Belgian companies to pay up to €500 per consumer complaint under new mediation reform

Reform announcement

Belgium's Minister of Consumer Protection Rob Beenders (Vooruit) announced on Monday a reform of the Consumer Ombudsman Service that will require businesses to pay for mediation when a dissatisfied customer files a complaint. The service, an autonomous public body that informs and assists consumers, will be restructured with new sector-specific chambers and a mandatory cost-sharing model for companies.

“If companies do not treat their customers correctly, they will pay the bill for the mediation.”

New sectoral chambers and mandatory cooperation

From 1 January 2027, the Ombudsman Service will operate new chambers for construction, trade, automotive, and travel. The existing Construction Conciliation Commission will be integrated into this structure and continue functioning as before. Companies will be obliged to cooperate with mediation procedures, a shift from the current voluntary framework.

Cost structure for businesses

Each admissible complaint will cost the involved company €250, while exceptional or complex cases exceeding €50,000 will carry a fee of €500. Payment is only triggered once a complaint is deemed admissible, a safeguard against abuse. "Only the companies involved will pay the costs," Beenders said.

“We want to increase pressure on companies that do not have good intentions with their customers. The taxpayer and companies that do things right will no longer have to pay for the cowboys in the sector.”

Funding shift and state savings

From 2028, state subsidies for the service will be eliminated entirely, replaced by sector funding. This will save the government €550,000 per year. Beenders stressed that the reform incentivises businesses to maintain strong customer service departments to avoid mediation procedures.

Consumer access and growing demand

The service remains completely free for consumers, with Beenders emphasising that "the most important thing is that it is and remains totally free." He added that the reform ensures 100% coverage, allowing consumers to resolve all disputes through mediation without going to court, which can be costly, and helps reduce pressure on the judicial system. Last year, the Consumer Ombudsman Service was contacted 20,501 times, a 37% increase from the previous year.

“We now ensure 100% coverage, meaning you can turn to a mediation service for all your problems. You therefore do not need to go to court, which can quickly become expensive. Finally, this helps reduce pressure on the courts.”