nDe in aanmerking te nemen afgehandelde aanvragen zijn deze die de Consumentenombudsdienst in een kalenderjaar afsluit met een minnelijke schikking tussen partijen of met een aanbeveling.","\u003Cstrong\u003ENeen\u003C/strong\u003E. Een dossier indienen bij de Consumentenombudsdienst is gratis. Let wel, enkel consumenten kunnen een dossier indienen.","\u003Cstrong\u003ENeen.\u003C/strong\u003E Vanaf de datum van ontvangst van de volledige aanvraag worden de verjaringstermijnen van gemeen recht geschorst. De schorsing loopt tot op de dag waarop de Consumentenombudsdienst aan de partijen meedeelt:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003Edat de behandeling van de aanvraag is geweigerd;\u003C/li\u003E\r\n \t\u003Cli\u003Eofwel, wat het resultaat is van de bemiddeling.\u003C/li\u003E\r\n\u003C/ul\u003E","\u003Cstrong\u003ENeen\u003C/strong\u003E. Van zodra de onderneming in kennis is gesteld van de ontvangst van de volledige aanvraag door de Consumentenombudsdienst moet ze elke invorderingsprocedure schorsen tot op de dag dat ze in kennis wordt gesteld van ofwel de weigering van het dossier bij de Consumentenombudsdienst ofwel van het resultaat is van de bemiddeling.\r\n\r\nNadien kan de onderneming de invorderingsprocedure wel gewoon heropstarten.","\u003Cp class=\"p1\"\u003EVoor alle informatie over rechten en plichten als consument of als onderneming verwijzen we door naar de websites van \u003Ca href=\"https://consumerconnect.be/nl\"\u003EConsumerConnect\u003C/a\u003E en van het \u003Ca href=\"https://www.eccbelgie.be/\"\u003EECC Belgi\u00eb\u003C/a\u003E.\u003C/p\u003E\r\n\u003Cp class=\"p1\"\u003EVoor meer informatie over bemiddeling, ook tussen consumenten of ondernemingen onderling, k
1476an u terecht bij de \u003Ca href=\"https://www.fbc-cfm.be/\"\u003EFederale Bemiddelingscommissie\u003C/a\u003E.\u003C/p\u003E","\u003Cstrong\u003EJa\u003C/strong\u003E:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003Eals het een geschil betreft tussen een buitenlandse consument en een onderneming die in Belgi\u00eb gevestigd is.\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003Cstrong\u003ENeen:\u003C/strong\u003E\r\n\u003Cul\u003E\r\n \t\u003Cli\u003Eals het gaat over een geschil tussen een Belgische consument en een onderneming die niet in Belgi\u00eb gevestigd is;\u003C/li\u003E\r\n \t\u003Cli\u003Eals het gaat over een geschil tussen een consument en een onderneming die wel actief is in Belgi\u00eb maar hier geen vestiging heeft.\u003C/li\u003E\r\n\u003C/ul\u003E\r\nWanneer de COD niet bevoegd is kan zij dossiers desgevallend doorsturen naar het\u003Ca href=\"https://www.eccbelgie.be/\"\u003E Europees Centrum voor de Consument\u003C/a\u003E (ECC). Het moet dan gaan om dossiers tegen een onderneming die gevestigd is buiten Belgi\u00eb maar wel in \u00e9\u00e9n van de lidstaten van de Europese Unie + Noorwegen en IJsland.\r\n\r\nDossiers tegen ondernemingen die gevestigd zijn buiten de grenzen van de Europees Economische Ruimte (E.E.R.) kunnen niet worden behandeld en ook niet worden doorgestuurd naar het ECC.","\u003Cstrong\u003ENeen. \u003C/strong\u003EEr is geen beroep mogelijk tegen het verloop van de procedure bij de Consumentenombudsdienst. Ook niet tegen de uitkomst van de procedure.