Overview
- The Bundesnetzagentur activated the online tool on October 8 to capture problems across letters, parcels, print deliveries, post offices, parcel shops and mailboxes.
- The system implements the revised Postgesetz requirement for a digital channel that supports transparency through published summaries and visualized data.
- Individual loss or damage claims are out of scope, so customers must pursue compensation with their postal provider, with the Schlichtungsstelle Post available for certain disputes.
- Submitting a report requires personal data and consent, the platform uses an Esri product under existing contracts, operation is in-house and data is hosted in European data centers.
- Complaint volumes remain high with 22,981 cases in the first half of 2025, 89% concerning Deutsche Post/DHL, and the agency plans monthly releases on trends and actions.