Increase in Complaints Against Postal Services Revealed

Recent data has unveiled a significant rise in complaints regarding postal services in Germany. According to information released by DHL, which encompasses the Deutsche Post, approximately 420,000 complaints related to letters and packages were recorded last year. These complaints highlighted major service disruptions, including issues such as loss, theft, damage, and delays in delivery.

Previously, it was reported that the Federal Network Agency received around 39,500 complaints concerning the Deutsche Post in 2024. When considering all postal competitors, the total number of complaints rose to 44,406, marking an unprecedented high.

For the first time, the Bonn-based corporation disclosed its direct complaint figures, revealing that out of roughly 14 billion letters and packages dispatched in 2024, the complaint rate stood at only 0.003 percent. This figure represents a tenfold increase over the complaints submitted to the regulatory authority.

The implementation of the revised Postal Act in 2024 has mandated greater transparency in reporting complaints. Insights from competitors in the postal sector suggest that they too have experienced a notable increase in consumer complaints compared to those logged with the regulatory body. It appears that many consumers prefer to express their dissatisfaction directly to postal companies rather than contacting the regulatory authority.

Statistical discrepancies are present, as companies like Hermes report that 0.04 percent of their shipments are either lost or damaged. However, Hermes has not yet published its figures regarding the legal disclosure requirements, which were due by the end of January. UPS, while yet to present a final figure, indicated a complaint rate of 0.0001 percent for the first half of 2024, primarily concerning payment processing and issues related to loss, theft, and service quality.

DPD has reported a complaint rate of 0.11 percent, while GLS has cited a rate of 0.1 percent, indicating that approximately one in every 1,000 packages results in a complaint. GLS also noted that 0.005 percent of shipments are damaged, while 0.027 percent are lost or stolen. FedEx has refrained from disclosing specific numbers, citing variability in how postal service providers interpret the guidelines set forth in the Postal Act, which affects comparability.

A spokesperson for DPD remarked on the methodological uncertainties associated with collecting complaint data due to the vague guidelines of the Postal Act. Distinguishing between a complaint and a general customer inquiry can often be challenging, particularly when consumers are simply checking the status of their packages.

While the complaint rates for various delivery services are generally higher than those of the Deutsche Post, direct comparisons are complicated by the fact that DHL's operations include both letters and packages, with the latter typically being associated with more urgent customer concerns.

Smaller regional postal services are also required to publish their complaint statistics. For instance, Citipost from Hanover reported a complaint rate of 0.001 percent, while Pin Mail GmbH from Brandenburg noted a rate of 0.0008 percent, and Xendis from North Rhine-Westphalia reported 0.0025 percent. The Deutsche Post has not disclosed separate complaint rates for packages and letters.

In response to the situation, the Deutsche Post characterized its complaint rate of 0.003 percent as minimal, acknowledging that errors are inevitable in a large organization with 187,000 employees and approximately 50 million processed shipments daily. The company expressed its commitment to learning from each complaint to enhance service quality.

Competitors in the postal industry also emphasized their intention to improve service quality. Sebastian Roloff, a member of the Bundestag from the Social Democratic Party, praised the revised Postal Act for fostering increased transparency regarding complaints. He acknowledged that mistakes can occur in workplaces but emphasized the expectation for effective personnel management to prevent systemic failures, especially in light of the company's plans to reduce its workforce by 8,000 positions by the end of the year.