\r\nHet staat de partijen steeds vrij om naar de rechtbank te stappen.","Voor vragen over privacy en de verwerking van gegevens verwijzen we door naar onze \u003Ca href=\"https://consumentenombudsdienst.be/sites/default/files/content/SMCDocuments/2018-05-15_-_privacyverklaring.pdf\"\u003Eprivacyverklaring\u003C/a\u003E."],"en_US":["Le Service de M\u00e9diation pour le Consommateur recherche des solutions aux litiges de consommation. Nous le faisons de trois mani\u00e8res :\r\n\u003Cul\u003E\r\n \t\u003Cli\u003ENous vous donnons toutes les informations n\u00e9cessaires sur la diff\u00e9rence entre les avocats, les m\u00e9diateurs, les ombudsmans, etc. Ce faisant, nous favorisons \u00e9videmment la r\u00e9solution extrajudiciaire des litiges.\u003C/li\u003E\r\n \t\u003Cli\u003ENous vous orientons vers le service ad\u00e9quat et comp\u00e9tent. En effet, dans de nombreux secteurs, il existe un service (de m\u00e9diation) qui op\u00e8re sp\u00e9cifiquement dans ce secteur. C\u2019est \u00e9videmment lui qui peut le mieux vous aider.\u003C/li\u003E\r\n \t\u003Cli\u003ES\u2019il n\u2019existe pas de service sectoriel sp\u00e9cifique, nous assurons la m\u00e9diation aupr\u00e8s du Service de M\u00e9diation pour le Consommateur lui-m\u00eame. De cette mani\u00e8re, nous veillons \u00e0 ce que tout le monde soit aid\u00e9.\u003C/li\u003E\r\n\u003C/ul\u003E\r\nNous formulons \u00e9galement des recommandations aux entreprises et aux secteurs, ainsi qu\u2019au parlement et au gouvernement. En effet, sur la base de toutes les informations que nous recevons, nous pouvons \u00e9valuer correctement o\u00f9 il est n\u00e9cessaire de proc\u00e9der \u00e0 des ajustements.","\u003Cul\u003E\r\n \t\u003Cli\u003ENous ne sommes l'avocat ni du consommateur, ni de l'entreprise. Nous sommes un service ind\u00e9pendant et impartial qui cherche des solutions.\u003C/li\u003E\r\n \t\u003Cli\u003ENous ne pouvons pas imposer d'amendes ou de sanctions. La d\u00e9tection, la pr\u00e9vention et la sanction des infractions \u00e0 la r\u00e9glementation \u00e9conomique rel\u00e8vent de la justice et du SPF \u00c9conomie.\u003C/li\u003E\r\n \t\u003Cli\u003ENous ne traitons pas\u00a0:\r\n\u003Cul\u003E\r\n \t\u003Cli style=\"list-style-type: none;\"\u003E\r\n\u003Cul\u003E\r\n \t\u003Cli\u003ELes litiges entre deux entreprises\u003C/li\u003E\r\n \t\u003Cli\u003ELes litiges entre deux consommateurs\u003C/li\u003E\r\n \t\u003Cli\u003ELes litiges entre les autorit\u00e9s publiques et les citoyens\u003C/li\u003E\r\n \t\u003Cli\u003ELes plaintes concernant un autre service de m\u00e9diation\u003C/li\u003E\r\n \t\u003Cli\u003ELes litiges avec une entreprise \u00e9trang\u00e8re\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003C/li\u003E\r\n \t\u003Cli\u003EPour les plaintes concernant le fonctionnement d'une entreprise ou la d\u00e9nonciation d'une infraction \u00e0 la loi, veuillez-vous r\u00e9f\u00e9rer \u00e0 ConsumerConnect.\u003C/li\u003E\r\n\u003C/ul\u003E","Tout litige entre un consommateur et une entreprise belge sera examin\u00e9 par le Service de M\u00e9diation pour le Consommateur. S'il existe un service sectoriel (ombudsman), nous vous orientons de mani\u00e8re cibl\u00e9e. S'il n'en existe pas, nous assurons nous-m\u00eames la m\u00e9diation. De cette mani\u00e8re, nous garantissons que chaque litige a une chance d'\u00eatre r\u00e9solu \u00e0 l'amiable.