The logistics giant DHL has launched a scathing critique of the German Federal Network Agency (Bundesnetzagentur) over its reporting of customer complaints regarding Deutsche Post’s delivery performance, escalating a political debate surrounding postal service quality and working conditions. The Bundesnetzagentur regularly publishes statistics detailing customer grievances filed against Deutsche Post, a subsidiary of DHL. Recent figures, indicating approximately 23,000 complaints in the first half of 2025 – a record high – have sparked the current controversy.
Tobias Meyer, CEO of DHL, argues that the agency’s metrics are fundamentally misleading, claiming Deutsche Post only receives a small fraction of the submitted complaints. He alleges this limited access prevents the company from understanding the root causes of customer dissatisfaction, particularly concerning issues falling under the legal obligations stipulated by the Post Law. “A significant number of objections seem not to relate to our postal delivery services at all” Meyer stated in an interview with “Welt am Sonntag”. He voiced concern that the Bundesnetzagentur’s methodology, leaving Deutsche Post privy to only around five percent of complaint cases, is “economically questionable.
Meyer warned that this flawed communication process risks eroding public confidence. “Ultimately, this approach doesn’t lead to improvements, but rather to the impression that nothing works anymore in Germany. And that damages society”. While acknowledging recent operational shortcomings within Deutsche Post – specifically, challenges encountered during a surge in shipping volumes last summer – Meyer insisted these issues have been resolved. He attributed broader challenges to digitalization and a decline in traditional mail volume, necessitating structural adjustments like consolidated delivery of letters and packages.
Beyond delivery performance, Meyer addressed the growing issue of employee workload, particularly concerning the weight of packages handled by postal carriers. Currently, German law permits packages up to 31.5 kilograms for shipment. The Verdi trade union is actively advocating for a reduction to a maximum of 20 kilograms, a demand supported by DHL’s CEO. “We are unequivocally in favor of lowering the weight limit” Meyer declared, imploring politicians to act swiftly and enact legislative change.
However, he underscored a political impasse, revealing a lack of consensus within the German government on the issue. Meyer directly accused certain competing logistics companies of exerting undue influence on elements within the ruling coalition to obstruct a reduction in the weight limit, suggesting their lobbying efforts are preventing a necessary and beneficial reform for postal workers. This accusation highlights a broader power struggle within the German logistics sector and positions the debate over postal regulations as a politically charged battleground.
