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Ombudsman of the La Poste group: how do we use it?

Verified 13 September 2019 - Directorate for Legal and Administrative Information (Prime Minister)

The Consumer Ombudsman of the La Poste Group intervenes in any dispute concerning the offer of La Poste's products or services (mail and parcel, postal bank, Chronopost). Before entering it, you must make a complaint to the relevant department. If your complaint is not successful, you can refer it to the mediator. The referral is made online or by mail. It's free. If the mediator's solution proposal does not suit you, you can take it to court.

You can refer to the mediator any dispute concerning the offer of the products or services of the La Poste group (mail and parcel, postal bank, Chronopost).

However, you must enter the electronic communications ombudsman if the dispute concerns a telephone offer marketed by La Poste.

Please note

you cannot refer your dispute to the mediator if, at the time of the referral, your dispute has already been examined or is being examined by another mediator or by a court.

Before you refer the matter to the mediator, you must have tried to resolve your dispute with the competent complaints services of La Poste.

Some services provide for a double level of review of your file (for example, for a mail dispute).

Make a complaint to the La Poste group

You may refer the matter to the mediator if you are not satisfied with the response or if you have not received a response within 2 months following the lodging of the claim.

Referral to the Ombudsman must be made 1 year maximum after your complaint.

You can enter the mediator directly or through a agent (lawyer) consumer association ).

Mediation is free.

However, if you call on a lawyer or an expert, the costs are your own.

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Acceptable file

If the case is admissible, the mediator will inform you notify..

It shall make a proposal for a solution within 2 months of notification.

In the event of a complex dispute, this period may be extended.

You have 14 days from the issuance of the mediator's proposal to accept or refuse it.

Unacceptable file

If the case is inadmissible, the mediator will inform you notify within 3 weeks of receiving your request.

The decision explains why your application is refused.

Depending on the case, the mediator will refer your case to you or send it to the appropriate mediator.

An agreement was reached

Each party undertakes to implement the proposal made by the Ombudsman.

No agreement found

Mediation ends.

You can enter a civil court to settle the dispute.