German Post Apparently Faces Millions in Fines for Poor Service

Not only many customers, but also the Federal Network Agency is dissatisfied with the performance of Deutsche Post – to the extent that the agency is now even threatening the postal service with fines. The Federal Network Agency (BNetzA) is also responsible for overseeing the post. BNetzA head Klaus Müller made it clear: "If the Post does not comply with our orders, it can become expensive for them in extreme cases." This concerns delayed, incorrectly delivered, or damaged shipments, whether letters or packages.

Müller told the newspapers of the Funke Media Group: "We want the Post to improve its service. It has also promised us that. If this does not happen, we have options according to the law, and we will use them." In the summer, the BNetzA reached a new record high in complaints about the Post. "That has decreased somewhat now. And the Post has promised to improve," said Müller. His authority will now monitor this.

Postal Law Reform Brought Problems to Light

In the first half of the year, 22,981 complaints about postal services were received and thus 13 percent more than in the same period last year – at that time, the previous half-year record high had been reached. 89 percent of the criticism is directed at the market leader Deutsche Post/DHL. Post CEO Tobias Meyer also commented to the Funke Mediengruppe and emphasized the "very good quality" that the Post delivers.

This year, the Bonn-based company also had to make public statements about the complaints it had received directly for the first time. With approximately 14 billion letter and parcel shipments in 2024, the complaint rate was 0.003 percent. At 420,000 complaints, this was more than ten times the number received by the Bonn supervisory authority.

Previously, it was only known that the Federal Network Agency had received about 39,500 complaints in 2024 that related to Deutsche Post. Many customers likely prefer to vent their anger directly to the Post. The revised Postal Law of 2024 also makes it possible for these cases to come to light; it requires postal service providers to also publish their own complaint figures.

Millions in Fines Possible for the Post

In the worst case, the Post faces a fine of millions. The Postal Law (Postgesetz, PostG) provides for a penalty payment of up to 10 million euros, which can be imposed by the BNetzA – in accordance with the Administrative Enforcement Act. This penalty payment serves to enforce orders that the BNetzA can impose on the Post. The BNetzA can order measures to ensure that a postal service provider fulfills its obligations under the PostG.

Currently, the Post is replacing part of its post offices with automated machines. Müller generally finds this good: "Many people who work during the day have no chance to go to a post office during opening hours." For these customers, well-made automated machines with 24-hour service are a good thing.

His authority approves the transition to such automated machines. For this, it is important what the mayors in the respective municipalities say. "And it must be clear that the Post has made genuine efforts to establish a branch locally," he emphasized. "If this has demonstrably not been successful, automated machines are an option. Automated machines are better than no post service locally."

(nen)