Brussels – Belgian Minister of Public Enterprises and Government Modernisation, Vanessa Matz (Les Engagés), has called for improved and swifter assistance for consumers who suffer from lost parcels.
Her statement on Tuesday comes in response to the latest annual report from the Postal Ombudsman, which highlighted the persistent issue of lost deliveries as the most common complaint from customers.
The report, released on Monday, underscored that parcel recipients often struggle to receive proper help from postal companies when their packages go missing.
According to Matz, consumers face undue difficulties when trying to obtain a refund or solution for lost parcels, often being forced to submit mediation requests before any progress is made.
“It remains far too difficult for citizens to get a refund when a parcel is lost,” Matz said. “Consumers should not have to submit a mediation request to get a solution. The process must be more efficient and transparent.”
Matz, along with Federal Government Minister Rob Beenders (Vooruit), who is responsible for Consumer Protection, is now pushing for clearer guidelines that hold all stakeholders accountable.
Their aim is to ensure that consumers receive proper assistance at the first point of contact rather than being sent back and forth between online retailers and delivery companies.
“Consumers should be offered a solution at the first point of contact,” Matz stated, emphasising that they should not have to navigate a complex system where responsibility is unclear.
She stressed that better collaboration between retailers, postal companies, and regulatory bodies is essential to prevent delays and frustrations for customers.
The ministers are also considering measures to update the European directive governing postal services, which was last revised in 2008.
Given the sharp rise in e-commerce in recent years, Matz believes that the current framework is outdated and needs to reflect the realities of modern-day online shopping and logistics.
“The landscape of parcel delivery has changed dramatically since 2008. We need a European directive that keeps pace with the rapid expansion of e-commerce and ensures consumer rights are adequately protected,” she said.
Consumer rights organisations have welcomed Matz’s push for reform, arguing that postal companies must be held to higher standards. The Belgian consumer association Test Achats has long criticised the bureaucracy involved in filing complaints and obtaining refunds, calling for a simplified and more consumer-friendly process.
“The current system places an unfair burden on consumers,” a Test Achats spokesperson said. “Many customers are left without a resolution simply because they are unsure of who to contact or because the process is too complex.”
Meanwhile, postal companies and e-commerce platforms are expected to weigh in on the proposed changes, with some arguing that a balance must be struck between consumer protection and logistical feasibility.
Nonetheless, Matz remains firm in her position that the system must work in favour of consumers rather than leaving them to navigate an often-frustrating maze of policies and procedures.
With the debate now open, further discussions and potential legislative proposals are expected in the coming months, as Belgium moves to address one of the most persistent consumer issues in the modern e-commerce era.
This article was created using automation technology and was thoroughly edited and fact-checked by one of our editorial staff members
