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January 2011
BELGIUM
1. Consumer policy institutions .........................................................2
1.1. Ministry responsible for consumer policy ............................................................................................ 2
1.2. Public agencies ........................................................................................................................................ 2
1.3. National consumer organisations .......................................................................................................... 3
1.4. National councils/assemblies of consumer organisations and other stakeholders............................. 5
1.5. Consumer media ..................................................................................................................................... 6
1.6. Redress bodies: courts and ADRs ......................................................................................................... 6
1.7. European Consumer Centre .................................................................................................................. 9
1.8. Self- or co-regulation .............................................................................................................................. 9
2. Consumer policies.........................................................................10
2.1. Consumer protection legislation.......................................................................................................... 10
2.2. Consumer organisations....................................................................................................................... 10
2.3. Enforcement/redress............................................................................................................................. 11
2.3.1. Enforcement ............................................................................................................................. 11
2.3.2. Redress ..................................................................................................................................... 12
2.4. Information and Education.................................................................................................................. 13
2.5. Information Gathering/Research ........................................................................................................ 13
January 2011
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1. Consumer policy institutions
1.1. MINISTRY RESPONSIBLE FOR CONSUMER POLICY
The federal authorities are responsible for consumer protection in general.
In Belgium, the authority responsible for consumer policy is the Federal Public Service (FPS)
for the Economy, SMEs, Self-Employed and Energy.
Three administrations are involved:

the Directorate-General for Economic Regulation is mainly responsible for drafting,
developing and coordinating consumer protection policy.
 the Directorate-General for Economic Inspection monitors the application and
implementation of economic legislation.
 the Directorate-General for Quality and Safety is responsible for consumer safety
(checking that products on the market conform to approved standards and CE marking
conditions).
Contact:
Address: Rue du Progrès 50, B-1210 Brussels
Tel : 0800 120 33
E-mail: [email protected]
Website: http://www.economie.fgov.be
Other Federal Public Services are responsible for specific issues, such as:
 consumer health and food safety (Federal Public Service for Health, Food Chain
Safety and Environment);
 landlords' and tenants' rights (Federal Public Service for Justice).
1.2. PUBLIC AGENCIES
Directives
Public Enforcement Agencies
Directive 84/450/EEC
DG for Economic Inspection
Directive 85/577/EEC
Directive 87/102/EEC
Directive 90/314/EEC
Directive 93/13/EEC
Directive 94/47/EC
Directive 97/7/EC
Directive 97/55/EC
Directive 98/6/EC
Directive 1999/44/EC
Directive 2002/65/EC
Address: NG III, Boulevard du Roi Albert II,
16, B 1000 Brussels
Tel : 0800 120 33
E-mail: info.eco@ economie.fgov.be
Website:
http://economie.fgov.be/fr/spf/structure/
Directions_generales/inspection_economique/
The Customs and Excise authorities carry out certain monitoring activities on behalf of other
authorities:
 for FPS Economy: monitoring of licences, product safety, quality labels and
counterfeiting;
 for FPS Public Health, Food Chain Safety and the Environment: monitoring safety of
foodstuffs;
 for the Food Agency: monitoring foodstuff licences.
The Customs and Excise authorities are not responsible for legislation in these areas but carry
out certain monitoring activities and take the necessary measures in the event of
infringements.
