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If you are not satisfied with the OV-chipkaart or the service provided by OV-chipkaart Customer Services, you can submit a complaint. Your complaint will be handled by a team of specially trained customer services employees.

the service provided by OV-chipkaart Customer Services

There are two ways to submit your complaint to us. Indicate that it is a complaint. Include your name, address, date of birth, e-mail address and if possible your OV-chipkaart number as well.

If you do not agree with how your complaint was handled, contact our Complaints Manager. They will handle your complaint again and look into the previous handling of your complaint. You and the Complaints Manager can then reach a solution together.

Send an e-mail to klachtenmanager@ov-chipkaart.nl or write a letter to the OV-chipkaart Complaints Manager. The Complaints Manager will need the following information:

Summary or copy of previous correspondence, preferably with an accompanying contact number.

The Complaints Manager will try to reply to your complaint within six working days.

The Complaints Manager will only handle complaints that have been handled unsatisfactorily. If you did not submit your complaint following the standard OV-chipkaart Customer Services procedure first, the Complaints Manager will not handle your complaint.

If you disagree with the result once the complaint has been handled, you can opt to submit your complaint to an independent authority. To do so, you can go to the following organisations:

Since 1 January 2023, you're able to file your complaints at the complaints booth if you can not resolve your issue with the transportation company or company that you have an issue with. They mediate between you and Translink to come to a solution. This was previously the task of the OV ombudsman, but has been forwarded. You can find more information here. 

OV-chipkaart Customer Services is part of Translink, which is a member of the Public Transport Disputes Committee. For more information, go to www.degeschillencommissie.nl.

This summary is based on a more detailed description of the complaints procedure. Click here to see the complete complaints procedure (pdf).

File a complaint

We handle complaints about:

How can you file a complaint?

File a complaint

We handle complaints about:

How can you file a complaint?

Have you filed a claim, but do you not agree with the given solution?

Not satisfied with the result?