Numbers are rising: complaints about parcel services are exploding!

Numbers are rising: complaints about parcel services are exploding!

In recent months, complaints about parcel services in Austria have increased sharply. According to RTR's annual report, there were a total of 544 postal arbitration proceedings in 2024, a notable increase of 42% compared to the previous year. Austrian Post and other parcel service providers are particularly affected, with Austrian Post bearing the main responsibility with 420 procedures, followed by DPD with 32 and Hermes with 31 procedures. The most common complaints reported by disappointed customers are “not ringing” during delivery, leaving shipments in pick-up shops without asking, and the lack of notifications about the shipments.

In 2024, customers also reported an 18% increase in mail receipt complaints, totaling 8,229 cases. The experts, including RTR board member Werner Streitfelder, warn of a high number of unreported cases, which could indicate unreported problems. In order to meet these challenges, a revision of the legal regulations to protect users is suggested.

Arbitration as a solution approach

Postal arbitration is a voluntary but effective way to resolve conflicts between consumers and parcel services. The Federal Network Agency declares that companies are obliged to participate in arbitration proceedings if a corresponding request is made. The arbitration board acts as an independent authority for out-of-court dispute resolution, which represents a cost-effective alternative to court proceedings for consumers.

A request for arbitration can be made free of charge. The prerequisite is that the applicant is either the sender or recipient of an affected shipment and has already tried to come to an agreement with the postal company before submitting the application. Applications must be documented and accompanied by relevant supporting documents to facilitate processing. The average duration of the procedure is around 90 days.

Procedure and expectations

Once the arbitration request is received, the applicant will receive an acknowledgment and the company will be invited to respond to the complaints. The arbitration board mediates between the parties and offers suggested solutions, even if neither party is obliged to accept them. The procedure can usually be carried out in writing; oral discussions only take place with mutual consent.

A positive outcome of the arbitration procedure can lead to an agreement between the consumer and the parcel service. If the parties do not agree, it will be determined that no agreement has been reached. Consumers can end the process at any time, which takes additional pressure off those affected.

The persistently high number of complaints makes it clear that there is an urgent need for action. The Federal Network Agency plans to redesign the receipt complaint form and provide it with recommendations for action for those affected in order to improve customer dialogue and create more transparency in the still critical issue of parcel deliveries.