Anyone can file a complaint with the Office of the Ombudsman for the Postal Sector: an individual, a company, an association, an organisation, ...
The shipper of a postal item as well as the addressee thereof can file a complaint provided that it is related to a dispute with a postal operator (or delivery company) active on Belgian soil.
A mediation process can only be initiated if the dispute in question has been filed with the concerned postal operator according to its internal procedure. The Office of the Ombudsman of the Postal Sector acts in this instance as an appeal body.
Moreover, a mediation can only be started if the complaint has been filed in a written mode with the Office of the Ombudsman for the Postal Sector by means of the online complaint webform, by e-mail or by postal letter.