Consumer protectionNumber of complaints about postal services remains almost unchanged

The German Federal Network Agency (BNetzA) published data on complaints and arbitration requests regarding postal services in 2020 today. The Federal Network Agency received a total of 17,930 complaints via its Postal Consumer Service and another 1,749 arbitration requests via its Postal Arbitration Board.

These are further insights:

  • In Germany, around three billion parcels and 14 billion letters are sent every year.

  • In 2020, the Federal Network Agency had received 17,930 complaints via its Postal Consumer Service by mid-December. Compared to 18,209 complaints in the previous year, a similarly large complaint volume is expected by the end of the year.

  • Problems with the delivery of parcels and letters constituted the most common cause of complaint. Around half of all complaints related to parcels, of which 27 percent concerned competitors of the Deutsche Post DHL Group – an increase compared to 19.5 percent in 2019. Another 34 percent of all complaints were about to letters, of which 95 percent related to the Deutsche Post AG.

  • By mid-December 2020, the Federal Network Agency's Arbitration Board had received 1,749 arbitration requests – an increase of almost 17 percent compared to 1,453 requests in 2019. 80 percent of these requests concerned parcel shipments for which specifically lost, stolen or damaged parcels were the most common reasons for arbitration requests.

Jochen Homann, President of the Federal Network Agency, said: "The number of complaints about postal services to the Federal Network Agency will be almost constant in 2020. The corona pandemic has so far not had any effects on the development of the total number of complaints."

Source: BNetzA

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