\r\nNous ne traitons pas\u00a0:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003ELes litiges entre deux entreprises\u003C/li\u003E\r\n \t\u003Cli\u003ELes litiges entre deux consommateurs\u003C/li\u003E\r\n \t\u003Cli\u003ELes litiges entre les autorit\u00e9s publiques et les citoyens\u003C/li\u003E\r\n \t\u003Cli\u003ELes plaintes concernant un autre service de m\u00e9diation\u003C/li\u003E\r\n \t\u003Cli\u003ELes litiges avec une entreprise \u00e9trang\u00e8re\u003C/li\u003E\r\n\u003C/ul\u003E","Le Service de M\u00e9diation pour le Consommateur n'intervient qu'en cas de litiges avec des entreprises \u00e9tablies en Belgique. Nous nous basons sur les informations que nous trouvons dans la BCE (Banque Carrefour des Entreprises). Vous y trouverez toutes les informations relatives \u00e0 une entreprise, y compris le num\u00e9ro d'entreprise.\r\n\r\nSi un formulaire d'entreprise belge y est mentionn\u00e9, le SMC est comp\u00e9tent. En revanche, s'il est indiqu\u00e9 qu'il s'agit d'une soci\u00e9t\u00e9 \u00e9trang\u00e8re, le SMC n'est pas comp\u00e9tent.","\u003Cstrong\u003EOui\u003C/strong\u003E. Le Service de M\u00e9diation pour le Consommateur n'ouvrira un dossier que si vous pouvez prouver que vous avez vous-m\u00eame tent\u
147600e9 de trouver une solution avec l'entreprise.","\u003Cstrong\u003ENon\u003C/strong\u003E. Si votre affaire fait ou a fait l'objet d'une action en justice, elle ne peut pas \u00eatre soumise \u00e0 nouveau au Service de M\u00e9diation pour le Consommateur.","Le Service de M\u00e9diation pour le Consommateur s'efforce toujours de r\u00e9pondre \u00e0 vos questions le plus rapidement possible.\r\n\r\nNous vous informerons de la d\u00e9cision de poursuivre ou de refuser votre demande dans les trois semaines suivant la r\u00e9ception de la demande compl\u00e8te. En cas de refus, la d\u00e9cision sera motiv\u00e9e.\r\n\r\nDans un d\u00e9lai de 90 jours calendriers \u00e0 compter de la r\u00e9ception de la demande compl\u00e8te, nous communiquons aux parties le r\u00e9sultat du r\u00e8glement du litige.\r\nCe d\u00e9lai peut \u00eatre prolong\u00e9 une fois de la m\u00eame dur\u00e9e dans des circonstances exceptionnelles, \u00e0 condition que les parties aient \u00e9t\u00e9 inform\u00e9es avant l'expiration du premier d\u00e9lai et que cette prolongation soit justifi\u00e9e par la complexit\u00e9 du litige.","Afin de vous aider au mieux, nous avons absolument besoin des informations suivantes :\r\n\u003Cul\u003E\r\n \t\u003Cli\u003EUn expos\u00e9 concis et clair des faits ainsi que de la solution que vous proposez.\r\nLa preuve que vous avez d\u00e9j\u00e0 tent\u00e9 de r\u00e9soudre le litige par vous-m\u00eame.\r\nLes coordonn\u00e9es de l'entreprise : nom, adresse et num\u00e9ro d'entreprise le cas \u00e9ch\u00e9ant.\u003C/li\u003E\r\n \t\u003Cli\u003EVeillez \u00e0 v\u00e9rifier les autres d\u00e9tails ou informations :\u003C/li\u003E\r\n \t\u003Cli\u003EAi-je indiqu\u00e9 mon nom, mon pr\u00e9nom, ma date de naissance, mon adresse compl\u00e8te, mon num\u00e9ro de t\u00e9l\u00e9phone et mon adresse \u00e9lectronique, le cas \u00e9ch\u00e9ant ?\u003C/li\u003E\r\n \t\u003Cli\u003EAi-je d\u00e9crit ma plainte de mani\u00e8re suffisamment claire ?\u003C/li\u003E\r\n \t\u003Cli\u003EAi-je suffisamment d\u00e9crit mes attentes \u00e0 l'\u00e9gard du SMC ? Quelle est ma proposition concr\u00e8te pour r\u00e9soudre mon probl\u00e8me ?\u003C/li\u003E\r\n \t\u003Cli\u003EAi-je joint toutes les informations n\u00e9cessaires \u00e0 ma r\u00e9clamation : re\u00e7u, contrat, d\u00e9clarations, bon de commande, bon de livraison, extraits, facture, conditions g\u00e9n\u00e9rales, ... ?\u003C/li\u003E\r\n \t\u003Cli\u003EAi-je ajout\u00e9 toutes les communications (courriels, lettres, messages, ...) \u00e0 mon dossier ?\u003C/li\u003E\r\n \t\u003Cli\u003ESi je suis repr\u00e9sent\u00e9 : ai-je ajout\u00e9 \u00e0 mon formulaire de plainte une procuration pour ce tiers ?