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

For basic problems regarding mail or parcel delivery, you can lodge a complaint with the Federal Network Agency. 

In Germany, the provision of essential postal and parcel services at affordable prices is legally guaranteed. The Federal Network Agency monitors compliance with these statutory supply requirements. To this end, it investigates complaints, among other things, asks companies to review matters or issue statements, and collects information that indicates deficiencies in service provision.

For example, the legal requirements include that

• there are a sufficient number of mailboxes as well as branches and shops for postal services,
• Letters and packages are delivered on every working day,
• Letters and parcels may be delivered to the specified address by being dropped into the house mailbox or by personal hand delivery, and
• on annual average, 8 out of 10 letters arrive at the recipient's address after one working day and 8 out of 10 parcels after two working days.

If the Federal Network Agency identifies anomalies through a high volume of complaints or its own evaluations, it requires the respective postal company to restore the legally mandated quality and ensure it on an ongoing basis.

If you have any cause for complaint, you should first contact the postal company in question with your complaint and ask them to remedy the defects.

In the event of persistent or recurring defects or fundamental quality issues, you can contact the Federal Network Agency:

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

There is no deadline for the complaint.

You can submit the complaint free of charge.

There are no legal remedies.