Complain to the Federal Network Agency about postal and parcel service providers

In case of basic problems with mail or parcel delivery, you can complain to Bundesnetzagentur.

Online-Formular für Beschwerden und Anfragen über Post- und Paketdienstleister
Der Verbraucherservice Post der Bundesnetzagentur bietet Ihnen die Möglichkeit, online eine Beschwerde über Post- und Paketdienstleister zu melden. Auch Anfragen und sonstige Anliegen können Sie über das elektronische Formular einreichen.

Street address

Tulpenfeld 4
53113 Bonn

Postal address

Postfach 80 01

53105 Bonn

Mehr zur Behörde

In Germany, the provision of essential postal and parcel services at affordable prices is guaranteed by law. The Federal Network Agency checks compliance with these statutory requirements for supply. Among other things, it investigates complaints, requests companies to examine or comment on them, and collects information that indicates deficits in supply.

The statutory requirements include, for example, that

There are sufficient mailboxes as well as branches and stores for postal services,
letters and parcels are delivered on every working day,
letters and parcels are delivered to the specified address by posting in the house mailbox or by hand delivery, and
on average, 8 out of 10 letters are delivered to the addressee after one working day and 8 out of 10 parcels are delivered to the addressee after two working days.

If the Federal Network Agency identifies anomalies as a result of frequent complaints or its own evaluations, it calls on the postal company in question to restore the quality required by law and ensure it on a permanent basis.

Your complaint must be related to the legal requirements for the

letter conveyance,
parcel delivery or
the carriage of newspapers and magazines.

Required Documents
Depending on the facts of the case, further documents may be necessary, for example:
- Correspondence with the postal company

If you have something to complain about, you should first contact the postal company concerned with a complaint and ask it to remedy the defects.

In the case of persistent or recurring deficiencies or fundamental quality problems, you can contact the Federal Network Agency:

You can submit your complaint to the Federal Network Agency by mail or online form.
Describe the facts of the case in your complaint. You can add additional documents, for example, as an attachment via the online form.
The Federal Network Agency will examine your complaint and inform you about possible further action.