\u003C/li\u003E\r\n\u003C/ul\u003E","Pour \u00eatre recevable, et donc \u00eatre trait\u00e9e par le Service de M\u00e9diation pour le Consommateur, votre demande doit remplir plusieurs conditions.\r\n\r\nNous pouvons refuser votre dossier si :\r\n\u003Cul\u003E\r\n \t\u003Cli\u003Eil n'a pas \u00e9t\u00e9 d\u00e9pos\u00e9 au pr\u00e9alable aupr\u00e8s de l'entreprise concern\u00e9e ou,\u003C/li\u003E\r\n \t\u003Cli\u003Es'il a \u00e9t\u00e9 soumis \u00e0 l'entreprise concern\u00e9e il y a plus d'un an ou lorsque\u003C/li\u003E\r\n \t\u003Cli\u003Ele traitement de votre litige compromettrait le bon fonctionnement du Service de m\u00e9diation pour le Consommateur.\u003C/li\u003E\r\n\u003C/ul\u003E\r\nNous refuserons votre dossier dans tous les cas si :\r\n\u003Cul\u003E\r\n \t\u003Cli\u003Evotre plainte est fabriqu\u00e9e, offensante ou vexatoire ;\u003C/li\u003E\r\n \t\u003Cli\u003Evotre dossier est anonyme ou si nous ne pouvons pas identifier suffisamment l'autre partie,\u003C/li\u003E\r\n \t\u003Cli\u003Evotre dossier a d\u00e9j\u00e0 \u00e9t\u00e9 trait\u00e9 par une autre entit\u00e9 qualifi\u00e9e, ou si\u003C/li\u003E\r\n \t\u003Cli\u003Evotre plainte fait ou a d\u00e9j\u00e0 fait l'objet d'une action en justice.\u003C/li\u003E\r\n\u003C/ul\u003E","Nous ne pouvons pas traiter une demande irrecevable ; alors que nous essaierons de compl\u00e9ter ensemble une demande incompl\u00e8te. Toutefois, si votre dossier reste incomplet, nous ne pourrons pas non plus le traiter.","\u003Cstrong\u003ENon\u003C/strong\u003E. La proc\u00e9dure devant le Service de M\u00e9diation pour le consommateur est enti\u00e8rement sans obligation. Les entreprises qui ne suivent pas la recommandation du Service de M\u00e9diation pour le consommateur disposent d'un d\u00e9lai de trente jours calendrier pour nous notifier, ainsi qu'\u00e0 l'autre partie, leur avis motiv\u00e9.\r\n\r\nVous \u00eates toujours libre de saisir un tribunal apr\u00e8s une proc\u00e9dure aupr\u00e8s du Service de M\u00e9diation pour le consommateur.","Si vous n'\u00eates pas satisfait du r\u00e9sultat obtenu par le Service de M\u00e9diation pour le Consommateur, vous pouvez encore saisir le tribunal, de pr\u00e9f\u00e9rence en pr\u00e9sence d'un avocat.\r\n\r\nAucun recours n'est possible contre le d\u00e9roulement de la proc\u00e9dure aupr\u00e8s du Service de M\u00e9diation pour le Consommateur.","Les recettes du Service de M\u00e9diation pour le Consommateur sont triples et d\u00e9termin\u00e9es par la loi :\r\n\u003Col\u003E\r\n \t\u003Cli\u003Eune subvention imput\u00e9e au budget g\u00e9n\u00e9ral des d\u00e9penses ;\u003C/li\u003E\r\n \t\u003Cli\u003Eles contributions des entreprises impliqu\u00e9es dans le r\u00e8glement extrajudiciaire des litiges de consommation qui ne sont pas manifestement infond\u00e9s ;\u003C/li\u003E\r\n \t\u003Cli\u003Eune partie des \u00ab frais de m\u00e9diation \u00bb per\u00e7us pour financer les m\u00e9diateurs sectoriels qui sont membres du comit\u00e9 ex\u00e9cutif du Service de M\u00e9diation pour le Consommateur\u003C/li\u003E\r\n\u003C/ol\u003E","Les montants que les entreprises doivent payer sont fix\u00e9s dans l\u2019Arr\u00eat\u00e9 Royal du 1 mars 2018 ainsi\u00a0:\r\n\u003Cul\u003E\r\n \t\u003Cli\u003E100 euro par demande \u00e0 partir de la 5\u00e8me demande trait\u00e9e pour le r\u00e8glement extra-judiciaire d\u2019un litige de consommation;\u003C/li\u003E\r\n \t\u003Cli\u003E200 euro par demande \u00e0 partir de la 20\u00e8me demande trait\u00e9e pour le r\u00e8glement extra-judiciaire d\u2019un litige de consommation;\u003C/li\u003E\r\n\u003C/ul\u003E\r\nCes montants sont adapt\u00e9s le 1er janvier de chaque ann\u00e9e sur base de l\u2019\u00e9volution de l\u2019indice des prix \u00e0 la consommation du mois de d\u00e9cembre. L\u2019indice de r\u00e9f\u00e9rence est celui du mois de d\u00e9cembre 2017.