Postal deficiency reporting starts at the Bundesnetzagentur
Year of issue 2025
Date of issue 2025.10.08
The Bundesnetzagentur is today starting the first pilot phase for a new instrument for postal deficiency reporting. Users of postal services can report deficiencies in the service they receive via the Bundesnetzagentur’s new online portal. These may include difficulties regarding the delivery of letters and parcels or in the availability of post offices or postal retail outlets.
"The postal deficiency reporting will help us to more quickly identify difficult, persistent or repeated irregularities in postal services. Where necessary, we can then take specific, official steps,
" said Klaus Müller, President of the Bundesnetzagentur.
With the provision of the postal deficiency reporting portal, the Bundesnetzagentur is implementing the statutory requirements arising out of the Postal Act. The portal provides an easy means of reporting deficiencies in the quality and nationwide coverage of postal services as prescribed by statute. The product affected and the respective problem can be entered step by step. The Bundesnetzagentur will regularly publish the number of complaints and the reasons for these.
Individual problems or possible claims arising out of transportation services, for example due to damage or loss of items, must continue to be asserted against the postal operator. The Bundesnetzagentur is not able to take any action in such cases.
The postal deficiency reporting portal can be accessed on the Bundesnetzagentur’s website: www.bundesnetzagentur.de/post-beschwerde