BONN (dpa-AFX) - Consumer complaints regarding Deutsche Post and its competitors in Germany reached an all-time high last year. According to the Federal Network Agency (Bundesnetzagentur), 55,395 complaints concerning postal services were filed, representing a 25% increase compared to 2024, when the figure stood at 44,406.

The grievances primarily concern letters and parcels that arrive damaged or are delivered to the wrong recipient. Furthermore, consumers are increasingly frustrated by excessive delivery times. A small portion of the feedback relates to branch opening hours and the availability of mailboxes. According to the regulator, approximately 90% of the complaints are directed at the logistics giant DHL, which operates as Deutsche Post domestically and holds the position of market leader. Its competitors include DPD.

Billions of Shipments Year After Year

Last year, 9.4 billion letters and 4.5 billion parcels were sent in Germany; measured against this total volume, the proportion of complaints remains marginal. "Postal provision in Germany is functioning very well," Deutsche Post stated in response to the rise in complaints. The company noted that there are approximately four complaints for every million items transported. "This clearly demonstrates that there is no structural quality issue." However, the company acknowledged that 100% success is not always achievable and stated that every complaint is taken seriously.

The "Yellow Giant" believes that a portion of the complaints filed by citizens against the Post actually concern other companies. A company spokesperson cited 800,000 so-called "found letters" (Fundbriefe). These are letters incorrectly delivered by a competitor and subsequently dropped into a Deutsche Post mailbox by the recipient for redirection to the correct address.

According to the spokesperson, these 800,000 letters were misdelivered by a competitor's couriers, leading recipients to erroneously assume that Deutsche Post was responsible for the error. "Presumably, this has resulted in a significant number of complaints."

The spokesperson did not provide a figure for "found letters" caused by the company itself - i.e., how many letters were accidentally dropped into the wrong mailbox by Post employees and then returned to the delivery system via Post mailboxes. While acknowledging that such errors can occur, the company stated that it does not track this specific metric.

Shifting Demand: Fewer Letters, More Parcels

The level of complaints is significantly higher than it was just a few years ago. In 2021, the Federal Network Agency received around 15,000 complaints; by 2022, this figure had surged to approximately 43,000. At the time, the Post cited "local issues" caused by high Covid-related sick leave and a tight labor market. However, critics argued that staffing levels were insufficient. Although the Post emphasized that appropriate measures had been taken, complaint numbers have not seen a substantial decline in the following years.

The postal service is in a state of transition: parcel volumes are rising as online shopping grows, while letter volumes are declining due to the shift toward digital communication. Consequently, DHL must overhaul its delivery network. The company describes this as the largest restructuring in its history, requiring the modernization of its entire infrastructure to align with a digitally-driven society. In recent years, several billion euros have already been invested in modern, quieter, and cleaner infrastructure and equipment.

Many Likely Frustrated Without Complaining

Politicians are viewing the trend in complaint numbers with concern. "This trend must be taken seriously," said Sebastian Roloff, economic policy spokesperson for the SPD parliamentary group. "It is an indication that delivery quality is no longer as high a priority for the Post as it once was, and that the company must refocus on its universal service obligations - namely, the provision of letters and parcels." Roloff advocates for the Federal Network Agency to intervene as a regulatory authority and conduct more frequent inspections of local deficiencies. He noted that the Post has statutory obligations that must be met.

While Roloff conceded that the number of complaints is low relative to the billions of items delivered annually in Germany, he added: "Only a small fraction of those who wait in vain or for a very long time for a letter likely take the trouble to file a complaint with the Federal Network Agency - many others probably just swallow their frustration without reporting it."

A legislative amendment came into force at the beginning of 2025, granting the Post more time for letter delivery. Previously, 80% of items had to be delivered by the next working day; now, 95% must be delivered by the third working day after posting. Consequently, consumers may be frustrated by longer wait times that are actually permitted under these relaxed legal requirements. By the fourth working day after posting, 99% must be delivered.

High Complaint Levels Persist This Year

What lies ahead? In addition to the 2025 figures, the Federal Network Agency published initial data for 2026 on its website, showing 20,316 critical reports regarding postal services in the first quarter alone. If this trend continues, last year's figure would be significantly exceeded. However, monthly complaint numbers have recently declined - falling from 8,742 in January to 4,768 in March.

Furthermore, the 2026 complaint figures are not directly comparable to those of 2025 due to a change in methodology. Last year, consumers had to provide a written explanation for their complaints on the agency's website. Since then, a complaint tool called "Mängelmelder" (Defect Reporter) has been launched, offering predefined response options that can be selected with a click, rather than requiring manual input.

The Post fears that making it easier to file complaints via multiple-choice options will increase the proportion of irrelevant reports, thereby inflating the statistics./wdw/DP/stw