The number of parcels from Bpost that do not arrive at their destination is rising, with growing suspicions that this is partly due to couriers keeping the parcels for themselves.
Every year, Belgium's national mail carrier Bpost delivers millions of parcels, but tens of thousands go missing. Moreover, the number of packages that do not reach their destination has recently increased, VRT News reports.
Although approximately 0.1% of parcels fail to reach their intended recipients, in absolute numbers this equates to tens of thousands of parcels that remain undelivered, Bpost spokesperson Veerle Van Mierlo said. "Each undelivered package is one too many. This is an issue that concerns us greatly and we are taking decisive actions to rectify it."
Missing parcels have been complaint number one for years at the ombudsman service for postal and parcel companies in Belgium, but the reported claims are just the tip of the iceberg as many people do not notify the ombudsman service.
Package theft
Though difficult to ascertain where the missing packages end up, there are internal suspicions that they are being stolen by those delivering them.
Bpost is actively implementing measures to prevent this, whether by working with private investigators or installing closed-circuit television (CCTV) systems.
Customers whose parcels go missing are advised to contact the vendor first and not the courier. The vendor is responsible for the shipment. Customers making purchases from professional sellers are entitled to compensation if the parcel goes missing, or the seller must resend the item.
If the complaint is not being dealt with by a Belgian webshop, customers are advised to take their complaint to the consumer ombudsman service or the ombudsman service for trade; those who bought an undelivered package from a European webshop can contact the European Consumer Centre.
