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Plaintes | AFMPS
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page__wrapper--content"> <div class="container"> <div class="row"> <main class="page__section page__section--content" role="main"> <span id="main-content"></span> <h1 class="page__title"> <span>Plaintes</span> </h1> <article class="node node--type-page node--view-mode-full"> <div class="node__content"> <div class="clearfix field--text-formatted field field--name-body field--type-text-with-summary field--label-hidden field__item"><div class="textblock topic clearfix"> <div class="textblock clearfix"> <div class="textblock clearfix"> <table style="color: rgb(50, 49, 46); font-family: "Open Sans", sans-serif; font-size: 0.8125em; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: normal;"> <tbody> <tr> <td><img alt="logo plaintes" data-entity-type="image" data-entity-uuid="0" src="/sites/default/files/content/klachten-dienstverlening-pos-fr.png" style="width: 300px; height: 178px;" title="logo_plaintes"></td> <td> <h2>M茅content(e) de nos prestations, de nos services ?</h2> <span style="color: rgb(24, 109, 160); font-size: 1.275rem; background-color: transparent;">Vous pouvez introduire une plainte.</span> <table style="color: rgb(50, 49, 46); font-family: "Open Sans", sans-serif; font-size: 0.8125em; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: normal;"> </table> </td> </tr> </tbody> </table> <table border="1" cellpadding="1" cellspacing="1" style="width: 500px;"> <tbody> <tr> <td> <h2>Attention</h2> <ul> <li>Utilisez les <a href="https://www.afmps.be/fr/notification_effets">formulaires sp茅cifiques</a> pour les plaintes concernant un effet ind茅sirable, un 茅v茅nement ind茅sirable ou un incident li茅 脿 un m茅dicament ou 脿 un produit de sant茅. </li> <li>Envoyez une plainte concernant la publicit茅 pour des m茅dicaments et/ou des produits de sant茅 脿 le <a href="http://www.afmps.be/fr/humain/medicaments/medicaments/bon_usage/publicite-primes-avantages-echantillons">point-contact sp茅cifique</a>.</li> </ul> </td> </tr> </tbody> </table> <h3> </h3> <h3><a href="#1">Une plainte sur nos prestations ?</a><br> <a href="#2">Quel type de plainte pouvez-vous introduire ?</a><br> <a href="#5">Comment introduire votre plainte ?</a><br> <a href="#7">Qu鈥檃dvient-il de votre plainte ?</a><br> <a href="#8">Que faire si vous n鈥櫭猼es pas satisfait de la r茅ponse ?</a></h3> <p> </p> <h3><strong>Une plainte sur nos prestations ?<a id="1" name="1"></a></strong></h3> <p>Chaque jour, les membres du personnel de l鈥橝FMPS font tout leur possible pour vous aider en vous offrant des services de qualit茅.</p> <p>Mais il peut arriver que vous ne soyez pas totalement satisfait(e). </p> <p>En cas d鈥檈rreur, vous pouvez toujours vous adresser 脿 la personne qui est en charge de votre dossier.</p> <p>Si vous n鈥檕btenez pas de r茅ponse satisfaisante, vous pouvez introduire une plainte. Notre division Qualit茅 la traitera. Il vous sera propos茅 une solution ou l鈥檈rreur sera corrig茅e.</p> <p>Votre plainte permettra 脿 l鈥橝FMPS d鈥檃m茅liorer son fonctionnement et ses services, et ainsi, d鈥櫭﹙iter que des plaintes similaires ne se repr茅sentent 脿 l鈥檃venir.</p> <p>Pour plus d'informations, vous pouvez consulter notre d茅pliant <a href="/sites/default/files/Plaintes_Brochure_FR_DEF.pdf" target="_blank">M茅content de nos services ? Dites-le nous !</a> (PDF)<br> </p> <h3><strong>Quel type de plainte pouvez-vous introduire ?<a id="2" name="2"></a></strong></h3> <p>Toute personne ou organisation qui est en contact avec les services de l鈥橝FMPS peut introduire une plainte. Toutefois, votre plainte doit 锚tre li茅e aux comp茅tences de l鈥橝FMPS.</p> <p>Votre plainte peut porter sur :</p> <ul> <li>les services et les produits fournis par l鈥橝FMPS ;</li> <li>la qualit茅 de ceux-ci ;</li> <li>le traitement d鈥檜ne demande ;</li> <li>l鈥檃pplication de la l茅gislation.</li> </ul> <p>Exemples</p> <ul> <li>Un dossier qui n鈥檈st pas cl么tur茅 dans les d茅lais l茅gaux.</li> <li>Une vente ill茅gale d鈥檜n m茅dicament.