Contact:
FPS Finance, Customs and Excise
Address: Boulevard du Roi Albert II, 33, boîte 37, B-1030 Brussels
E-mail: [email protected]
Website: http://fiscus.fgov.be/interfdanl/default.htm
1.3. NATIONAL CONSUMER ORGANISATIONS
Association Belge des Consommateurs - Test-Achats (Belgian Consumer Association
– Consumer product tests/reviews)
Address: Rue de Hollande 13, B-1060 Brussels
Tel: +32 2 542 35 55
Fax: +32 2 542 35 13
Website: http://www.test-achats.be
De Gezinsbond (Families' Association)
Address: Troonstraat 125, B-1050 Brussels
Tel: +32 2 507 88 11
Fax: +32 2 511 90 65
E-mail: [email protected]
Website: http://www.gezinsbond.be
Ligue des Familles (Families' League)
Address: Avenue Emile de Beco 109, B-1050 Brussels
Tel: +32 2 507 72 11
Fax: +32 2 507.72.00
E-mail: [email protected]
Website: http://liguedesfamilles.citoyenparent.be/Public/
Centrale Générale des Syndicats Libéraux de Belgique (CGSLB - Federation of
Liberal Trade Unions of Belgium)
Address: Avenue Roi Albert 95, B-9000 Ghent
Tel: +32 9 222 57 51
Fax: +32 9 221 04 74
E-mail: [email protected]
Website: http://www.aclvb.be
Confédération des Syndicats Chrétiens de Belgique (CSC - Confederation of
Christian Trade Unions of Belgium)
Address: Chaussée de Haecht 579, B-1031 Brussels
Tel: +32 2 246 31 11
Fax: +32 2 246 30 10
E-mail: [email protected]
Website: http://www.acv-csc.be
Fédération Générale du Travail de Belgique (FGTB - Belgian General Federation of
Labour)
Address: Rue Haute 42, B-1000 Brussels
Tel: +32 2 506 82 11
Fax: +32 2 506 82 29
E-mail: [email protected]
Website: http://www.fgtb.be
Verbraucherschutßentrale Ostbelgien (East Belgium Consumer Centre)
Address: Neustraße 119, B-4700 Eupen
Tel: +32 87 59 18 50
Fax: +32 87 59 18 51
E-mail: [email protected]
Website: http://www.vsz.be
Union Nationale des Mutualités socialistes (Belgian Union of Socialist Mutual
Societies)
Address: Rue St-Jean 32-38, B-1000 Brussels
Tel: +32 2 515 02 11
Fax: +32 2 515 02 07
E-mail: [email protected]
Website: www.mutsoc.be
Alliance Nationale des Mutualités Chrétiennes (Belgian Alliance of Christian Mutual
Societies)
Address: Chaussée de Haecht 579/40, B-1031 Brussels
Tel: +32 2 246 41 11
Fax: +32 2 246 48 21
E-mail: [email protected]
Website: www.mc.be
 Union Nationale des Mutualités liberales (Belgian Union of Liberal Mutual Societies)
Address: Rue de Livourne 25, B-1050 Brussels
Tel: +32 2 542 86 00
Fax: +32 2 542 86 99
E-mail: [email protected]
Website: www.mutualiteliberale.be
1.4. NATIONAL COUNCILS/ASSEMBLIES OF CONSUMER ORGANISATIONS AND OTHER
STAKEHOLDERS
The Consumer Council is the central advisory body for consumer issues. It is composed of 13
members (plus 13 alternates) representing consumer organisations and 13 members (plus 13
alternates) representing production, distribution, SMEs and agriculture. The main task of the
Consumer Council, which operates under the Federal Public Service for the Economy, is to
issue opinions on consumer protection issues at the request of its parent minister, but also at
the request of other ministers and even the Parliament. It may also issue an opinion on its
own initiative.
In Belgium, consultation between public authorities and consumer organisations mainly takes
place within the context of the Consumer Council. The Consumer Council has for decades
been a place of dialogue and consultation, bringing businesses and consumers together in
regulating the market. Beyond its immediate responsibility for issuing opinions, the
Consumer Council is also involved in co-regulating the market through the development of
codes of conduct and recommendations which contribute to consumer protection, particularly
with regard to advertising. The Consumer Council's co-regulation role is enshrined in the law
of 15 May 2007 on consumer agreements.
