The number of complaints received by the Ombudsman of the Brussels Intercommunal Transport Company (STIB-MIVB) decreased by almost 17% in 2016, an unexpected drop despite the attacks in the Maelbeek metro station and the Zaventem airport. In 2015, the services of the STIB-MIVB Ombudsman registered 323 complaints, i.e. an increase of 25%, but in 2016 the number of complaints had dropped to 268. The stir caused in the population by the attacks was therefore not reflected in the numbers.
The Ombudsman notes in his annual report that these events had an indirect impact on the number of complaints lodged between March and September. A low number of complaints were recorded in May (16 complaints) and in September (14 complaints). A greater number of travelers have been reluctant to dodge fees due to an increased sense of security. A peak was recorded in February and December with 30 registered complaints.
The type of complaints received by the Ombudsman remains stable. 148 complaints or 55% related to problems with tickets. This was followed by complaints that do not fall within the scope of responsibility of the Ombudsman, i.e. 73 complaints (27%).
The satisfaction rate of complainants, after receiving a response from the mediation service, reached 63% in 2016. This level had reached 73% in 2012.