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Request arbitration in the event of a dispute with a postal service provider

If you are unable to reach an agreement with a postal service provider in the event of a dispute, the Federal Network Agency can mediate under certain conditions.

Online services & Forms

Online services

  • Request for arbitration

Responsible for you

Bundesnetzagentur für Elektrizität, Gas, Telekommunikation, Post und Eisenbahnen - Referat 318 - Verbraucherservice Post

Street address

Tulpenfeld 4
53113 Bonn

Postal address

Postfach 80 01

53105 Bonn

Mehr zur Behörde

Procedure details

The aim of the Federal Network Agency's conciliation procedure is to reach an amicable agreement as quickly as possible in the interests of both parties. In this way, long and potentially expensive court proceedings can be avoided.

Arbitration is possible if your rights as a customer of a postal service provider have been violated. This may be, for example, because a letter or parcel has been

  • has been lost,
  • stolen or
  • has been damaged.

If the request is made by consumers, participation is mandatory for the postal service provider. In other cases, the Federal Network Agency first asks the postal service provider whether it will participate in the conciliation procedure.

The Federal Network Agency's Postal Conciliation Board attempts to mediate between the two sides in the dispute. The employees of the arbitration board involved in the proceedings are impartial, independent and have the necessary expertise. The arbitration board decides through a mediator who is an employee of the Federal Network Agency.

  • You are the sender or recipient of a letter or parcel. Your consignment in transit
    • was lost,
    • has been stolen or
    • has been damaged;
  • or another right under the Postal Services Ordinance has been violated.
  • You have already tried in vain to reach an agreement with the postal service provider.
  • There is no reason for exclusion.
  • No special conditions have been agreed with the postal service provider.

  • Required Documents
    • Letters, e-mails or faxes with the postal service provider regarding your current request
    • Printouts for shipment tracking
    • Photos of damaged items
    • Proof of posting
    • Invoice or other proof of the amount of damage claimed
    • Submit the required documents as a copy or scan.

You can submit an application for arbitration proceedings online, by letter, fax or e-mail:

Online application:

  • Go to the online application of the Federal Network Agency's conciliation body Post on the Federal Network Agency's website.
  • Describe the facts of the case and your claims.
  • Upload your additional documents and submit the application.
  • The Schlichtungsstelle Post will check whether the requirements for a conciliation procedure are met.
  • If the procedure is successful, the arbitration board will hear the parties to the dispute and assess the arguments and evidence presented by both sides.
  • If necessary, the arbitration board makes a proposal for an agreement.
  • Neither party is obliged to accept the settlement proposal.
  • If no agreement is reached, the conciliation procedure ends with this statement.
  • You will receive notification of the outcome of the conciliation procedure.

Request by letter, fax or e-mail:

  • Download the application for conciliation from the website of the Federal Network Agency.
  • You can complete the application on screen and then print it out or print it out first and then complete it by hand.
  • Sign the application and add any attachments.
  • Send the application with your attachments by post, fax or e-mail to the Federal Network Agency's postal conciliation body.
  • All further steps correspond to the online procedure.

The arbitration procedure is free of charge. Costs such as postage and other expenses must be borne by you as the party to the dispute.

  • There is no deadline.

As a rule, you will receive your conciliation proposal within 90 days of receipt of the complete complaint documents by the conciliation body. (1 bis 90 Tage)

There are no indications or special features.

not applicable

Status: 09.03.2025
Editorially responsible for prodecure description: Bundesministerium für Wirtschaft und Energie
Source: Federal Portal