Aim of the complaint management

To give every citizen residing in the German-speaking Community the opportunity to file a complaint free of charge. To grant each complainant the right to authorize a person with legal capacity to represent him/her.
Filing a complaint: (Art.7)
Every complaint must be submitted or written down in writing. The complaint form is available to the complainant for this purpose. Should the complainant appear in person, the complaint handler can assist him or her in filling out the form, if necessary.
Acknowledgement of receipt of a complaint: (Art.8)
This confirmation with the date of receipt should be sent by e-mail or in paper form immediately after the complaint has been submitted.
Review of admissibility:
An appeal is admissible if: (Art.5)
it is submitted in writing or presented in person and then recorded in writing
it concerns concrete official acts and procedures
it contains a description of the matter
it is submitted in German or French language

A complaint is inadmissible if: (Art.6)
it is submitted anonymously
it is unfounded
the complaint was filed with a delay of one year
in case of an appeal against a decision, the procedure prescribed by law was not followed
the procedure prescribed by law has not been observed (the decision usually contains a reference to the
in the case of personnel matters (e.g., in the case of harassment or disciplinary proceedings, reference to specific
procedures), unless the complainant can credibly demonstrate that he or she cannot be helped
cannot be helped elsewhere
an administrative or judicial appeal is available
Schematic flow of a complaint
Citizen files a complaint with an institution Art. 7
(digital or in paper form)
Acknowledgement of receipt with date of receipt Art.8
Immediately after receipt of the complaint
Review of admissibility Art.9
14 days after receipt
Letter in case of admissibility Art. 9 + 10

• Complaint is admissible

• Name of the person handling the complaint

• Processing time 45 to max. 90 days

• Processing route

• How will the complainant be informed about the result?
Letter in case of inadmissibility Art. 9

Complaint is inadmissible

Name of the person handling the complaint

Reason for inadmissibility

Reference to possibility of complaint to the ombudsman service

forwarding to competent authority, if no objection is raised

Complainant informed about the result
Review of admissibility Art. 9
14 days after receipt
Information letter about result Art. 12

• Reasoned decision

• Measures resulting therefrom

• Advice to close the file if the complainant is satisfied.

• Reference to ombudsman service, or other instances, if complainant would be dissatisfied
Beschwerderegister der Einrichtung pro Kalenderjahr Art. 13

Anzahl der eingegangenen Beschwerden

Gegenstand der Beschwerden




Getroffene Maßnahmen

Wird vor dem 31.3. des Folgejahres dem Ombudsdienst übermittelt