Disputes Committee for postal users

The Disputes Committee for postal users acts as an independent out-of-court institution when there are disputes concerning the performance of a postal service. The role of the Disputes Committee is to adjudicate disputes between PostNL and their customers when complaints have not been resolved through PostNL own procedures.

The Disputes Committee is part of the Disputes Committee Foundation for Consumer Affairs. There are more than 50 disputes committees connected to this Foundation. The Foundation is since the end of 2015 formally designated as an extrajudicial arbitration body in line with the EU 2015 Alternative Disputes Resolutions Directive (2013/11/EU). This Directive aims to offer consumers access to an out-of-court resolution of consumer disputes. In this way consumer disputes can be resolved faster and more efficient.

In recent years we have seen an increase in disputes. This is primarily due to the increase in cross-border parcels as a result of growing e-commerce. In 2016 the Disputes Committee dealt with 117 cases.