Démarche en ligne

Contact the Consumer Ombudsman of the universal postal service provider online

  • Public concernéAny person whose dispute could not be resolved amicably with the universal postal service provider (formerly La Poste)
  • CoûtIn principle it is free unless you contact the Consumer Ombudsman by mail or if you hire a lawyer
  • Nombre d’étapes6 steps
  • ConnexionHave a email address
  • LangueLanguage French

Go to the online procedure

Comment faire ?

The approach varies depending on whether the Consumer Ombudsman is approached by yourself or by through another person :

Répondez aux questions successives et les réponses s’afficheront automatiquement

By yourself

Step 1 : Accept that your personal data will be used for the processing of your request.

Step 2 : Indicate which professional is concerned, the dispute and the damage suffered.

Step 3 : Indicate that you are acting on your own behalf (and not through another person).

Step 4 : Indicate the steps you have taken (complaint, appeal) justifying by the existence of these preliminary steps (letters sent or responses received).

Step 5 : Indicate your expectations of the Consumer Ombudsman. Proof of litigation and damages must also be provided.

Step 6 : Validate the request.

Through another person

Step 1 : Accept that personal data is used for the processing of the request.

Step 2 : Indicate which professional is concerned, the dispute and the damage suffered.

Step 3 : Indicate that you are acting on behalf of another person by attaching the corresponding proof.

Step 4 : Indicate the steps taken (complaint, appeal), justifying by the existence of these preliminary steps (letters sent or replies received).

Step 5 : Indicate expectations of the Consumer Ombudsman. Proof of litigation and damages must also be provided.

Step 6 : Validate the request.

The documents to be provided vary depending on whether you refer the matter to the Consumer Ombudsman by yourself or through another person :

Répondez aux questions successives et les réponses s’afficheront automatiquement

By yourself

  • Proof of dispute and damages
  • Proof of prior steps (letters sent or replies received)
  • Proof of a first written complaint to the universal postal service provider.

Through another person

  • Proof of dispute and damages
  • Proof that you are acting on behalf of another person
  • Proof of prior steps (letters sent or replies received)
  • Proof of a first written complaint to the universal postal service provider.

Et après ?

Let the request be admissible or inadmissible, you will be notified by the Consumer Ombudsman by notification of its decision (online or by post) in a delay of 3 weeks.

If your request for mediation is accepted, the Ombudsman formulates his proposal for a solution in a 3 months delay from the notification of the referral.

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Verified 15 December 2025 - Public Service / Directorate of Legal and Administrative Information (Prime Minister)