\r\n\r\nLes demandes trait\u00e9es \u00e0 prendre en consid\u00e9ration sont celles que le Service de M\u00e9diation pour le Consommateur a cl\u00f4tur\u00e9es avec une solution \u00e0 l\u2019amiable ou avec une recommandation au courant d\u2019une ann\u00e9e civile.","\u003Cstrong\u003ENon\u003C/strong\u003E. Introduire un dossier aupr\u00e8s du Service de M\u00e9diation pour le Consommateur est gratuit. Ceci \u00e9tant dit, seuls les consommateurs peuvent introduire un dossier.","\u003Cstrong\u003ENon\u003C/strong\u003E. \u00c0 partir de la date de r\u00e9ception de la demande compl\u00e8te, les d\u00e9lais de prescriptions de droit commun sont suspendus. La suspensions court jusqu'au jour o\u00f9 le Service de M\u00e9diation pour le Consommateur annonce aux deux parties :\r\n\u003Cul\u003E\r\n \t\u003Cli\u003EQue la demande de m\u00e9diation est refus\u00e9e;\u003C/li\u003E\r\n \t\u003Cli\u003EOu bien, de quel est le r\u00e9sultat de la m\u00e9diation.\u003C/li\u003E\r\n\u003C/ul\u003E","\u003Cstrong\u003ENon\u003C/strong\u003E. D\u00e8s que l'entreprise est inform\u00e9e de la r\u00e9ception de la demande compl\u00e8te par le SMC, elle doit suspendre toute proc\u00e9dure de recouvrement jusqu'au jour o\u00f9 elle est inform\u00e9e soit du refus du dossier aupr\u00e8s du Service de M\u00e9diation pour le Consommateur, soit du r\u00e9sultat de la m\u00e9diation.\r\n\r\nPar la suite, l'entreprise peut simplement recommencer la proc\u00e9dure de recouvrement.","\u003Cp class=\"p1\"\u003EPour toute information \u00e0 propos de vos droits et devoirs en tant que consommateur ou qu\u2019entreprise, nous vous renvoyons vers le site de \u003Ca href=\"https://consumerconnect.be/nl\"\u003E\u003Cspan class=\"s1\"\u003EConsumerConnect\u003C/span\u003E\u003C/
1476a\u003E et du \u003Ca href=\"https://www.eccbelgie.be/\"\u003E\u003Cspan class=\"s1\"\u003ECEC Belgi\u003C/span\u003E\u003C/a\u003E\u003Cspan class=\"s1\"\u003Eque\u003C/span\u003E.\u003C/p\u003E\r\n\u003Cp class=\"p1\"\u003EPour plus d\u2019informations \u00e0 propos de la m\u00e9diation, aussi entre consommateur ou filiales d\u2019entreprises, vous pouvez directement contacter la \u003Ca href=\"https://www.fbc-cfm.be/\"\u003E\u003Cspan class=\"s1\"\u003ECommission de M\u00e9diation f\u00e9d\u00e9rale\u003C/span\u003E\u003C/a\u003E.\u003C/p\u003E","\u003Cstrong\u003EOui:\u003C/strong\u003E\r\n\u003Cul\u003E\r\n \t\u003Cli\u003Esi le litige concerne un consommateur \u00e9tranger et une entreprise \u00e9tablie en Belgique.\u003C/li\u003E\r\n\u003C/ul\u003E\r\n\u003Cstrong\u003ENon:\u003C/strong\u003E\r\n\u003Cul\u003E\r\n \t\u003Cli\u003Esi cela concerne un litige entre un consommateur belge et une entreprise qui n\u2019est pas \u00e9tablie en Belgique;\u003C/li\u003E\r\n \t\u003Cli\u003Esi cela concerne un litige entre un consommateur et une entreprise qui est active en Belgique mais n\u2019y a pas de si\u00e8ge social.\u003C/li\u003E\r\n\u003C/ul\u003E\r\nLorsque le SMC n\u2019est pas comp\u00e9tent, certains dossiers sont transmis au Centre Europ\u00e9en pour le Consommateur (CEC). Le dossier doit alors concern\u00e9 une entreprise ayant un si\u00e8ge social hors Belgique mais \u00e9tabli dans l\u2019un des pays de l\u2019Union Europ\u00e9enne + Norv\u00e8ge + Islande.