In line with the implementation of the measures decided by the Government to deal with Covid-19, the Ombudsman's Secretariat and the Contrôle externe des lieux privatifs de liberté have put in place the following communication instruments to ensure the continuity of our services:
The offices are no longer accessible to the public until further notice.
A reduced service is provided:
- between 08:00/12:00 and 13:30/16:00 via phone at (+352) 26 27 01 01,
- by email using firstname.lastname@example.org or
- by postal mail at 36, rue du Marché-aux-Herbes, L-1728 Luxembourg.
The Secretariat of the Ombudsman and the Contrôle externe des lieux privatifs de liberté thank you for your understanding.
Does your complaint not concern the functioning of an administration or a public institution?
This page provides information on various mediation and legal aid services available in the Grand Duchy of Luxembourg.
Do not hesitate to contact them for any additional information.
The National service of the Mediator of consumption (Service national du Médiateur de la consommation) is a neutral and independent body which makes available to consumers and traders a voluntary and confidential procedure designed to resolve consumer disputes, that is to say disputes deriving from a sale contract or a service contract entered into between a consumer and a trader, on an amicable basis.
The Mediator of consumption may serve as an impartial intermediary in order to facilitate dialogue between the parties and assist them in jointly seeking an amicable solution. If the parties do not reach an amicable agreement, the Mediator of consumption can suggest a solution to them, which they are free to accept or reject.
Ancien Hôtel de la Monnaie
6, rue du Palais de Justice
Tel: (+352) 46 13 11
Fax: (+352) 46 36 03
The national health information and mediation service is a structure provides information, advice, prevention and resolution services to and between healthcare providers and patients.
The service is free and open to both the patient and the healthcare providers.
73, rue Adolphe Fischer (4e étage)
Tel: (+352) 24 77 55 15
The OKaJu's mission is to ensure the implementation of the International Convention on the Rights of the Child signed on 20 November 1989 in New York and ratified in Luxembourg on 20 December 1993.
In this sense, the ORK may receive information and complaints from any minor child or adolescent whose rights have not been respected by his parents, legal guardians, or by an association or institution that takes care of such minors.
65, route d'Arlon
Tel: (+352) 28 37 36 35
The School Mediator is dealing with complaints and grievances related to students at risk of leaving school early, the inclusion of pupils with special educational needs and the integration of children with an immigration background.
29, rue Aldringen
Tel: (+352) 2476–5280
Please find below a list of Luxembourg municipalities which offer to their residents a free mediation service.
Do not hesitate to contact your municipality for more information.
If you experience problems with an administration in another Member State of the European Union, you can turn to SOLVIT.
SOLVIT was set up by the European Commission in 2002. This online network will find an alternative (informal) solution for complaints from consumers and businesses. These complaints must concern a misapplication of internal market laws by administrations.
SOLVIT Centres exist in every country of the EU as well as in Iceland, Liechtenstein and Norway. They deal with the complaints for free.
The solutions proposed are not binding. However, if the outcome of the procedure is not satisfactory, you can appeal to the European Commission or refer the dispute to the courts.
19-21 boulevard Royal
Tel : (+352) 2478-4334
Fax : (+352) 2478-4159
The Centre for Equal Treatment (CET) was created by the law of 28 November 2006.
The CET carries out its missions independently, and its purpose is to promote, analyse and monitor equal treatment between all persons without discrimination on the basis of race, ethnic origin, sex, sexual orientation, religion or beliefs, handicap or age.
65, route d'Arlon
Tel: (+352) 28 37 36 35
A consumer residing in Luxembourg or within the territory of the European Union may introduce an application for mediation against a professional (operator, supplier/operator of electricity/natural gas network or postal service provider) established in Luxembourg. In the same way, a professional established in Luxembourg may introduce an application for mediation against a consumer residing in Luxembourg.
The ILR proposes an alternative dispute resolution mechanism by which an independent third party, called the mediator, helps the parties to find an amicable solution to their dispute.
The mediation process is voluntary, free and quick.
17, rue du Fossé
Tel: (+352) 28 22 82 28
Fax: (+352) 28 22 82 29
ULC is a non-profit association whose purpose is the protection, defense, information and education of Luxembourg consumers. ULC also represents consumers in their relations with public and political authorities.
55, rue des Bruyères
Tel: (+352) 49 60 22 – 1
The CLLV's mission is to find an out-of-court settlement of national and cross-border disputes relating to package travel contracts concluded by a consumer, resident or not in Luxembourg, and a professional established in Luxembourg as well as any other travel service contract concluded by a consumer, resident or not in Luxembourg, through a travel agency established in Luxembourg.
The CLLV can also be seized when a professional not established in Luxembourg accepts the CLLV’s competence for disputes with consumers residing in Luxembourg.
55, rue des Bruyères
L- 1274 Howald
Tel: (+352) 49 60 22 – 205
Fax: (+352) 49 49 57
TThe mediator deals with requests for the extrajudicial settlement of insurance disputes between consumers (whether or not they are resident in Luxembourg) and life and non-life companies that are ACA members. The mediator's opinions, proposed solutions or amicable agreements are not binding on the parties concerned.
12, rue Erasme
Tel: (+352) 44 21 44 1
Fax: (+352) 44 02 89
The legal information service welcomes individuals who wish to receive information and be referred to the relevant services, in particular in the following areas: civil-, lease-, divorce-, criminal -, and labour law.
In practice, the work of the service essentially consists of informing individuals about procedures and legal proceedings, distributing models of requests or explaining legal steps and actions for which a lawyer is not necessary.
L-2080 - Luxembourg
Tel: (+352) 475981 - 2345/ 2325/ 2600
Justice de paix
Place Joseph Bech
L-9211 - Diekirch
Tel: (+352) 802315