FAQ

FAQ2016-12-30T13:53:38+01:00
How can I become volunteer?2015-07-01T22:52:33+01:00

You can register on the website or contact the HR department during our business hours (9h – 17h).

What are the requirements to become a volunteer?2015-07-01T22:46:35+01:00

We expect a proper attitude to patient and environment. As a minimum we expect knowledge of first aid training. We also provide you the additional training necessary to perform non-urgent / urgent patient transport.

I do not have first aid training, can I be a volunteer?2015-07-01T22:40:25+01:00

Sure, you can do the training with us.

I am unemployed, can I be a volunteer?2015-07-01T22:34:47+01:00

If you receive money for your unemployment, we recommend you to contact the ‘RVA’.

What are the General Conditions?2019-05-17T08:54:59+01:00
How do I make a complaint?2015-06-17T17:43:09+01:00

All “complaints” relating to transport must be submitted in writing (letter, email, fax) klachten” within five days of the transport concerned.

Complaints about visible defects to goods must be reported within 8 days of the delivery. Such complaints must be made by registered letter in which the defects are exhaustively described. Non-visible defects must be reported within six months of the delivery.

You can contact our ombudsman service via our contact page.

Will my transport be reimbursed by mutual health fund/insurance?2015-06-17T17:44:10+01:00

All our invoices may be submitted to your mutual health fund. Depending on the fund there will be either a full or partial reimbursement. Invoices on which the words “remgeld” (patient’s share) cannot be submitted to the mutual health fund, as the amount of the invoice is your own contribution. In other words a sum has already been invoiced directly to the mutual health fund.

Additional reimbursement may sometimes be paid out under a separate insurance plan (e.g. hospitalization, or industrial accident insurance).

Will the driver accompany me to the ward or to the doctor? Will they collect me from the room?2015-06-17T17:45:11+01:00

Yes, the driver will help you as much as possible.

How is the number of kilometres determined?2015-06-17T17:46:11+01:00

For the 100/112 service: from the ambulance station (or the point of departure if the ambulance was on the road from a previous call) to the place where its services are needed and then to the hospital and back to the ambulance station (as determined by the Ministry).

For other transport services the number of kilometres depends on the contract with our partners (mutual health fund, hospital, etc.). The standard formula is the number of kilometres when loaded x 2.

I am unable to pay the bill. What must I do?2015-06-17T17:47:09+01:00

Payment plans are available for bills of more than € 100. The maximum payment period is three months, and an administration charge of € 20 will be added to the bill.

How long have I got to pay the bill?2016-12-30T13:53:43+01:00

All our invoices are payable:

  • By private persons: within 15 days of the invoice date using the attached bank transfer form;
  • By all other customers: within 30 days of the invoice date using the attached bank transfer form.

Our invoices are always payable by you. Should you be of the opinion that the invoice must be paid by a third party, you must recover it from the other party yourself.

Procedure in the event of the expiry of the payment period:

Procedure in the event of a failure to pay on time:

  • The first reminder is sent 15 days after the invoice date: the amount of the invoice will be increased by a penalty of 15% of the official rate, with a minimum penalty of € 15.
  • The second reminder is sent 30 days after the invoice date: the amount of the invoice will be increased by a penalty of 15% of the official rate, with a minimum penalty of € 30.

If we fail to receive payment after the second reminder, your account will be passed on to our legal department without further delay. In addition to a penalty of 15% of the official rate with a minimum charge of € 30, the legal service will seek the payment of an administrative charge of € 30 and interest for late payment of 15% per annum in application of Articles 1146 to 1155 inclusive and Art. 1229 of the Civil Code.

All additional costs will always be charged to you as well.

Will I have to pay more at the weekend at night?2015-06-17T17:51:44+01:00

Sometimes this is the case with Mutas bv and for certain journeys in the Brussels Capital Region.

How does the intervention of the insurance company/mutual health fund work?2015-06-17T17:52:37+01:00

All our invoices may be submitted to your mutual health fund. Depending on the fund there will be either a full or partial reimbursement. Invoices on which the words “remgeld” (patient’s share) cannot be submitted to the mutual health fund, as the amount of the invoice is your own contribution. In other words a sum has already been invoiced directly to the mutual health fund.

Additional reimbursement may sometimes be paid out under a separate insurance plan (e.g. hospitalization, or industrial accident insurance).

I live on the 1st Floor and there is no lift. Will the driver help me downstairs?2015-06-17T17:53:27+01:00

Absolutely, our driver will be glad to help you.