The Office of the Ombudsman for the Postal Sector only deals with written complaints.

The Office of the Ombudsman for the Postal Sector is an appeal body. Primary complaints are first sent to the postal service provider for treatment. The latter may give a motivated refusal to treat the complaint if that complaint has been lodged with the company in question over a year ago or if the complaint is obviously vexatious.

The Office of the Ombudsman always informs the user and provider of postal services, even when the Office of the Ombudsman declares it has no jurisdiction or stops the complaintandling. A postal service provider who is informed by the Office of the Ombudsman that the latter has received an admissible complaint regarding the former's activities needs to:

  • transfer all elements to support its initial position or make a proposal for amicable settlement within ten working days of the receipt of this communication;
  • suspend the collection procedure for a maximum duration of 4 months following the submission of the complaint with the Office of the Ombudsman or until the Office of the Ombudsman for the Postal Sector has formulated a recommendation or until an amicable settlement can be achieved.

The user and provider of postal services are entitled to consult the file at the Office of the Ombudsman.

If the case is settled amicably, the Ombudsman shall close the file and send a confirmation to both parties.

He can make a recommendation to bpost and other postal providers when no amicable settlement can be reached. The company involved that decides not to abide by the recommendation has a period of twenty working days, twice, to transfer its motivation to the complainant and the Ombudsman. In case no motivation for the refusal is received within said term, the company in question commits itself to applying the recommendation as regards the specific and personal compensation to the complainant involved.

In the framework of a complaint lodged with the Office of the Ombudsman for the Postal sector, the latter is allowed to examine the books, correspondence, reports and in general all documents and texts of the company or companies directly related to the object of the complaint, except for the pieces subject to privacy of correspondence. The Ombudsman may ask the management bodies and staff of the companies involved for any explanation or information and carry out all inspections necessary to the investigation.

The information received in this manner is treated confidentially if distribution may cause general harm to the company.

Within the limits of his competence the Ombudsman shall not receive instructions from any government body.

The investigation of a complaint is ended if a jurisdictional appeal is lodged against it.