Letter lost, package damaged
Authority registers significantly more complaints about mail
May 26, 2023 at 4:41 am
The Federal Network Agency is receiving more and more complaints about Deutsche Post. In the first quarter alone, there were thousands of complaints about letters and parcels. Compared to the total number of items delivered, this proportion is extremely small, the company emphasizes.
The Federal Network Agency counted a total of 8,515 complaints against Swiss Post in the first quarter of this year. The Bonn supervisory authority informed the newspapers of the Funke media group. That is almost twice as many complaints as in the same period last year. In the first quarter of 2022, the Federal Network Agency received 4,466 complaints.
A frequent reason for complaints: loss or damage to letters and parcels. In the first quarter of this year there were 757 letter complaints for this reason. 97 percent were directed against Deutsche Post.
627 complaints were counted because of damaged or lost parcels, 79 percent of which concerned Deutsche Post. The possibility to complain to the Federal Network Agency is aimed at the entire postal and parcel industry, but the vast majority of criticism relates to Deutsche Post as the market leader.
At the request of the media group, Deutsche Post said that letters and parcels that arrived with a delay or were even lost were “individual cases that we generally do not communicate and quantify externally.” However, should it happen that a shipment is delayed or does not arrive at all, the facts are carefully researched and clarified as far as possible in the interests of the customer.
According to the company, around 48 million letters and around 6.2 million parcels are sorted and transported every working day. Around 86 percent of all domestic letters and 78 percent of all parcels reached their recipients in Germany just one day after posting. These are top values in an international comparison.