Complaint handling

Every postal service provider is obliged to meet a number of conditions regarding complaint handling:

  • implementing transparent, simple and inexpensive procedures for dealing with users’ complaints in a fair and swift manner, in cases involving loss, theft, damage or non-compliance with service quality standards, including a procedure for determining where responsibility lies in cases where several service providers are involved;

  • providing information about the appeal procedure before the Office of the Ombudsman for the Postal Sector and appointing a person to represent the operator in his relations with the Office of the Ombudsman for the Postal Sector.

If you are not satisfied with the treatment of your complaint by a postal operator, you can bring the case before the Office of the Ombudsman for the Postal Sector (www.omps.be).