\r\n\r\nLes dossiers contre les entreprises qui sont \u00e9tablies en-dehors des fronti\u00e8res de l\u2019Espace Economique Europ\u00e9en (E.E.E) ne peuvent ni \u00eatre trait\u00e9s, ni \u00eatre transf\u00e9r\u00e9s au CEC.","\u003Cstrong\u003ENon\u003C/strong\u003E, il n\u2019existe aucun recours contre le d\u00e9roulement de la proc\u00e9dure du Service de M\u00e9diation pour le Consommateur. Et ce \u00e9galement contre le r\u00e9sultat de la proc\u00e9dure.\r\nLes parties sont toujours libres de saisir le tribunal.","Pour des questions \u00e0 propos de la politique de confidentialit\u00e9 et le traitement de vos donn\u00e9es r\u00e9f\u00e9r\u00e9s vous \u00e0 notre d\u00e9claration de politique de confidentialit\u00e9."]},"notification_interval":"5","notifications":{"fr_FR":["Bienvenue sur notre site web !"],"de_DE":["Willkommen auf unserer Website"],"en_GB":["Welcome to our website"],"nl_BE":["Welkom op onze website"],"nl_NL":["Welkom op onze website"],"en_US":["Bienvenue sur notre site web !"]},"exitintentpagewise":{"page":["585"],"message":[""],"intent":[""]},"notification_intents":{"fr_FR":[""],"de_DE":[""],"en_GB":[""],"nl_BE":[""],"nl_NL":[""],"en_US":[""]},"order_welcome":{"fr_FR":["Welcome to Order status section!"],"de_DE":["Welcome to Order status section!"],"nl_BE":["Welcome to Order status section!"],"en_GB":["Welcome to Order status section!"],"nl_NL":["Welcome to Order status section!"],"en_US":["Welcome to Order status section!"]},"order_username_asking":{"fr_FR":["Please type your username?"],"de_DE":["Please type your username?"],"nl_BE":["Please type your username?"],"en_GB":["Please type your username?"],"nl_NL":["Please type your username?"],"en_US":["Please type your username?"]},"order_username_password":{"fr_FR":["Please type your password"],"de_DE":["Please type your password"],"nl_BE":["Please type your password"],"en_GB":["Please type your password"],"nl_NL":["Please type your password"],"en_US":["Please type your password"]},"order_email":"","order_login":"","order_nonce":"c4df9ac385","order_email_support":{"fr_FR":["Email our support center about your order."],"de_DE":["Email our support center about your order."],"nl_BE":["Email our support center about your order."],"en_GB":["Email our support center about your order."],"nl_NL":["Email our support center about your order."],"en_US":["Email our support center about your order."]}
1476,"email_fail":"a:6:{s:5:\"fr_FR\";s:43:\"D\u00e9sol\u00e9, l'envoi de l'email n'a pas abouti\";s:5:\"de_DE\";s:28:\"Sorry! E-Mail nicht gesendet\";s:5:\"en_GB\";s:25:\"Sorry! fail to send email\";s:5:\"nl_BE\";s:28:\"Sorry! Geen e-mail verzonden\";s:5:\"nl_NL\";s:43:\"D\u00e9sol\u00e9, l'envoi de l'email n'a pas abouti\";s:5:\"en_US\";s:28:\"Sorry! Geen e-mail verzonden\";}","invalid_email":{"fr_FR":["D\u00e9sol\u00e9, l'adresse email n'est pas valide ! Veuillez fournir une adresse \u00e9lectronique valide."],"de_DE":["Entschuldigung, die E-Mail-Adresse ist nicht g\u00fcltig! Bitte geben Sie eine g\u00fcltige E-Mail-Adresse an."],"en_GB":["Sorry, Email address is not valid! Please provide a valid email."],"nl_BE":["Sorry, e-mailadres is ongeldig! Geef een geldig e-mailadres op."],"nl_NL":["D\u00e9sol\u00e9, l'adresse email n'est pas valide ! Veuillez fournir une adresse \u00e9lectronique valide."],"en_US":["Sorry, e-mailadres is ongeldig! Geef een geldig e-mailadres op."]