<br> </li> </ul> <p><strong>Les plaintes suivantes ne sont pas recevables :<a id="3" name="3"></a> </strong></p> <ul> <li>les plaintes ne relevant pas de la comp茅tence de l鈥橝FMPS ;</li> <li>les plaintes anonymes ;</li> <li>les plaintes non motiv茅es (vous devez pouvoir d茅montrer un int茅r锚t) ;</li> <li>les plaintes relatives 脿 des faits remontant 脿 plus d鈥檜n an ; </li> <li>les plaintes soumises 脿 une proc茅dure judiciaire.</li> </ul> <p>Les plaintes orales doivent toujours 锚tre confirm茅es par 茅crit.<br> </p> <p><strong>Une plainte n鈥檈st pas un recours<a id="4" name="4"></a> </strong></p> <p>Si vous voulez faire annuler une d茅cision administrative, vous devez introduire un recours aupr猫s du Conseil d鈥櫭塼at.<br> </p> <h3><strong>Comment introduire votre plainte ?<a id="5" name="5"></a></strong></h3> <p>Pour introduire une plainte, vous pouvez :</p> <ul> <li>compl茅ter le <a href="#FP">formulaire en ligne</a> ci-dessous ;</li> <li>envoyer votre plainte par courrier, avec la mention 芦 Confidentiel 禄, 脿 :</li> </ul> <p style="margin-left:18.0pt;">Agence f茅d茅rale des m茅dicaments et des produits de sant茅<br> Hugues Malonne, administrateur g茅n茅ral<br> Avenue Galil茅e 5/03<br> 1210 BRUXELLES</p> <p> </p> <h3><strong>Qu鈥檃dvient-il de votre plainte ?<a id="7" name="7"></a> </strong></h3> <p>La proc茅dure de traitement assure que les plaintes font l鈥檕bjet d鈥檜ne enqu锚te compl猫te, 茅quitable et impartiale. Chaque plainte est trait茅e de mani猫re confidentielle et vise 脿 am茅liorer nos prestations dans l鈥檃venir.</p> <p>Vous recevez :</p> <ul> <li>un accus茅 de r茅ception avec un num茅ro d鈥檈nregistrement unique ;</li> <li>dans les quarante jours ouvrables : <ul style="list-style-type:circle;"> <li>une r茅ponse motiv茅e,</li> <li>une rectification,</li> <li>une solution.</li> </ul> </li> </ul> <p>Chaque ann茅e, nous 茅valuons les plaintes soumises et 茅tablissons un plan d鈥檃ction en vue d鈥檃m茅liorer notre fonctionnement et nos services.<br> </p> <h3><strong>Que faire si vous n鈥櫭猼es pas satisfait de notre r茅ponse 脿 votre plainte ?<a id="8" name="8"></a></strong></h3> <p>Vous pouvez contacter le M茅diateur f茅d茅ral. Il s鈥檃git d鈥檜n service ind茅pendant qui ne fait pas partie de l鈥檃dministration f茅d茅rale. Il examinera votre plainte gratuitement et en toute impartialit茅.</p> <p><strong>Coordonn茅es</strong></p> <ul> <li>M茅diateur f茅d茅ral<br> Rue de Louvain 48 bte 6<br> 1000 BRUXELLES</li> <li><a href="http://www.mediateurfederal.be">www.mediateurfederal.be</a><a id="FP" name="FP"></a></li> </ul> </div> </div> </div> </div> </div> </article> <div id="block-fagg-webform-complaints-fr" class="block--complaints-form block block--webform block--webform--fagg-webform-complaints-fr block--region-content"> <form class="webform-submission-form webform-submission-add-form webform-submission-webform-14746-form webform-submission-webform-14746-add-form webform-submission-webform-14746-node-104718-form webform-submission-webform-14746-node-104718-add-form js-webform-details-toggle webform-details-toggle form" data-drupal-selector="webform-submission-webform-14746-node-104718-add-form-2" action="/fr/plaintes" method="post" id="webform-submission-webform-14746-node-104718-add-form--2" accept-charset="UTF-8"> <div id="edit-donnees-personnelles" class="form-item form-item--type-processed-text form-item--name- js-form-item js-form-type-processed-text js-form-item-"> <h2>Données personnelles</h2> </div> <div class="webform-element--title-inline form-item form-item--type-textfield form-item--name-nom js-form-item js-form-type-textfield js-form-item-nom"> <label for="edit-nom" data-required="true" class="form-required js-form-required">Nom</label> <input data-drupal-selector="edit-nom" type="text" id="edit-nom" name="nom" value="" size="60" maxlength="255" class="form-text required" required="required" aria-required="true" /> </div> <div class="webform-element--title-inline form-item form-item--type-textfield form-item--name-prenom js-form-item js-form-type-textfield js-form-item-prenom"> <label for="edit-prenom">Pr茅nom</label> <input