Structure

A brief description is given below of the different services at Bruxelles-Propreté. 

Each of these services carries out specific tasks, acting in coordination with the other services and under the authority of the Directorate-General with the common objective of ensuring its employees' well-being and providing a good service to Brussels and its people. 

Key figures of Bruxelles-Propreté

4 professions at Bruxelles-Propreté

WASTE COLLECTION 

AWARENESS RAISING 

CLEANING OF REGIONAL ROADS

WASTE RECOVERY

OPERATIONAL SERVICES

The operational services carry out collection and cleaning tasks and are the nerve centre of Bruxelles-Propreté. These areas of activity are particularly important for the citizens, ensuring them a pleasant living environment, a healthy home and clean streets.

Cleaning

• The Cleaning Service employs more than 600 workers and has significant logistical resources (200 vehicles), which it deploys 7 days a week between 5.00 and midnight;
• 410 km of regional or municipal roads are cleaned: mechanical sweeping, manual sweeping, cleaning of gullies (15,000), emptying of litter bins (more than 5,000), cleaning near railway stations, removal of graffiti, leaf collection, etc.;
• The Cleaning Service is also responsible for cleaning during events such as the Iris Festival, the Brussels 20km, Gay Pride, markets and flea markets.

Household Waste Collection Service

Bruxelles-Propreté organises home collections in bags or (for most apartment buildings) containers and provides drop-off points; a few rules to follow:

• Your bag may not exceed 15 kg;
• Sharp items (e.g. broken glass) must be well packaged to protect you and our personnel against cuts;
• The days to put out your bags must be respected.

Specific Collection Service

The Specific Collection Service is located mainly at Buda and consists of around 280 people across all activity sectors. 
This entity is in charge of collecting waste that does not form part of conventional household waste from regional roads. This includes the management and collection of:

• Glass recycling containers;
• Bulky items;
• Fly-tipped waste;
• Collection in container ships;
• Chemicals.

In addition to these waste types, Buda manages waste from the regional container parks.

INFRASTRUCTURE AND PROJECTS

The Infrastructure and Projects Unit manages all aspects of the buildings used by Bruxelles-Propreté for its activities. This includes various tasks:

• Planning conversions of existing buildings and new constructions.
• Analysing needs, developing solutions and performing budgetary evaluation of projects.
• Awarding works contracts.
• Managing various specialist technical functions.
• Supervising the unit’s activities.
• Monitoring the unit’s budgeted expenditure.
• Monitoring of technical matters by the occupational safety and health committee.
• Project management for Bruxelles-Propreté and the subsidiaries in charge of waste treatment.

CUSTOMER AND CITIZEN SUPPORT

In 2016, Bruxelles-Propreté set up a new organisation called Customer and Citizen Support (SupCC), with three aims in mind:

• To improve citizen satisfaction and customer loyalty.
• To increase the well-being and efficiency of the personnel in charge of administrative and commercial contacts with customers and citizens.
• To reduce the number and value of disputes through more proactive management of customer relations.

SupCC aims to process customer and citizen requests more efficiently

In 2023, this department was reorganised into ten functional units, each specialising in a specific area of support for customers and citizens.

The Contact Centre has been split into two separate entities:

• First Line Citizen: team dedicated to assisting households (info@arp-gan.be 0800 / 981 81)
• First Line Client: team dedicated to professionals (pro@arp-gan.be 0800 / 988 77)

Two new teams have been created:

• Second Line: responsible for handling complex complaints requiring in-depth investigation, as well as for the continuous improvement of processes.
• Back Office Client: responsible, among other things, for the management of contractual modifications, orders and invoicing.

The department's other teams are:

• Delivery
• Commercial Controllers
• Internal Sales
• Field Sales Client
• High-rise housing
• Communication

The specialisation of the units is coupled with intense cross-functional collaboration and improved circulation of information thanks to a high-performance IT infrastructure.

DIRECTORATE-GENERAL

The Directorate-General (DG) consists of Frédéric Fontaine as Director.

The roles of the Directorate-General consist of:

• Providing the required assistance and developing regional policies on waste collection and treatment.
• Optimising the functioning of Bruxelles-Propreté by reorganising the management and services.
• Chairing meetings with the trade unions.
• Ensuring and consolidating the development of commercial revenue.

PURCHASING AND LOGISTICS SERVICE

The Purchasing and Logistics Service oversees most of Bruxelles-Propreté’s purchases through the award of public contracts for supplies and services. This support unit centralises requests from both operational and administrative services.

THE VEHICLE FLEET MANAGEMENT SERVICE

This service mainly deals with the acquisition of new vehicles and other machinery, their maintenance and repair and ensuring compliance with related administrative and technical requirements. It also manages road accident cases.

INVESTIGATION AND REPORTING 

The Investigation and Reporting Service consists of around thirty employees and tackles littering and other offences.

The surveillance personnel can book offenders, carry out investigations as required, issue warnings and take steps to prevent offences from being committed or the environment or human health from being threatened.

INTERNAL AUDIT SERVICE

The main role of the Internal Audit Service is to participate actively in improving the functioning of Bruxelles-Propreté by ensuring the proper implementation of working procedures in the field.

With its nine-strong team consisting of employees from the operational side as well as from central administration, the service has the necessary mix to understand the agency as a whole and its various activities.

FINANCE SERVICE

The Finance Service consists of some ten employees divided between the Finance and Disputes Services.

The Finance Service is responsible for inputting and paying the numerous invoices from the Agency’s various suppliers. It allocates all revenue (including commercial revenue) received by Bruxelles-Propreté to the relevant accounts.

It draws up the Agency’s annual budget, its balance sheet and the monthly VAT return.

COMMUNICATION SERVICE

The Communication Service consists of around twenty employees, including a translator. 

External communication conveys information from Bruxelles-Propreté to the citizens. It raises awareness in Brussels about the importance of waste-sorting, avoiding littering and so on to young audiences as well as adults (non-profit organisations, residents, etc.). It also includes communication with the press.

Internal communication passes on information from the Directorate-General to all employees and strengthens the coherence and cohesion of the organisation.

HUMAN RESOURCES SERVICE

The Human Resources team is the main point of contact for all questions from employees within the organisation.

This service has several units specialising in specific fields:

• payroll management
• career management
• recruitment
• medical
• discipline
• training

ISO SERVICE

The ISO Service has two employees and is responsible for maintaining the ISO 9001 (Quality System) and ISO 14001 (Environmental System) certifications.

• We ensure that the documents made available through the intranet are the latest versions.
• We are in charge of checking that the system is applied at the different levels and that everyone is using the right documents.
• We monitor quality improvement actions suggested by personnel or identified following breaches of standard procedure.
• We support external certification personnel in the field when they come to the Agency to audit us.

LEGAL SERVICE

The Legal Service consists of three lawyers.

It is a support service (analysis, advice, document preparation, etc.) which assists the Directorate-General and the other services/sectors of Bruxelles-Propreté in different branches of law (administrative law, employment law, environmental law, etc.), both preventively and in the context of disputes.

In this way it participates actively in the functioning and development of Bruxelles-Propreté.