Watchdog urges end to unattended parcel deliveries
Belgium’s postal ombuds service has called on delivery firms to stop leaving parcels unattended without customer permission, after a rise in complaints about missing items.
In its annual report, the watchdog said more couriers were leaving packages at front doors, in hallways or around homes without explicit consent. This is often against company rules, although postal company Bpost allows it in certain cases if a photo is taken and sent to the customer.
The practice can lead to problems when customers return home to find parcels missing. Lost deliveries now make up a significant share of complaints. Ombudswoman Katelijne Exelmans warns that increasingly valuable items, sometimes worth thousands of euros, are being left unsecured.
She said consumers faced difficulties proving non-delivery, as tracking systems often mark parcels as delivered. Many sellers accept this as sufficient proof, leaving buyers without refunds.
The ombuds service also criticised a lack of alignment between consumer protection rules and postal legislation. Exelmans called for clearer agreements and a fairer sharing of the burden of proof.
Bpost said customers were often satisfied when parcels are left in a safe place, but stressed that delivery preferences set via its app or website must be followed. It advised customers ordering expensive items to use collection points or parcel lockers for greater security. The company said it would review the watchdog’s recommendations.
The number of mediation requests to the ombuds service rose last year to 4,390, the first increase since 2020, partly due to issues with newspaper deliveries after changes in distribution.
"Our priority is clear: to ensure modern, reliable postal services that earn the trust of everyone"
Responding to the report, Public Administration Modernisation minister Vanessa Matz said the rise in complaints highlighted the need for accessible and reliable postal services. She is considering extending the ombuds service’s remit to cover the wider e-commerce sector.
Matz also plans to ban unattended deliveries unless customers have clearly agreed. The proposal would require parcels to be redirected to collection points or re-delivered, with penalties for companies that fail to comply.
“Our priority is clear,” she said. “To ensure modern, reliable postal services that earn the trust of everyone.”
© BELGA PHOTO JONAS HAMERS
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