Editor in chief at IamExpat Media
Last year, Deutsche Post received more than 18.000 complaints, three times as many as in 2017. The primary cause of the trouble was items arriving late or not at all.
Frustration with Deutsche Post, the company primarily responsible for post and mail in Germany, grew yet again in 2019. Overall, the Federal Network Agency received 18.209 written complains last year - a third more than in 2018. Compared to 2017, the number of complaints has actually tripled.
Most of the trouble was caused by letters that arrived late or even went missing. Packages were not far behind - with the same issues being reported.
The figures show that frustration was highest - measured by calculating the number of complaints per 10.000 - in two of Germany’s biggest cities. In Berlin, four critical statements were made per 10.000 people, and in Hamburg slightly more than three.
It is difficult to explain why the number of complaints has increased so dramatically. It is not clear whether deliveries have actually worsened of if people have just become more prone to complaining. In making it easier to submit complaints, the internet definitely plays a role in this.
A Deutsche Post spokesperson emphasised that the number of complaints has been declining in recent months and furthermore pointed out that the 18.000 complaints were small fry when compared to the 19 billion letters and parcels processed by the company in 2019.
Nonetheless, the company said that it would continue to work on improving deliveries and tracking shipments.