Contact:
Conseil de la Consommation (Consumer Council)
Address Rue du Progrès 50, B-1210 Brussels
Tel: +32 2 277 81 68/7588
E-mail: [email protected]
Website:
http://economie.fgov.be/fr/spf/structure/Commissions_Conseils/Conseil_Consommation/
1.5. CONSUMER MEDIA
www.jep.be
1.6. REDRESS BODIES: COURTS AND ADRS NOTIFIED UNDER THE DIRECTIVE 2013/11/EU OF 21
MAY 2013 ON ADR
 Courts
http://www.cass.be/pyramide_fr.php

Directory of communicated ADRs:
o Commission Conciliation Construction (Construction Conciliation Commission)
Address: Espace Jacquemotte, Rue Haute 139, B-1000 Brussels
Tel: +32 2 504 97 86
Fax: +32 2 504 97 84
E-mail: [email protected]
Website: http://www.constructionconciliation.be
o Commission de Litiges Voyages (Travel Disputes Commission)
-
Conciliation process
Address: Rue du Progrès 50, B-1210 Brussels
Tel: + 32 2 277 61 80
Fax: + 32 2 277 91 00
E-mail: [email protected]
Website: http://www.clv-gr.be/index_fr.html
-
Arbitrage process
Address: Rue du Progrès 50, B-1210 Brussels
Tel: +32 2 277 62 15
Fax: +32 2 277 91 00
E-mail: [email protected]
Website: http://www.clv-gr.be/index_fr.html
o Commission de conciliation Automoto (Conciliation Commission Automoto)
Address: avenue Jules Bordet 164, B-1140-Brussels
Tel: +32 2 778 62 47
Fax: +32 2 778 62 22
E-mail: [email protected]
Website : http://www.conciliationautomoto.be
o Ombudsman en conflits financiers (Ombudsman in financial conflicts)
Address: Boulevard du Roi Albert II, 8 – Boîte 2, B-1000 Brussels
Tel: +32 2 545 77 70
Fax: +32 2 545 77 79
E-mail: [email protected]
Website: http:// www.ombudsfin.be
o Ombudsman desAssurances (Insurance Ombudsman)
Address: Square de Meeûs 35, B-1000 Brussels
Tel: +32 2 547 58 71
Fax: +32 2 547 59 75
E-mail: [email protected]
Website: http://www.ombudsman.as
o Service de médiation pour le secteur postal (Office of the Ombudsman for de Postal
Sector)
Address: Boulevard du Roi Albert II, 8 – Boîte 4, B-1000 Brussels
Tel: + 32 2 2/221.02.30 (FR), +32 2 /221.02.20 (NL), +32 2 221.02.40 (DE)
Fax: + 32 2 221.02.44
E-mail: [email protected]
Website: http://www.smspo.be
o Service de médiation pour les télécommunications (Telecom
Mediation Service)
Address: Boulevard du Roi Albert II, 8, Boîte 3, B-1000 Brussels
Tél: + 32 2 223 06 06 (FR), +32 2 223 09 09 (NL)
Fax: + 32 2 219 77 88 (FR) + 32 2 219 68 59 (NL)
E-mail: [email protected] (FR), [email protected] (NL)
Website: http://www. mediateurtelecom.be
o Service de Médiation de l’Energie (Mediation Service of the Energy)
Address: Boulevard du Roi Albert II, 8 – Boîte 6, B-1000 Brussels
Tel: +32 2 211 10 60
Fax: +32 2 211 10 69
E-mail: [email protected]
Website: http://www.ombudsmanenergie.be/
o Service de médiation pour le consommateur (Consumer Mediation Service)
Address: Boulevard du Roi Albert II, 8 – Boîte 1, B-1000 Brussels
Tel: + 32 2 702 52 20
Fax: + 32 2 808 71 29
E-mail: [email protected]
Website: http://www.mediationconsommateur.be
o Ombudsman pour le notariat (Ombudsman for the notarial profession)
Address : rue des Bouchers 67, B-1000 Brussels
Tél : +32 2 801 15 00
E-mail : [email protected]
Website : http:// www.ombudsnotaire.be
o Service de médiation pour les litiges de consommation des avocats (Ordre des barreaux
néerlandophones)
Address : Rue du Moniteur 8, B-1000 Brussels
Tél : +32 2 227 54 70
E-mail : [email protected]
Website : http:// www.oca.ligeca.be
o Service ombudsman des avocats (Ordre des barreaux francophones et germanophone)
Address : Avenue de la Toison d’Or 65, B-1060 Brussels
Tél : +32 2 648 20 98
E-mail : [email protected], [email protected]
Website : http:// www.obfg.ligeca.be/fr
1.7. EUROPEAN CONSUMER CENTRE
http://ec.europa.eu/consumers/solving_consumer_disputes/non-judicial_redress/eccnet/index_en.htm
Centre Européen des Consommateurs (European Consumer Centre) Belgium
Address: Rue de Hollande 13, B-1060 Brussels
Tel: +32 2 541 33 46
E-mail: [email protected]
Website: http://www.eccbelgium.be
1.8. SELF- OR CO-REGULATION
Codes of conduct may arise from agreements negotiated between trade organisations and
consumer organisations and/or public authorities, in particular within the Consumer Council;
this is referred to as "co-regulation". If the agreements are negotiated only within the sector
concerned, this is referred to as "self-regulation".