},"stop_words":"a,able,about,above,abst,accordance,according,accordingly,across,act,actually,added,adj,affected,affecting,affects,after,afterwards,again,against,ah,all,almost,alone,along,already,also,although,always,am,among,amongst,an,and,announce,another,any,anybody,anyhow,anymore,anyone,anything,anyway,anyways,anywhere,apparently,approximately,are,aren,arent,arise,around,as,aside,ask,asking,at,auth,available,away,awfully,b,back,be,became,because,become,becomes,becoming,been,before,beforehand,begin,beginning,beginnings,begins,behind,being,believe,below,beside,besides,between,beyond,biol,both,brief,briefly,but,by,c,ca,came,can,cannot,can't,cause,causes,certain,certainly,co,com,come,comes,contain,containing,contains,could,couldnt,d,date,did,didn't,different,do,does,doesn't,doing,done,don't,down,downwards,due,during,e,each,ed,edu,effect,eg,eight,eighty,either,else,elsewhere,end,ending,enough,especially,et,et-al,etc,even,ever,every,everybody,everyone,everything,everywhere,ex,except,f,far,few,ff,fifth,first,five,fix,followed,following,follows,for,former,formerly,forth,found,four,from,further,furthermore,g,gave,get,gets,getting,give,given,gives,giving,go,goes,gone,got,gotten,h,had,happens,hardly,has,hasn't,have,haven't,having,he,hed,hence,her,here,hereafter,hereby,herein,heres,hereupon,hers,herself,hes,hi,hid,him,himself,his,hither,home,how,howbeit,however,hundred,i,id,ie,if,i'll,im,immediate,immediately,importance,important,in,inc,indeed,index,information,instead,into,invention,inward,is,isn't,it,itd,it'll,its,itself,i've,j,just,k,keep,keeps,kept,kg,km,know,known,knows,l,largely,last,lately,later,latter,latterly,least,less,lest,let,lets,like,liked,likely,line,little,'ll,look,looking,looks,ltd,m,made,mainly,make,makes,many,may,maybe,me,mean,means,meantime,meanwhile,merely,mg,might,million,miss,ml,more,moreover,most,mostly,mr,mrs,much,mug,must,my,myself,n,na,name,namely,nay,nd,near,nearly,necessarily,necessary,need,needs,neither,never,nevertheless,new,next,nine,ninety,no,nobody,non,none,nonetheless,noone,nor,normally,nos,not,noted,nothing,now,nowhere,o,obtain,obtained,obviously,of,off,often,oh,ok,okay,old,omitted,on,once,one,ones,only,onto,or,ord,other,others,otherwise,ought,our,ours,ourselves,out,outside,over,overall,owing,own,p,page,pages,part,particular,particularly,past,per,perhaps,placed,please,plus,poorly,possible,possibly,potentially,pp,predominantly,present,previously,primarily,probably,promptly,proud,provides,put,q,que,quickly,quite,qv,r,ran,rather,rd,re,readily,really,recent,recently,ref,refs,regarding,regardless,regards,related,relatively,research,respectively,resulted,resulting,results,right,run,s,said,same,saw,say,saying,says,sec,section,see,seeing,seem,seemed,seeming,seems,seen,self,selves,sent,seven,several,shall,she,shed,she'll,shes,should,shouldn't,show,showed,shown,showns,shows,significant,significantly,similar,similarly,since,six,slightly,so,some,somebody,somehow,someone,somethan,something,sometime,sometimes,somewhat,somewhere,soon,sorry,specifically,specified,specify,specifying,still,stop,strongly,sub,substantially,successfully,such,sufficiently,suggest,sup,sure,t,take,taken,taking,tell,tends,th,than,thank,thanks,thanx,that,that'll,thats,that've,the,their,theirs,them,themselves,then,thence,there,thereafter,thereby,thered,therefore,therein,there'll,thereof,therere,theres,thereto,thereupon,there've,these,they,theyd,they'll,theyre,they've,think,this,those,thou,though,thoughh,thousand,throug,through,throughout,thru,thus,til,tip,to,together,too,took,toward,towards,tried,tries,truly,tr
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