Package drama in Austria: Exploding complaints about delivery!

Package drama in Austria: Exploding complaints about delivery!

In recent years, the number of complaints about parcel services in Austria has increased significantly. According to the annual report of the RTR, there were a total of 544 postal fault procedures in 2024, which represents an increase of 42% compared to the previous year. Over 80% of these procedures concerned the Austrian Post, which recorded the highest number with 420 symptoms. DPD also contributed to the increasing number of complaints with 32 procedures and Hermes with 31 procedures. Numerous symptoms fall into the "package" category for which 418 procedures were initiated, while the "letter" category is significantly less affected with 67 procedures. This situation suggests a continued trend, especially for 2025, where a further increase in postal reception complaints is forecast.

The most common causes of complaint are: "Not usher in", "broadcast went directly in the pick -up shop" and "no notification takes place". Werner Streitfeld from the Austrian Post also warns of a higher number of unreported cases that indicates non -reported problems. In order to improve the legal protection of users, a revision of the existing regulations is stimulated. The RTR also plans a relaunch of the receptional complaint form, which should provide the affected comprehensive recommendations for action.

arbitration board as a solution approach

The arbitration in the postal area represents a voluntary procedure that is carried out at the request of the customer. The postal companies are obliged to take part in this arbitration procedure in order to enable extrajudicial dispute resolution. This represents an inexpensive alternative to legal proceedings and deals with loss, expulsion or damage of mailings as well as violations of universal services, such as "https://www.bundnetzagentur.de/de/vportal/schlichtung_post/start.html" TARGET = "_ blank"> Federal Network agency described. The application for arbitration can be made both online and in writing, with relevant documents such as correspondence and sentence consequences.

The arbitration board serves as a neutral intermediary between the parties concerned. After receipt of the arbitration application, applicants receive an input confirmation. If the prerequisites for the procedure have been determined, the company concerned will be asked to comment. The average duration of the procedure is about 90 days from receipt of the complete complaint documents. The procedures are generally carried out in writing, oral is only possible if necessary and with the consent of both sides, as the FAQ of the Federal Network Agency

The Echtungsstelle Post is also headed by employees of the Federal Network Agency, who ensure that the procedure is independent and impartial. An annual arbitration report documents the developments and thus offers a transparent overview of the procedures and their results.

The multitude of complaints and the associated use of arbitration procedures illustrate that it is time to improve the quality of the parcel services and to strengthen consumers' trust.