Complaints about a registrar
DNS Belgium does not have the right to check or to sanction the agreement concluded by and between the registrar and the domain name holder.
We can investigate complaints about registrars only in the case of a violation of the registrar agreement, i.e. the agreement between us and the registrars. If the complaint is admissible, justified and serious, we will serve notice to the registrar involved to comply with his contractual obligations.
DNS Belgium does not intervene in the following cases
- you have a dispute with your registrar about the invoicing of his services
- you have a dispute with your registrar about one or more domain names with an extension other than .be, .brussels or .vlaanderen
- you feel that you are not getting sufficient support from your registrar or that he does not have a well structured helpdesk
- you have a dispute with your registrar about services other than the registration or the pure management of the domain name, e.g. hosting your website, creating a website, the link between domain name and website, setting up and connecting mailboxes, etc.
- you have a conflict with your hosting partner, but he is not a registrar himself but an intermediary between you and the actual registrar
DNS Belgium does intervene in the following situations
- your registrar provided his own details instead of yours during the registration, so according to our database you are not the registrant of your domain name
- your registrar provided his own e-mail address during the registration, not yours
- your registrar has carried out an operation as a result of which your domain name suddenly belongs to someone else
- your registrar did not apprise you the terms and conditions of DNS Belgium for acceptance
What should you do
Send us your complaint through our contact form. Your complaint will be examined by our legal department and we will inform you about what action we can then take.
When you register a domain name, for instance, the registrar will have to carry out a number of operations and in many cases verify a number of data as well. In addition to the registration of domain names, a registrar provides a number of other services also. That is why a registrar is free to set his own prices depending on the costs and services provided.
DNS Belgium on the other hand has a fully automated registration system. In this way, we can keep the price of a domain name and of transactions with domain names a lot lower than a registrar.
If the contract between a registrar and DNS Belgium is terminated, there are two possibilities:
- Another registrar takes over the entire portfolio of domain names; you will naturally be informed accordingly by the new registrar, and this transfer is free of charge. You are of course free to choose another registrar, but then you have to pay for the transfer and the due date is adjusted.
- If no new registrar comes forward, DNS Belgium takes over (temporarily) the domain names of the old registrar, and informs the registrants accordingly in writing. We then ask you to designate as promptly as possible a new registrar who will take over the management of your domain. DNS Belgium cannot in fact guarantee that the name servers of the discontinued registrar will continue to operate.
If your domain name has not lapsed yet, the new registrar will start the transfer process without charging any costs. If your domain name has lapsed before you have chosen a new registrar, we send you a letter to inform you that your domain name is out of service. If you have not designated a new registrar two months later, we will delete your domain name. Your e-mail addresses will no longer work, and your website will no longer be available. After another three months your domain name will be released for the party that wishes to register it.