Report a problem

What problems can be reported?

You encounter a problem that prevents you from using a product or service. For example:

  • the video with the instructions does not have subtitles
  • the cash machine does not have an audio guide
  • the payment is interrupted by a time limit
  • the instructions are incomprehensible
  • the product images do not have alternative descriptions
  • the document cannot be read by a screen reader

Who can report a problem?

Anyone can report a problem, including private individuals and associations.

How do I report a problem as an association?

As an association, you can submit a report (or make a statement):

  • on behalf of one of your members
  • on behalf of your association
  • as an economic operator offering a service or product covered by the law.

Please use the form on Guichet.lu. :

Form Guichet.lu

How to report a problem?

By the form on this website:

Report a problem

By telephone on 24 77 65 55

If we are unable to answer you in person, an automatic answering service will be activated. If you do not like talking to an answering service, we will call you back.

By Whatsapp on 621 840 598

By email

See the information to provide below and send a message to signal@osaps.etat.lu

By letter to 

OSAPS

11, rue Robert Stumper

L-2557 Luxembourg

By form on Guichet.lu

Form Guichet.lu

Information to provide

  SERVICE PRODUIT
1. Provide your email or phone number Provide your email or phone number
2.

Name of the website or application

E.g.: www.supermarket.lu or E-banking

Type and location of device

E.g.: cash machine at the savings bank in Mamer
3.

Description of the problem

E.g.: ‘I can't read the text. It's too small and too light.’

Description of the problem

E.g.: ‘The machine has a headphone jack but I can't hear anything.’
4. Attach screenshots, photos or documents if possible  Attach photos or documents if possible

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