Overview

• The German Federal Network Agency reported 44,406 complaints about postal services in 2024, a 7% increase from 2023 and the highest number ever recorded.
• Nearly 89% of the complaints targeted Deutsche Post and its DHL subsidiary, primarily citing delivery delays, lost mail, and failed delivery attempts.
• The complaint rate remains statistically low at 0.0003% of the 14 billion items delivered annually, although unreported issues likely contribute to a higher dissatisfaction rate.
• The new postal law reform, effective in early 2025, grants regulators the power to impose fines for service failures, increasing pressure on the postal operator to improve quality.
• Deutsche Post announced plans to cut 8,000 jobs by the end of 2025, raising concerns about potential declines in service quality despite a recent 5% wage increase for its workforce.