Number of post -reception complaints increases dramatically by 18%!

Number of post -reception complaints increases dramatically by 18%!

In 2024, the postal fault procedures in Austria increased significantly. A total of 544 procedures were submitted to the arbitration board, which corresponds to an increase of 42 percent compared to the previous year. The main actors in these procedures are the Austrian Post with 420 procedures as well as the providers DPD and Hermes, each recorded 32 and 31 procedures. The vast majority of the symptoms, a total of 418, concerned the "package" category, while 67 procedures were classified in the "letter" category. According to OTS , the mailing complaints rose by 18 percent to a total of 8.229.

dr. Klaus M. Steinmaurer, managing director of RTR for telecommunications and post, expresses the expectation that the number of postal reception complaints will continue to increase in 2025. The most common complaint categories include "not ushered in", "the broadcast went directly in the pick -up shop" and "no notification takes place". In view of this problem, Steinmaurer calls for an update of the legal regulations for the protection of consumers.

procedure for conflict resolution

The arbitration in the postal area is a voluntary procedure that is carried out at the request of the customer. Postal companies are obliged to participate in the arbitration procedure if an application is made, as described by the Federal Network Agency . The aim is the extrajudicial dispute settlement and therefore an inexpensive alternative to judicial disputes, especially in cases of loss, expulsion or damage to mail.

For an arbitration application, certain requirements must be met: the applicant must be the transmitter or recipient of an affected program, and previous unsuccessful attempts to get there must be proven with the respective postal company. Furthermore, no special conditions for the mailing may have been agreed. The application can be made by email, fax or letter, and the arbitration board checks the requirements of the application.

Current developments and outlook

A receptional complaint for post recipients: Inside, RTR currently subjects a relaunch to optimize the process. An annual arbitration report is created to document both the success of the arbitration board and to promote competition in the areas of telecommunications, post and media. The arbitration board, which is directed by the Federal Network Agency staff, meets the highest demands on impartiality and independence.

In view of the increasing number of complaints and the expected challenges in the coming year, it is crucial to improve the existing services of the post providers and to secure customer satisfaction.