Where can I make a complaint?

You have a problem and we would like to solve it for you. If you have a complaint about a decision made by Infino or about our services, we will first of all refer you to your client advisor. If he or she is unable to do anything for you, there are further steps you can take. The Complaints and Mediation Service of the Growth Package Payment Agency will probably be able to help you. Or you can file a complaint with the Flemish Ombudsman's Office. If you do not agree with a decision of your payment institution and the previous steps have been to no avail, there is still the independent disputes committee. Your last resort is the labour court.

Contact your payer (former child benefit fund)
Contact the Complaints and Mediation Service of the Growth Package Payment Agency
Contact an ombuds service
Contact the disputes committee
Contact the labour court

1. Contact your child benefit fund

You can reach us via this contact page. In the contact form, you can indicate 'I have a complaint' as the subject. We will help you as soon as possible.

2. Contact the Complaints and Mediation Service of the Groeipakket Agency

You can reach the Complaints and Mediation Service at 02/897 10 60 or via info@groeipakket.be or by letter at the address: Growth Package Payment Agency, Complaints and Mediation Service, Rue de Trèves 9, 1000 Brussels.

You can contact the Complaints and Mediation Service if you are not satisfied about

information that you have received because it is incorrect, incomplete or incomprehensible;
a refusal to pay for the Growth Package;
the behaviour or attitude of a file manager (on the phone or at the counter);
the quality of service provision (accessibility of offices/employees, waiting times, lost papers, etc.);
compliance with legal obligations (e.g. protection of privacy).

These complaints are not investigated:

anonymous complaints or complaints in which the complainant has no interest;
complaints about matters for which the Growth Package Agency is not competent;
complaints about matters that took place more than one year before the complaint was filed.

3. Contact an ombudsman service

If the previous steps did not help you, you can contact the Flemish Ombudsman's Office on the free number 1700, every working day from 9 a.m. to 7 p.m. or via info@vlaamseombudsdienst.be. You can also contact the Office of the Ombudsman by letter at the address of the Flemish Ombudsman, Leuvenseweg 86, 1000 Brussels. You can also submit your complaint on the spot if you make an appointment in advance.

4. Contact the disputes committee

You can contact the disputes committee via this page

You can appeal a decision on payment or refusal of payment before the Disputes Committee.

Please note: the Disputes Committee is only competent for appeals against decisions taken after 1 January 2019 for periods from 1 January 2019. For appeals against decisions concerning periods before 1 January 2019, the Labour Court/Family Court is competent.

The appeal can be submitted electronically via email address geschillencommissie@kindengezin.be or by letter to the address Opgroeien Regie (Child and Family), Disputes Committee, Avenue de la Porte de Hal 27, 1060 Brussels. You can also hand in your petition yourself there.

For this you have a period of 3 months starting from the third calendar day following the day on which you were informed of the decision of the payment institution.

The appeal to the commission is free of charge, except if the appeal is considered as 'vexatious' or 'reckless'.

More information about the Disputes Committee

You cannot appeal to the Disputes Committee against your payer's decision on the granting of the care allowance. For this you can go to the Labour Court (see below).

Neither can you apply to the Disputes Committee for a dispute about the designation of the beneficiary. For this, you can contact the Family Court of the judicial district where you are domiciled. This dispute must be submitted to the Family Court within six months of notification of the payer's decision.

5. Contact the labour court

You can lodge an appeal through the labour court of your region.

If you do not agree with the decision of the Disputes Committee, you must, within three months starting from the third calendar day following the day on which you were informed of this decision, lodge an appeal with the labour tribunal by sending a dated and signed petition by registered post to the registry of the labour tribunal of the judicial district where you are domiciled. You can also hand in your petition there.

You must lodge an appeal against a decision of your payment institution on the care allowance within three months of the notification of this decision to the labour court of the judicial district where you are domiciled.

You will find more information in art. 728 and art. 1017 of the Legal Code. >>