responsibility finder
Schleswig-Holstein

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

Source: Zuständigkeitsfinder Schleswig-Holstein (Linie6PLus)

Service Description

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.


Process flow

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.
Requirements

Your complaint must be related to the legal requirements for the

  • letter conveyance,
  • parcel delivery or
  • the carriage of newspapers and magazines.
Which documents are required?

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

  • Correspondence with the postal company
What are the fees?

You can file the complaint free of charge.

What deadlines do I have to pay attention to?

There is no time limit for the appeal.

Processing duration

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

Legal basis
Appeal

No legal remedies are given.

Author
Technically approved by

Federal Ministry of Economics and Climate Protection

Process flow

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.

Requirements

Your complaint must be related to the legal requirements for the

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

Which documents are required?

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

  • Correspondence with the postal company

What are the fees?

You can file the complaint free of charge.

What deadlines do I have to pay attention to?

There is no time limit for the appeal.

Processing duration

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

Legal basis

Appeal

No legal remedies are given.

Author

Technically approved by

Federal Ministry of Economics and Climate Protection

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