Telecom Complaints Surge in Belgium, Orange Belgium Faces Increased Scrutiny
Belgium’s telecommunications sector is grappling with a persistently high volume of customer complaints, despite a slight overall decrease in 2025. The Telecommunications Ombudsman Service received 15,087 written requests for mediation in 2025, a 6.31% decrease from the 16,104 complaints received in 2024 . However, certain providers, notably Orange Belgium, are experiencing a significant rise in customer dissatisfaction.
Overall Complaint Trends
While the total number of complaints dipped slightly, the demand for mediation remains substantial. Of the 15,087 requests, 12,445 were formal ombudsman complaints, down from 13,319 in 2024. Complaints related to the malicious use of electronic communications networks, such as telephone harassment, totaled 2,642, a decrease from 2,785 the previous year .
Provider-Specific Performance
Proximus Group recorded the highest number of complaints at 4,539, but this represents a nearly 20% year-on-year decline. Telenet Group, including Base, also saw a significant drop, with 3,884 complaints, almost 25% fewer than in 2024 .
In contrast, Orange Belgium, which includes VOO and Hey!, reported a sharp increase in complaints, rising by 32.93% in 2025, following a 6% increase in 2024 and . This increase has drawn attention from the Belgian Telecommunications Ombudsman. Recent reports indicate customers are experiencing issues with service interruptions, with one customer reporting being without phone service for three weeks .
Digi Communications Belgium, active since December 2024, ranked fourth with 461 complaints, a substantial increase from 45 in 2024. Unleashed, encompassing Mobile Vikings and JIM Mobile, placed fifth with nearly 300 complaints, up 32.29% compared to 2024 .
Persistent Issues and Regulatory Response
The Ombudsman Service has consistently highlighted difficulties customers face when attempting to cancel telecom services. In 2025, 909 disputes related to cancellations were recorded, a 4% increase year-on-year. These complaints typically involve delays or outright failures to process cancellation requests .
Minister for Consumer Protection Rob Beenders has stated that measures are being introduced to address these frustrations and improve the customer experience .
Key Takeaways
- Overall telecom complaints in Belgium decreased slightly in 2025, but remain high.
- Orange Belgium experienced a significant surge in complaints, increasing by 32.93%.
- Cancellation disputes continue to be a major source of frustration for customers.
- Regulatory measures are being considered to alleviate customer frustrations.