Complain to the Federal Network Agency about postal and parcel service providers

In case of basic problems with mail or parcel delivery, you can complain to Bundesnetzagentur.

In Germany, the provision of essential postal and parcel services at affordable prices is guaranteed by law. The Federal Network Agency checks compliance with these statutory requirements for supply. Among other things, it investigates complaints, requests companies to examine or comment on them, and collects information that indicates deficits in supply.

The statutory requirements include, for example, that

• There are sufficient mailboxes as well as branches and stores for postal services,
• letters and parcels are delivered on every working day,
• letters and parcels are delivered to the specified address by posting in the house mailbox or by hand delivery, and
• on average, 8 out of 10 letters are delivered to the addressee after one working day and 8 out of 10 parcels are delivered to the addressee after two working days.

If the Federal Network Agency identifies anomalies as a result of frequent complaints or its own evaluations, it calls on the postal company in question to restore the quality required by law and ensure it on a permanent basis.

Depending on the facts of the case, further documents may be necessary, for example:

• Correspondence with the postal company

Your complaint must be related to the legal requirements for the

• letter conveyance,
• parcel delivery or
• the carriage of newspapers and magazines.
  

No legal remedies are given.

If you have something to complain about, you should first contact the postal company concerned with a complaint and ask it to remedy the defects.

In the case of persistent or recurring deficiencies or fundamental quality problems, you can contact the Federal Network Agency:

• You can submit your complaint to the Federal Network Agency by mail or online form.
• Describe the facts of the case in your complaint. You can add additional documents, for example, as an attachment via the online form.
• The Federal Network Agency will examine your complaint and inform you about possible further action.

There is no time limit for the appeal.

The average processing time is one week. Depending on the circumstances, the processing time may be extended.

You can file the complaint free of charge.