It is a method of amicable resolution of disputes (i.e. without the intervention of the judge) between a consumer and the La Poste group and involving a third party (the mediator).

The aim of mediation is to try to establish a dialog between the parties so that they themselves can reach an agreement.

The mediation process takes place on the basis of 5 steps following:

1. Filing of the application: the request for mediation is made online or by post
2. Investigation of the case: the Ombudsman examines the case and contacts the parties to organize a first meeting
3. Negotiation: the parties, accompanied by the mediator, compose in order to reach an agreement
4. Proposal for a solution: the mediator proposes a solution to the parties
5. Acceptance or rejection of the solution: the parties are free to accept or reject the solution proposed by the mediator

You can contact the Mediator of the La Poste group for any dispute concerning the offer of products or services of the La Poste group (mail and parcels, Banque postale, Chronopost).

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

Before contacting the mediator of the La Poste group, you must try to resolve your dispute with the competent complaints services of La Poste.

Some services provide for a dual level of review of your file.

You can make the claim via the following online service:

Make a complaint to the La Poste group

You can contact the Ombudsman of the La Poste group in the following cases:

• The answer didn't satisfy you
• You did not receive a response within 2 months following the lodging of the complaint.

You must contact the Ombudsman Maximum 1 year after your complaint.

You can contact the Ombudsman of the La Poste group directly (online or by post) or via a representative (lawyer, consumer association).

Yes, the use of the mediator of the La Poste group is free. The cost is borne by the La Poste group.

However, if you hire a lawyer or an expert (which is not mandatory), the costs will be borne by you.

The Ombudsman of the La Poste group first examines whether the case is admissible or not, i.e. whether or not it is necessary to open a mediation procedure.

According to the Charter of the Ombudsman of the La Poste Group, there is no need to open a mediation procedure in the following cases:

• You do not prove that you have attempted to resolve his dispute with the appropriate complaint services of La Poste or the subsidiary concerned. If your complaint is not answered, it takes 2 months before the Ombudsman is contacted.
• Your request appears to be manifestly unfounded or abusive
• The dispute has been previously examined or is currently being examined by another mediator or by a court
• You submitted your complaint to the Ombudsman within 1 year of the first complaint lodged with La Poste or the subsidiary concerned
• The dispute does not fall within the Ombudsman's remit

Then the procedure varies depending on whether your file has been declared admissible or not.