Your opinion is important to us. It helps us to improve our service delivery.

Who can lodge a complaint?
Any person or organisation that is in contact with the services of BTC and that is not satisfied about how a service was delivered or should have been delivered or about the way he/she was treated by BTC.

Which complaints can you lodge here?
A complaint can in principle be any grievance that you want to express about the functioning of BTC. Only complaints that relate to the functioning of BTC itself can be admitted. However, we commit to forwarding complaints that do not apply to BTC to the organisation concerned and to inform you about that.

You can lodge a complaint to up to six months after the incident.

What exceptions are there?

• General informative questions must be sent to info@btcctb.org.
• For certain complaints legal procedures for appeal exist (for instance, for public procurement). The complaints procedure does not replace the legal procedures for appeal.

How to lodge a complaint?
Fill out the complaints form and send it by e-mail to complaints@btcctb.org.
At the latest 25 working days after the confirmation of receipt, you will receive a motivated answer. Anonymous complaints will not be processed.

Do you need more information?
For more information about the complaints procedure, please contact our complaints coordinator, via complaints@btcctb.org.