data-drupal-selector="edit-prenom" type="text" id="edit-prenom" name="prenom" value="" size="60" maxlength="255" class="form-text" /> </div> <div class="webform-element--title-inline form-item form-item--type-email form-item--name-adresse-e-mail js-form-item js-form-type-email js-form-item-adresse-e-mail"> <label for="edit-adresse-e-mail" data-required="true" class="form-required js-form-required">Adresse e-mail</label> <input data-drupal-selector="edit-adresse-e-mail" type="email" id="edit-adresse-e-mail" name="adresse_e_mail" value="" size="20" maxlength="254" class="form-email required" required="required" aria-required="true" placeholder="Adresse de courriel" /> </div> <div class="form-item form-item--type-textarea form-item--name-adresse-personnelle js-form-item js-form-type-textarea js-form-item-adresse-personnelle"> <label for="edit-adresse-personnelle" data-required="true" class="form-required js-form-required">Adresse personnelle</label> <div class="form-textarea__wrapper"> <textarea data-drupal-selector="edit-adresse-personnelle" id="edit-adresse-personnelle" name="adresse_personnelle" rows="5" cols="60" class="form-textarea required form-textarea--resize-vertical" required="required" aria-required="true"></textarea> </div> </div> <div id="edit-votre-demande" class="form-item form-item--type-processed-text form-item--name- js-form-item js-form-type-processed-text js-form-item-"> <h2>Votre demande</h2> </div> <fieldset data-drupal-selector="edit-votre-demande-concerne" class="webform-element--title-inline radios--wrapper fieldgroup form-composite webform-composite-visible-title required webform-fieldset--title-inline js-webform-type-radios webform-type-radios form-item form-wrapper js-form-item js-form-wrapper" id="edit-votre-demande-concerne--wrapper"> <legend id="edit-votre-demande-concerne--wrapper-legend"> <span class="fieldset-legend form-required js-form-required">Votre demande concerne</span> </legend> <div class="fieldset-wrapper"> <div id="edit-votre-demande-concerne" class="js-webform-radios webform-options-display-one-column form-radios"><div class="form-item form-item--type-radio form-item--name-votre-demande-concerne js-form-item js-form-type-radio js-form-item-votre-demande-concerne"> <input data-drupal-selector="edit-votre-demande-concerne-prior-request-or-complaint" type="radio" id="edit-votre-demande-concerne-prior-request-or-complaint" name="votre_demande_concerne" value="Prior request or complaint" class="form-radio" /> <label for="edit-votre-demande-concerne-prior-request-or-complaint" class="option">Une plainte d茅j脿 introduite</label> </div> <div class="form-item form-item--type-radio form-item--name-votre-demande-concerne js-form-item js-form-type-radio js-form-item-votre-demande-concerne"> <input data-drupal-selector="edit-votre-demande-concerne-complaint-about-gagg-service" type="radio" id="edit-votre-demande-concerne-complaint-about-gagg-service" name="votre_demande_concerne" value="Complaint about GAGG service" class="form-radio" /> <label for="edit-votre-demande-concerne-complaint-about-gagg-service" class="option">Une plainte sur un service de l鈥橝FMPS</label> </div> <div class="form-item form-item--type-radio form-item--name-votre-demande-concerne js-form-item js-form-type-radio js-form-item-votre-demande-concerne"> <input data-drupal-selector="edit-votre-demande-concerne-complaint-about-a-third-party-service" type="radio" id="edit-votre-demande-concerne-complaint-about-a-third-party-service" name="votre_demande_concerne" value="Complaint about a third-party service" class="form-radio" /> <label for="edit-votre-demande-concerne-complaint-about-a-third-party-service" class="option">Une plainte sur un tiers externe 脿 l鈥橝FMPS</label> </div> </div> </div> </fieldset> <div class="form-item form-item--type-textarea form-item--name-sujet-de-votre-demande-1000-caracteres js-form-item js-form-type-textarea js-form-item-sujet-de-votre-demande-1000-caracteres"> <label for="edit-sujet-de-votre-demande-1000-caracteres" data-required="true" class="form-required js-form-required">Sujet