Mission

The Ombudsman for Retail is a non-profit-making association meeting the legal requirements regarding independence, impartiality, transparency, accessibility and quality.

• The Ombudsman for Retail offers a conciliation service to consumers and retailers. It also works towards the prevention of conflicts by objectively informing the consumer of his rights and duties.
• It proposes structural improvements to the retail sector, on the basis of the disputes referred to it.

The initiation of conciliation proceedings with the Ombudsman for Retail is free for consumers. The Ombudsman for Retail is funded by the retailers who registered. The retailer pays an annual amount on the basis of his revenue and administrative fees according to the number of cases referred to conciliation. The conciliators receive a fixed amount for each case, irrespective of the result.