File a conciliation request in case of a dispute with a postal service provider

If you cannot reach an agreement in disputes with a postal service provider, the Federal Network Agency can act as a mediator under certain conditions.

The goal of the Federal Network Agency's arbitration procedure is to reach an amicable settlement as quickly as possible in the interest of both parties. This helps avoid lengthy and potentially costly court proceedings.

Arbitration is possible if your rights as a customer of a postal service provider have been violated. This can be, for example, because a letter or a parcel

• has been lost,
• stolen or
• was damaged.

If the application is submitted by consumers, participation is mandatory for the postal service provider. In all other cases, the Federal Network Agency first asks the postal service provider whether it will participate in the arbitration proceedings.

The Arbitration Board for Postal Services of the Federal Network Agency is attempting to mediate in the dispute between the two parties. The employees of the arbitration board involved in the proceedings are impartial, independent, and possess the necessary expertise. The arbitration board makes its decision through a mediator who is in each case an official of the Federal Network Agency.

You can submit the application for conciliation proceedings online, by letter, fax, or email:

Online application:

• Open the online application of the Federal Network Agency's Arbitration Board for Postal Services on the Federal Network Agency's website.
• Describe the facts and your demands.
• Upload your additional documents and submit the application.
• The Post Arbitration Board checks whether the requirements for arbitration proceedings are met.
• If the proceedings are initiated, the conciliation body hears the parties to the dispute and evaluates the arguments and evidence presented by both sides.
• The Postal Arbitration Board may make a proposal for settlement if applicable.
• Neither party is under any obligation to accept the settlement proposal.
• If no agreement is reached, the conciliation proceedings end with this finding.
• You will receive a notification regarding the outcome of the arbitration proceedings.

Application by post, fax, or email:

• Download the application for dispute resolution from the website of the Federal Network Agency.
• You can fill out the application on screen and then print it out, or print it out first and then fill it out by hand.
• Sign the application and attach any necessary documents.
• Send the application with your attachments by mail, fax, or email to the Postal Dispute Resolution Office of the Federal Network Agency.
• All further steps correspond to the online procedure.

• There is no deadline.

The arbitration procedure is free of charge. You, as a party to the dispute, must bear your own costs, such as postage and other expenses.

Cancelled