We mediate, free of charge and from an independent position, in disputes between passengers and railway companies or the infrastructure manager.

Our intervention is possible when the departure point, arrival point or correspondence station of your train journey is in Belgium or when the ticket was purchased from a Belgian railway company.

Since we are an appeals body, the railway company is first given the opportunity to answer your complaint or question itself. They must do so within 30 days.

Have you not received a reply after this period, or are you not satisfied with the response from the railway company? Then we can intervene. Through our mediation, we always aim to achieve a fair and equitable solution.

Do you have questions? Address them to us via our online form. We can put you back on track.

We also draw up an annual report that contains recommendations on the problems that have been notified to us.

We publish our annual reports on our website and send them to the supervisory minister, the members of the Chamber and the Senate, the Executive Boards of SNCB and Infrabel, and the Managing Directors of the railway companies involved.