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The Office of the Ombudsman for the Postal Sector is in charge of user matters regarding the operation of postal service providers, whether they provide universal or non-universal postal services.

User matters are matters regarding the interests of users who do not provide postal services themselves.

A “user” is any natural or legal person benefiting from postal service provision as a sender or an addressee.

The main mission of the Office of the Ombudsman for the Postal Sector exists in the examination of all complaints of users regarding:

  • bpost’s activities, with the exception of complaints for which another independent sectoral conciliation board or mediator is competent or products and services provided by third-party subcontractors;
  • the postal activities of companies providing postal services.