Complaints and recourse to the Mediation Service for Telecommunications
Do you have a complaint? How do you submit it?
1st recourse level
You can send your complaint to Nordnet's Customer Relations Department, specifying the elements necessary for your complaint to be taken into account (in particular the subject of your complaint, the offer subscribed to, your subscriber number, your customer number, your request) and any useful supporting documents:
- in first instance, on the https://www.nordnet.com/be/en/orange-satellite page or via your Customer Area (“Contact us” section) or via the available contact form, or
- by post, addressed to Service Relation Clients, 245 Boulevard de Tournai (5ème étage) - CS 20458 - 59664 VILLENEUVE D'ASCQ CEDEX, France.
2nd recourse level
If you do not agree with the response given or in the absence of a response for more than one month from receipt of your request by Nordnet, you may contact Nordnet's Service Recours Consommateurs under the same conditions and at the same contact details, by sending a message or letter setting out the elements necessary for your complaint to be taken into account.
NB: For each of the above levels of recourse, Nordnet will deal with your request as quickly as possible. The response time may vary depending on the nature of the complaint submitted, but will always be less than one month.
Recourse to the Telecommunications Mediation Service
If you are a Customer not providing a public electronic communications network or publicly available electronic communications services within the meaning of the Belgian Electronic Communications Act of June 13, 2005, and
- that you consider that your complaint to one of the aforementioned Nordnet services has gone unanswered,
- or if you are not satisfied with Nordnet's response,
you can contact the Mediation Service for Telecommunications (Service de Médiation pour les Télécommunications) by submitting your request, accompanied by the necessary documents and evidence, by one of the following means: by appointment, by letter (Boulevard du Roi Albert II 8 boîte 3 - 1000 Bruxelles), by fax (02 219 77 88), by e-mail (plaintes@mediateurtelecom.be) or by completing the form available on the Mediation Service for Telecommunications website (www.mediateurtelecom.be).
You are informed that the Mediation Service for Telecommunications may refuse to deal with a complaint if the related complaint was lodged with Nordnet more than one year previously (or if the complaint is of a clearly vexatious nature).
Who is the Telecommunications Ombudsman?
The Telecommunications Ombudsman is an independent third party whose aim is to help parties reach an agreement in the event of a dispute through a mediation procedure that is optional and free of charge for you.
For more information on the mediation service for telecommunications, visit the official website: www.mediateurtelecom.be.
Note: for all disputes relating to online sales or service contracts, particularly cross-border ones, you can also use the European online dispute resolution platform.