Deutsche Post Sees Record Number of Complaints

The Deutsche Post/DHL has reported a significant increase in customer complaints during the first half of the year, with figures surpassing those from the previous year. The Federal Network Agency revealed that it received 22,981 complaints regarding postal services, marking a 13% rise compared to the same period last year, which had previously set a record for complaints. Notably, 89% of these grievances were directed at the market leader, Deutsche Post/DHL.

Historically, the volume of complaints was much lower. If the current trend continues, the total number of complaints for this year could exceed last year's all-time high of 44,406.

Customers have reported issues such as delayed, misdelivered, or damaged mail, including both letters and parcels. A case highlighting these frustrations involved an elderly woman in Berlin who forgot her mobile phone while vacationing on a North Sea island. A friend sent her phone via registered mail, which, according to the postal service, should arrive the next working day. However, the woman reported that it took six working days for the package to reach her. Tracking indicated that while her phone was quickly transported from Berlin to the island, it sat for days before delivery.

When the postman finally arrived, he struggled to find her address and almost left without delivering the package. The woman expressed her frustration, noting that other postal workers had successfully delivered to her address in the past. She was informed that there was significantly less delivery staff available in her area than previously.

Although such instances may appear to be isolated cases, they contribute to a broader, troubling picture. Complaints had been relatively low until summer 2022, after which numbers surged, prompting the postal service to initially downplay the issue before acknowledging local delivery problems attributed to staffing shortages.

In response to the rising complaint statistics, a spokesperson for the postal service stated that every complaint represents an area for improvement and emphasized their ongoing commitment to enhancing service quality. They noted that the complaint rate is relatively low compared to the billions of items delivered. In the previous year, Deutsche Post delivered 12.2 billion letters and 1.8 billion packages in Germany.

However, the spokesperson did concede that operational difficulties had occurred during the first half of the year, particularly due to strikes and the impact of a heatwave in June, which reduced the workforce's capacity. These factors resulted in backlogs and delays at certain locations.

Additionally, the spokesperson attributed the surge in complaints to changes in postal legislation that took effect at the start of the year. These changes have eased time constraints on letter deliveries, which previously required most letters to arrive within one or two working days. Now, the obligation only applies after three working days, leading to an increase in average delivery times. This shift is intended to reduce costs and allow for operational adjustments, as the volume of traditional letter mail continues to decline in the digital age.

As part of their operational changes, the postal service has started to consolidate deliveries. For example, if a recipient is scheduled to receive letters on Tuesday and Wednesday, the service may hold back the Tuesday letter to deliver both on Wednesday, reducing the number of trips made by the delivery person. This practice has resulted in customers finding their mailboxes empty more frequently, a trend exacerbated not only by the rise in digital communication but also by the recent postal law reforms.

The spokesperson reiterated that the current postal service landscape differs significantly from previous years, stating that many customers may not be aware of the changes in delivery timelines introduced by the new law. As a result, there has been an increase in customer inquiries directed at the postal service.

The political response to the rising complaint rates has been attentive, with officials monitoring the situation closely. SPD Bundestag member Sebastian Roloff, who was involved in negotiating the postal law reforms, acknowledged the seriousness of the complaint trend. He emphasized that the new regulations should ultimately enhance service reliability, given that the postal service now has greater flexibility and autonomy in its operations.