Telecom complaints remain high, despite slight decline in 2025
The Telecommunications Ombudsman Service received 15,087 written requests for mediation in 2025, according to its annual report published on Thursday. Although this represents a 6.31 per cent decrease compared with 2024, the overall number of cases remains persistently high.
Of the total, 12,445 were ombudsman complaints, down from 13,319 a year earlier. A further 2,642 cases concerned malicious use of electronic communications networks, such as telephone harassment, compared with 2,785 in 2024.
Proximus Group recorded the highest number of complaints, at 4,539, although this marked a decline of almost 20 per cent year on year. Telenet Group, including its Base brand, also saw a significant drop, with 3,884 complaints, nearly 25 per cent fewer than in 2024.
By contrast, Orange Belgium, including VOO and Hey!, reported a sharp increase. Complaints rose by 32.93 per cent in 2025, following a 6 per cent increase the previous year.
Digi Communications Belgium, commercially active since December 2024, ranked fourth with 461 complaints. Unleashed, which includes Mobile Vikings and JIM Mobile, placed fifth with nearly 300 complaints, up 32.29 per cent compared with 2024.
Cancellation disputes
The Ombudsman Service has for several years pointed to persistent difficulties in cancelling telecom services. In 2025, it recorded 909 disputes related to cancellations, a 4 per cent increase year on year. Complaints typically concern delays or failures to process cancellation requests.
Minister for Consumer Protection Rob Beenders said measures are being introduced to "alleviate frustrations among telecom customers". He has asked the Belgian Institute for Postal Services and Telecommunications to carry out an in-depth analysis, with findings expected in the autumn.
© BELGA PHOTO BENOIT DOPPAGNE
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