REinforcing Citizen Access to Postal ADR

forthcoming

The RECAP-ADR project (Reinforcing Citizen Access to Postal ADR) aims to increase the visibility, accessibility and effectiveness of the Belgian ombudsman post & parcels Service by addressing structural barriers that prevent citizens from using Alternative Dispute Resolution (ADR) mechanisms. While the service is legally recognised and fully independent, its reach remains limited: younger consumers aged 20 to 40, who are the most active in online shopping and cross-border e-commerce, are strongly underrepresented among users, and French-speaking citizens also use the service significantly less than their demographic weight would suggest. Vulnerable groups affected by the digital divide face additional obstacles in accessing ADR. To respond to these challenges, the project sets out three complementary objectives. First, it will strengthen online visibility through a technical audit and upgrade of the website, combined with certified training in digital marketing for the communication officer, thereby building long-term internal capacity. Second, it will engage citizens directly through the creation of an interactive online simulator and a new search function to help users identify whether their disputes are eligible for ADR and how to proceed. Third, it will implement a bilingual national awareness campaign combining digital videos targeted at younger audiences with printed flyers and posters distributed in public service locations such as CPAS offices, town halls and medical centres, reaching citizens affected by digital exclusion. The project is fully aligned with the objectives of the work programme, as it reinforces citizens’ awareness of ADR, improves accessibility for vulnerable groups, and enhances the institutional capacity of the service. Its outputs, including the simulator and campaign design, are transferable to other ADR entities across Europe, contributing to wider mutual learning and long-term capacity building for consumer protection at EU level.