FAQ

Below you will find an overview of the most frequently asked questions (and our answer to those questions), subdivided into 3 sections:

  1. Conceptual questions
  2. Technical questions
  3. Use of the eBox via TrustO
  4. Comments or complaints

Feel free to email us any questions you cannot find the answer to below via this link.

 

 

Conceptual questions:

 

HOW CAN WE BE OF ASSISTANCE?

TrustO offers “Trusted Third-Party Services” via an intrinsic partnership with ministerial public officials (judicial officers and notaries). For further information about these services, click here.

 

WHAT IS TTPO – THE PRINCIPLE BEHIND TRUSTO?

Certifying (the use of) electronic documents in general, and the electronic traffic of documents and data in particular, including their storage, under the supervision of and confirmed by a public official on the basis of the IATIS (Identification-Authentication-Timestamping-Integrity-Storage) principle.

The "document flow" referred to means the end-to-end process, i.e. from paper and digital to digital, on the one hand, and from digital to paper, on the other hand.

The public officials involved assume the role of Trusted Third-Party Officer (TTPO). Read more

 

WHY SHOULD I USE TRUSTO?

This unique concept is a veritable asset to businesses, organisations, the government and citizens alike, irrespective of the level and size of their administration. Read more


 

WHO CAN BECOME A TTP OFFICER?

In Belgium: every judicial officer, notary and public servant working for the Federal Public Service ICT (Fedict) who applies the IATIS principle can be affiliated to the TrustO platform.

 

CAN I APPOINT MY OWN TTP OFFICER?

You can work with a judicial officer or notary of your choice (on condition that he or she applies the IATIS principle and joins the TrustO platform).

 

Technical questions:

 

 

WHAT ARE THE MINIMUM PC REQUIREMENTS IF I WANT TO AVAIL OF TRUSTO?

The TrustO application uses web browsers. To do so, we aligned ourselves with the web browsers the government uses. These are:

We would advise you to always use the most recent or penultimate version as the older versions do not have the latest technological capabilities.

To check which version you are currently using, proceed as follows:

  • Click the three dots (in the top right-hand corner of your browser)
  • Click "Settings"
  • Here you can check your version

Alternatively, you can get your browser to update automatically.

 

HOW SHOULD I AUTHENTICATE MYSELF IF I WANT TO USE THE APPLICATIONS?

You can identify yourself on the TrustO platform via:

  • eID
  • itsme

If you wish to use eID you will need:

  • A smartphone
  • The itsme app on your smartphone. The app comes in an iOS and Android version.

You will need to ‘authenticate’ yourself only once.

You can do so with your:

  • eID and a card reader
  • bank card and your bank’s card reader
  • Click here to proceed with ‘itsme’

 

HOW CAN I REVOKE MY DIGITAL PERMISSION?

If you wish to change your earlier permission for e.g. the eBox, you can do so via the following link.

To do so, you will need your eID and your card reader.


 

Using the eBox via TrustO

 

Where can I consult my eBox?

You can consult your eBox via www.trusto.be or via any other recognised provider offering this consultation opportunity or via the government’s eBox at www.myebox.be.

The same links to all your documents can also be consulted via these channels.

 

How can I consult and/or change my eBox opt-ins?

You can manage your eBox settings and permissions, or withdraw your permissions, via this link. If you are using your eBox via TrustO, you can change your settings and permissions via “change eBox profile” (in the left upper corner).

 

What is TrustO’s role in the provision of documents?

TrustO gives you an overview of any messages Document Senders (= authors of documents) have sent you. Document Senders are fully responsible for the content of the eBox messages they publish.

 

As eBox ambassador, TrustO undertakes to continuously stimulate/encourage document senders (DSs) and eBox addressees (citizens and businesses) to promote the use of the eBox.

 

How are your data and access to your personal eBox secured?

Access to your highly secure eBox is strictly controlled. Any time you wish to consult your documents, you will be subjected to a number of identity checks (= strong authentication) via eID or itsme. TrustO does not store your government documents unless you decide to store them in your TrustO archive. Whenever you use your TrustO account, the session will automatically expire after 20 minutes’ inactivity.

 

Does TrustO guarantee that it does not have any access to the data in my eBox and that it does not store any data in the context of my access to my eBox?

TrustO is a highly secure environment that is fully supervised and confirmed by a judicial officer (= TTP Officer). It offers you the following guarantees:

  • TrustO, as platform, has no access whatsoever to your documents in your eBox
  • The same applies to all the TrustO staff, appointees and subcontractors
  • All activities are logged under the supervision and confirmed by the judicial officer
    • These log activities are the only data that are stored.

 

How does TrustO deal with the privacy of my data?

TrustO respects the privacy of the users of its website in accordance with Regulation (EU) No 2016/679 (GDPR), the Act of 30/07/2018 and related legislation.

In the event of doubt or if you were to notice any irregularities, please contact our Data Protection Officer (DPO) without delay at the following email address: DPO@TrustO.eu and we will promptly get back to/advise you!

 

What other services does TrustO offer?

TrustO offers a range of services: Solutions

 

 

Comments or complaints about AOD-TrustO:

 

 

AOD-TrustO puts great store by the quality of its services. Day in, day out the AOD-TrustO staff are at the ready to help you and they go out of their way to provide you with a flawless service. In spite of that, you may feel that a certain issue has not been resolved to your satisfaction. Please contact our help desk if you come across any errors or have any questions. If the person in question is unable or unwilling to help you, you are free to lodge a complaint. In that case, our complaints coordinator will rectify the error or offer you a solution. By submitting your complaint, you actually help AOD-TrustO to prevent similar complaints in the future and enable it to improve its modus operandi and service provision. In sum: Any complaints about our services? ... Let us know!

 WHO CAN LODGE A COMPLAINT?

Any person, company or institution availing of the services of AOD-TrustO can lodge a complaint.

WHAT TYPES OF COMPLAINTS CAN YOU LODGE?

You can lodge a complaint about:

  • the AOD-TrustO services and/or products
  • the quality of its products and/or services
  • the way your request was dealt with

 

WHAT TYPE OF COMPLAINTS WILL NOT BE ENTERTAINED?

The following complaints will not be entertained:

  • anonymous complaints
  • complaints that are unsubstantiated; you need to demonstrate your interest
  • complaints about facts that happened more than one year ago.

 

HOW TO LODGE A COMPLAINT?

 

WHAT CAN YOU EXPECT ONCE YOU HAVE LODGED YOUR COMPLAINT?

You will receive an acknowledgement of receipt featuring a unique registration number. Within 30 calendar days you will receive:

  • a reasoned reply or
  • a rectification or
  • a solution 

  | Zwartzustersstraat 29 | B-2000 Antwerpen - België | +32 (0)3 345 82 05 | info@trusto.eu | Disclaimer |