Deutsche Post share: Number of complaints down

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In February of this year, based on a preliminary evaluation, around 2,200 critical comments on the subject of post were submitted, the Federal Network Agency said in response to a dpa request. That was significantly fewer than in January (3788). The complaints were about late, incorrectly posted or damaged shipments, whether letters or parcels. Last October it was 9436, after this monthly high the number fell. In November it was 7,000 and in December 6,900.

The Post had acknowledged local problems last fall and justified them with a high level of sick leave and difficult filling of vacancies. The company reacted and initiated countermeasures. The complaints to the supervisory authority are about the letter and parcel industry as a whole, but in most cases the anger is directed against the market leader Deutsche Post DHL.

Compared to February 2022, the level of complaints remains high: At that time, the Bonn authorities had received around 1,400 critical requests to speak, i.e. around a third fewer than in February 2023. With a view to the warning strikes that Verdi carried out in Germany last month, the latest monthly figure still surprisingly low. Because of the temporary work stoppages, the delivery of millions of parcels and letters was delayed. For many German citizens, however, this was obviously not a reason to contact the Bonn authorities.

The Post rated the decline in the number of complaints as positive. This is further evidence that the measures are working. However, one is still of the opinion that the number of complaints is not very meaningful. In the past, the Post had pointed out that media reporting had an effect on the number of complaints: the more publications there were, the more citizens were aware of this possibility of making complaints. This in turn could increase the number of complaints without the situation getting worse, the Post argued.

In addition, it could be the case that consumers held Deutsche Post responsible for abuses that were actually the fault of competitors, a Post spokesman pointed out.

/wdw/DP/mis

BONN (dpa-AFX)

Image sources: Deutsche Post, Cineberg / Shutterstock.com