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The 15 Ombuds Brussels standards

Citizens must be able to count on fair and qualitative public administrations. Ombuds Brussels bases itself on a list of 15 standards that describe citizens' expectations of the public administrations.
These standards form the framework of reference for complaint handling.

  1. A proper implementation of the rules of law

  2. Equality

  3. Impartiality

  4. Reasonable and proportionate assessment

  5. Legal certainty

  6. Legitimate confidence

  7. The right to be heard

  8. Reasonable time limits

  9. Conscientious management

  10. Efficient coordination

  11. Adequate justification

  12. Active provision of information

  13. Passive provision of information

  14. Courtesy

  15. Adequate access

Find out more (PDF in french)

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