What are the most common parcel delivery problems

Parcel lost or delivered too late? This is where you complain!

Hans-Christian Dirscherl

Do you have problems with the delivery of letters or parcels? Here you can complain or request an arbitration. Plus: there are so many complaints in 2020.

EnlargeDHL is even working with designer label Vetements to put their delivery services in the right light. Here at a fashion show at the DHL Hub at Leipzig Airport in 2018.

The Federal Network Agency will receive roughly the same number of complaints about postal services in 2020 as in 2019. The Federal Network Agency recently announced this.

By December 15, 2020, the Federal Network Agency had received 17,930 complaints about postal services. In 2019 as a whole, the Post consumer service received 18,209 complaints. A similarly high number of complaints is expected by the end of 2020. The Swiss Post arbitration board had received 1,749 arbitration requests by mid-December. So that you can classify the numbers: According to the Federal Network Agency, around 3 billion parcels and around 14 billion letters are sent in Germany every year.

The corona pandemic has so far not had any impact on the development of the number of complaints. That seems a bit surprising, after all, the parcel delivery service will have to deliver far more deliveries in 2020 than in 2019. But obviously the delivery services have increased their staff accordingly.

According to the Federal Network Agency, a good 50 percent of the topics concerned the Package area . Of this, Deutsche Post DHL's competitors accounted for 27 percent (in 2019 it was 19.5 percent). Around 34 percent of all topics related to the area letter . Deutsche Post AG accounted for 95 percent of this.

Problems with the delivery of letters or parcels were most often the reason for a complaint to the Federal Network Agency.

If you have a problem with the delivery of letters or parcels, you can complain to the Federal Network Agency using this online form.

More arbitration requests

By December 15, 2020, the Federal Network Agency's arbitration board had received 1,749 arbitration requests. In 2019 there were 1,453 applications. At around 80 percent, the majority of applications relate to parcel shipments. The most common reasons for a request for arbitration are lost, stolen or damaged packages.

Attention: According to the Federal Network Agency, the majority of the large parcel service providers exclude their participation in an arbitration procedure in the general terms and conditions. The Federal Network Agency criticizes the fact that this often deprives customers of the opportunity to reach an amicable agreement. Because the ordinary legal process is often out of the question because of the low value in dispute if the postal company rejects liability and a claim for damages.

You can reach the arbitration board using this online form; the relevant application can be found here.

In this FAQ, the Federal Network Agency explains what you can do if you have problems with letter or parcel delivery.