Mediation in the event of a dispute with a telecommunications operator/provider

How does the mediation work?

In accordance with Article 43bis, § 3, 2° and 3°, of the Law of 21 March 1991, the Ombudsman is empowered to:

• Mediate in order to facilitate an amicable settlement of disputes between telecommunications operators and end-users;
• Address a recommendation to the telecommunications operator if an amicable solution cannot be reached; a copy of the recommendation shall be sent to the complainant.

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.