Belgian Minister of Public Enterprises and Government Modernisation, Vanessa Matz (Les Engagés), demanded better and faster assistance for victims of lost parcels on Tuesday.
On Monday, the Postal Ombudsman released its annual report, which revealed that most complaints still concern lost parcels. Matz made the statement on Tuesday in response to the annual report.
The Ombudsman found that parcel recipients are often not helped by postal companies.
"It remains far too difficult for citizens to get a refund when a parcel is lost," Matz said. "Citizens should not have to submit a mediation request to get a solution."
Matz, alongside her Federal Government Minister Rob Beenders (Vooruit), who is responsible for Consumer Protection, wants to explore how to better frame the responsibility of the various stakeholders.
"Consumers should be offered a solution at the first point of contact," Matz stated. She added that consumers should not be bounced between the online store and the supplier.
Updating the European directive, last revised in 2008, is also necessary according to Matz, especially considering the rise of e-commerce.