de votre demande (1000 caract猫res)</label> <div class="form-textarea__wrapper"> <textarea data-drupal-selector="edit-sujet-de-votre-demande-1000-caracteres" id="edit-sujet-de-votre-demande-1000-caracteres" name="sujet_de_votre_demande_1000_caracteres" rows="5" cols="60" class="form-textarea required form-textarea--resize-vertical" required="required" aria-required="true"></textarea> </div> </div> <div id="edit-champ-obligatoire" class="form-item form-item--type-processed-text form-item--name- js-form-item js-form-type-processed-text js-form-item-"> <span style='color:red; font-weight: bold;'>*</span> = champ obligatoire </div> <input autocomplete="off" data-drupal-selector="form-4batc8xibgxzc2jgyn7r6yfpnr4xplhoihaoxs4y-4q" type="hidden" name="form_build_id" value="form-4batc8xiBGXZC2JGYn7r6YFPNr4XPLHOiHaOxS4Y-4Q" /> <input data-drupal-selector="edit-webform-submission-webform-14746-node-104718-add-form" type="hidden" name="form_id" value="webform_submission_webform_14746_node_104718_add_form" /> <div data-drupal-selector="edit-actions" class="form-actions js-form-wrapper form-wrapper" id="edit-actions--2"><input class="webform-button--submit button button--primary js-form-submit form-submit" data-drupal-selector="edit-submit" type="submit" id="edit-submit" name="op" value="Soumettre" /> </div> <div class="url-textfield js-form-wrapper form-wrapper" style="display: none !important;"><div class="form-item form-item--type-textfield form-item--name-url js-form-item js-form-type-textfield js-form-item-url"> <label for="edit-url">Laisser ce champ vide</label> <input autocomplete="off" data-drupal-selector="edit-url" type="text" id="edit-url" name="url" value="" size="20" maxlength="128" class="form-text" /> </div> </div> </form> </div> <div class="views-element-container block--last-updated block block--views block--views--last-updated-block-1 block--region-content-bottom" id="block-fagg-last-updated"> <div><div class="view view--name-last-updated view--display-block-1 view--id-last_updated view--display-id-block_1 js-view-dom-id-162a267181c83b9ad9c44e116eed68a7b466d46c4a190949e85b50f1f77bf507"> <div class="view__content"> <div class="view__row"><div><span>Derni猫re mise 脿 jour le <time datetime="2025-03-21T13:00:32+01:00" class="datetime">21/03/2025</time> </span></div></div> </div> </div> </div> </div> </main> <div class="page__section page__section--sidebar-second"> <div id="block-blocnoticefr" class="block block--block-content block--block-content--basic--full block--region-sidebar-second"> <div class="clearfix field--text-formatted field field--name-body field--type-text-with-summary field--label-hidden field__item"><div class="block-search"> <h2>Chercher des informations sur un m茅dicament autoris茅 </h2> <p class="MsoNormal"><span lang="EN-US" style="mso-ansi-language:EN-US">(notice, RCP, RMA, DHPC, s-RMP)<o:p></o:p></span></p> <p class="rtecenter"><a href="https://basededonneesdesmedicaments.be/usage-humain" target="_blank">Chercher</a></p> </div> </div> </div> <div id="block-blocbasededonneesautorisesfr" class="block block--block-content block--block-content--basic--full block--region-sidebar-second"> <div class="clearfix field--text-formatted field field--name-body field--type-text-with-summary field--label-hidden field__item"><div class="highlight-3"> <h3>Base de donn茅es des m茅dicaments suspendus </h3> <ul> <li><a href="https://basededonneesdesmedicaments.be/usage-humain/apercu/medicaments-dont-autorisation-est-suspendue" target="_blank">脿 usage humain</a></li> <li><a href="https://basededonneesdesmedicaments.be/usage-veterinaire/apercu/medicaments-dont-autorisation-est-suspendue">脿 usage v茅t茅rinaire</a></li> </ul> </div> </div> </div> <div id="block-blocdisponibilitemedicamentfr" class="block block--block-content block--block-content--basic--full block--region-sidebar-second"> <div class="clearfix field--text-formatted field field--name-body field--type-text-with-summary field--label-hidden field__item"><div 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