Listed below are the codes, agreements and recommendations which were negotiated between
trade organisations and consumer organisations and/or public authorities, in particular within
the Consumer Council:
Environmental advertising code
Consumer Council's recommendations on advertising relating to children's festivals
(Opinion C.C.220 on regulating the duration of advertising campaigns relating to the
Easter, St Nicholas and Christmas festivals – 27 June 2000)
Code of conduct for advertising and marketing of banking and insurance products and
services aimed at young people
Agreement on consumer protection in the liberalised electricity and gas market
Agreement on the creation of a "banking/credit/investment" mediation college and service
Codes of conduct for advertising of savings accounts and individual life insurance
Unfair trade practices are banned under book VI.92-103 on trade practices in the Code for
Economic Law. A company's non-compliance with a code of conduct could under certain
circumstances be considered an unfair trade practice in that it is contrary to the requirements of
professional diligence and thus is not in accordance with honest trade practices.
2. Consumer policies
2.1. CONSUMER PROTECTION LEGISLATION
In Belgium, the aim of consumer protection policy is:
to pursue and develop a consumer protection policy that protects consumers physically,
economically and legally;
to ensure that implemented legislation is applied correctly;
to ensure that consumers are adequately informed;
to establish rules to ensure healthy competition between traders, which will benefit
consumers;
to promote consumer small claims procedures.
The main laws for which FPS Economy is responsible can be found on the website
www.economie.fgov.be. They all make provision for penalties in the event of infringement.
Book VI in the Code of Economic Law on market practices and consumer protection;
Law of 16 February 1994 governing tour operator and travel agent contracts;
Law of 9 March 1993 regulating and controlling the activities of marriage bureaus;
Law of 28 August 2011 on contracts selling rights to use properties on a timeshare basis;
Law of 1 September 2004 on consumer protection relating to sale of consumer goods;
 Law of 11 March 2003 on certain legal aspects of information society services;
Law of 13 June 2005 on electronic communications;
Law of 25 June 1993 on the performance and organisation of travelling and fairground
activities, subsequently modified by the laws of 4 July 2005 and 20 July 2006;
Book IX in the Code of Economic Law on the safety of products and services
Law of 11 June 2004 on fraud relating to vehicle mileage;
Law of 12 June 1991 on consumer credit, modified by the law of 13 June 2010;
Law of 5 July 1998 on the collective settlement of debts and the possibility of privately
selling seized property assets;
Law of 20 December 2002 on the amicable recovery of consumer debts;
Law of 10 August 2001 on the Centrale des Crédits aux Particuliers (Individual Credit
Federation –the national organisation to combat overindebtedness);
 Book VII (title3, chapter 8) in the Code of Economic Law establishing a basic banking
service;
 Book VII in the Code of Economic Law on payment and credit services.
2.2. CONSUMER ORGANISATIONS
In Belgium there is no official definition of or legal criteria for the representativeness of
consumer organisations. The organisations designated by the Ministry to sit in the Consumer
Council are considered to be legally representative.
The government does not directly subsidise consumer organisations. However, it awards a
grant to the Association belge de recherche et d’expertise des organisations de consommateurs
(AB-REOC), which was set up and is run by consumer organisations.
Association belge de recherche et d’expertise des organisations de consommateurs - ASBL
(AB-REOC)
Address: Boulevard du Roi Albert II, 16, B-1000 Brussels
Tel: +32 2 476 98 47 53
2.3. ENFORCEMENT/REDRESS
2.3.1. Enforcement
The Direction Générale de l’Inspection économique (DGIE - Directorate-General for
Economic Inspection) : the enforcement authority for economic legislation.
The Direction Générale de l’Inspection économique (DGIE - Directorate-General for Economic
Inspection) acts as a kind of "economic police" in Belgium. It contributes to the proper
functioning of the goods and services market through its inspection missions checking
compliance with economic legislation.
Under the supervision of the Chief Prosecutors, DGIE agents have wide-ranging
investigative powers. Thus, they may:
 conduct valid investigations independently and hear any witness;
 draw up reports having probative force;
 monitor any form of transport;
 take samples in accordance with prescribed standards;
 seize goods and documents;
 affix seals;
 make requisition orders;
 request assistance from experts or law enforcement agencies;
 carry out home visits;
 appear before courts as a witness.
DGIE agents may also negotiate settlement of infringements according to certain laws.
In principle, the judicial authorities are responsible for penalising any infringements
uncovered by the DGIE. The Public Prosecutor has the right: to institute legal proceedings
before a criminal court to secure conviction of the guilty party; to offer the infringer an outofcourt settlement, payment of which rules out criminal proceedings; or to dismiss the case.
