In accordance with Article 43bis, § 3, 2° and 3°, of the Law of 21 March 1991, the Ombudsman is empowered to:
When the Mediation Service receives a complaint, it makes every effort to reach an amicable solution.
These reconciliation attempts are mainly made in writing or by telephone, but the service may also organize consultation and call on experts.
Where a positive solution is not possible, in particular due to excessively divergent point of view, the Mediation service sends an unenforceable recommendation to the telecom operator.
The operator concerned has a period of 20 working days to justify his decision if he does not follow the recommendation.