Complain to the Federal Network Agency about postal and parcel service providers Unfortunately this specification of service has not yet been completely translated.

In the event of fundamental problems with postal or parcel delivery, you can complain to the Federal Network Agency.

In Germany, the provision of essential postal and parcel services at affordable prices is guaranteed by law. The Federal Network Agency checks compliance with these legal requirements for supply. Among other things, it investigates complaints, requests companies to examine or comment on them, and collects information that indicates deficits in supply.

The legal requirements include, for example, that

  • there are sufficient letterboxes as well as branches and shops for postal services,
  • letters and parcels are delivered every working day,
  • letters and parcels are delivered to the specified address by posting them in the house letterbox or by handing them over personally, and
  • on an annual average, 8 out of 10 letters are delivered after one working day and 8 out of 10 parcels are delivered after two working days.

If the Federal Network Agency identifies anomalies as a result of frequent complaints or its own evaluations, it calls on the postal company in question to restore the quality required by law and to guarantee it on a permanent basis.



Depending on the facts of the case, further documents may be necessary, for example:

  • correspondence with the postal operator, if applicable

Forms: yes

Online procedure possible: yes

Written form required: no

Personal appearance required: no



Bundesnetzagentur Verbraucherservice Post/Referat 318

Preconditions

Your complaint must be related to the legal requirements for the

  • mail transport,
  • parcel delivery or
  • the carriage of newspapers and magazines.



Related Links

  • § 5 Post-Universaldienstleistungsverordnung (PUDLV)

Related Links

  • Häufige Fragen und Antworten zur Post- und Paketversorgung auf der Internetseite der Bundesnetzagentur
  • Informationen zu gesetzlichen Vorgaben der Postversorgung auf der Internetseite der Bundesnetzagentur
  • Informationen über Fälle, in denen die Bundesnetzagentur bereits tätig geworden ist

If you have something to complain about, you should first contact the postal company concerned with a complaint and ask it to remedy the deficiencies.
In the case of persistent or recurring defects or fundamental quality problems, you can contact the Federal Network Agency:


  • You can submit your complaint to the Bundesnetzagentur by post or online form.
  • Describe the facts of the case in your complaint. You can add additional documents, for example as an attachment, using the online form.
  • The Federal Network Agency will examine your complaint and inform you about possible further action.



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Last update or date of publication
08.07.2021