Nonetheless, under certain laws, the DGIE has the power to propose that the infringer pay a
sum of money which rules out criminal proceedings. In the event of a refusal to pay, the case
is submitted to the Public Prosecutor responsible for proceedings. If harm caused to a third
party continues, no settlement is proposed. In this way the legal rights of the defence and the
injured party are reconciled.
See: complaint form for consumers
Crossborder cooperation
Economic fraud and unfair commercial practices are not limited to the national territory.
Cooperation with enforcement authorities in other countries is therefore essential.
Bilateral cooperation
The DGIE cooperates closely with the authorities in the neighbouring countries in charge of
similar tasks, on the basis of a bilateral protocol.
European Union
Further to Regulation (EC) n.2006/2004 of the European Parliament and the Council on the
cooperation between consumer protection enforcement authorities, a network of national
competent authorities has been set up, which provides for mandatory administrative
cooperation in case of intracommunity infringements relating to consumer protection
legislation. The DGIE was designated as single liaison office and competent authority for
the majority of consumer protection legislation in Belgium.
International
ICPEN (International Consumer Protection and Enforcement Network, www.icpen.org) is a
network of consumer protection law enforcement authorities. The DGIE participated to the
founding of this network in 1992, which has as main objective to share information about
cross-border commercial activities that may affect consumer interests, and to encourage
international cooperation among law enforcement agencies. The ICPEN network consists of
58 different organisations from the 5 continents.
The DGIE also participates to the activities of the Comittee on consumer Policy of the
Organisation for Economic Cooperation and Development (OECD).
2.3.2. Redress
The Directorate-General for Economic Inspection’s mission is also to promote, provide
information about, and coordinate, aspects of alternative dispute resolution. We should specify
that the DGIE has authority with regard to alternative dispute resolution in the form of out-ofcourt dispute settlements within a commercial context. The DGIE hears
individuals who consider themselves victims in a civil dispute in order to inform them of their
rights and the avenues they could explore.
Thus the scope of the DGIE is not limited to monitoring only but also involves assisting
consumers and businesses in finding ways to settle disputes amicably. The DirectorateGeneral for Economic Inspection is involved at all stages of this process, including
prevention, monitoring, settling disputes amicably and proposing penalties.
2.4. INFORMATION AND EDUCATION
http://www.consumerclassroom.eu/fr/content/l%E2%80%99%C3%A9ducation-%C3%A0-laconsommation-et-la-commission-europ%C3%A9enne
Infoshopping: informative website on good practices in shopping online
http://www.infoshopping.be/
Consumer Information : publications of the FPS Economy :
http://economie.fgov.be/fr/modules/publications/?f=cHVibGljYXRpb25UeXBlPS9Db25zb21tY
XRldXJz&selectedCat=Consommateurs
In the framework of ICPEN, the DGIE organizes a yearly educational campaign on
consumer scams. For an overview of these campaigns:
http://economie.fgov.be/fr/consommateurs/arnaques/FraudPreventionMonth/
2.5. INFORMATION GATHERING/RESEARCH
The consumer price index is an economic indicator which is primarily intended to
objectively track the price changes of a basket of household goods and services over time,
and is supposed to be representative of household consumption.
The index is determined on a monthly basis using the value of this basket. The change in
the index shows the change in the cost of living for households.
In order to ensure representativeness, it is essential that the index basket and calculation
methods are reviewed regularly.
The basket of products is divided into 12 groups according to the COICOP (Classification
of Individual Consumption by Purpose) European classification. The corresponding
product weightings are also included in the list of basket products.
The basket and product weightings were completely reviewed in light of the results of the
household budget survey carried out in 2004.
For information on this issue see: http://www.statbel.fgov.be
General statistics:
http://www.statbel.fgov.be
In Belgium, there is no organisation which monitors consumption continuously. The
Association belge de recherche et d’expertise des organisations de consommateurs, (ABREOC), ASBL which is subsidised by the Federal Public Service for the Economy and is
managed by consumer organisations, conducts research and surveys on problems directly
affecting consumers. The National Statistics Institute also conducts such studies.
Association belge de recherche et d’expertise des organisations de consommateurs (ABREOC)
Address: Boulevard du Roi Albert II 16, B-1000 Brussels
Tel: +32 2 476 98 47 53
NATIONAL BANK: Statistics
https://www.nbb.be/en/statistics
 FEDERAL PLANNING BUREAU
http://www.plan.be/index.php?lang=en