Staff Shortages and Record Complaints: Growing Frustration with Postal Services

The postal service has become a source of increasing frustration among customers, with a record number of complaints reported regarding delivery issues. Many attribute these problems to a lack of sufficient personnel, which is partly a self-inflicted issue.

Data from the Federal Network Agency reveals that complaints about postal services reached an unprecedented high last year, with 44,406 reports of service deficiencies filed. This figure marks an increase of 2,817 from the previous year, amounting to nearly a seven percent rise. The previous record of 43,125 complaints was set in 2022.

Comparatively, the volume of complaints has nearly tripled since 2021, when only 15,118 complaints were recorded. At that time, staffing issues significantly hindered the timely delivery of many shipments, leading to heightened dissatisfaction among consumers.

Customer grievances have remained consistently high over the years. While complaints cover the entire postal and parcel sector, a staggering 89 percent of last year's grievances were directed at the market leader, DHL, and its subsidiary, Deutsche Post. The majority of complaints were related to delivery issues, but also included concerns about branches being closed during posted hours and less frequent emptying of mailboxes.

DHL maintains that the number of complaints it receives is relatively low compared to the 12.2 billion letters and 1.8 billion parcels processed. A representative emphasized that every single complaint is taken seriously, stating that they strive for continuous improvement in service quality to minimize instances of dissatisfaction.

Statistics indicate that only 0.0003 percent of all shipments lead to formal complaints with the Federal Network Agency. However, customers can also lodge grievances directly with DHL, although the company does not disclose how many complaints it receives through this channel. Additionally, there exists an unquantified number of delivery errors that frustrate recipients but do not result in formal complaints, suggesting that the reported complaint figures may only hint at broader issues within the industry, which is under significant time and cost pressures.

When complaints surge in specific areas, the Federal Network Agency initiates investigations into inadequate or poor delivery services. In the past year, 27 such investigations were launched, a decrease of eight from 2023. Notably, in October 2024, there was considerable discontent in Bochum, where the postal service attributed its delivery challenges to staff shortages and organizational issues. In response, the company took steps to hire new employees and employ temporary staff. By January 2025, the delivery situation had reportedly stabilized, according to the Federal Network Agency.

Similar delivery issues were experienced throughout the year in areas including Stuhr (Lower Saxony), Erlensee (Hesse), Hamburg, Freudenstadt (Baden-Württemberg), Planegg (Bavaria), and Neuenhagen (Brandenburg). These delivery shortcomings were influenced not only by staff shortages but also by adverse weather conditions and unexpectedly high volumes of shipments.

The investigations conducted by the Federal Network Agency serve as a cautionary measure. With the recent reforms to postal laws enacted in early 2025, the oversight agency now has the authority to impose fines, which, while theoretical at this time, would increase pressure on the logistics company to enhance service quality.

In a recent development, the postal service announced a wage agreement with the Verdi union, promising a gradual five percent salary increase for 170,000 employees. However, this was soon followed by news of a planned reduction of 8,000 positions by year's end, translating to just over four percent of the total workforce in its German letter and parcel operations. This decision was driven by high operational costs and lower-than-expected revenue following a postal rate increase earlier this year.

Political reactions to the surge in complaints have varied. SPD member of the Bundestag, Sebastian Roloff, acknowledged that while the number of complaints is small in relation to the billions of shipments, the concerns of many consumers must not be overlooked. He emphasized that the postal service is obligated to deliver a high-quality universal service and must take complaints seriously.

Roloff also remarked on the potential negative implications of job cuts on service quality, stating that ongoing regional investigations have already highlighted existing staffing shortages. He cautioned that further reductions could exacerbate delivery issues and increase public dissatisfaction.