The AK recently informed the postal regulator RTR about the increasing number of cases. Consumers who have negative experiences with DPD should in any case contact RTR directly: E-Mail: [email protected]. “
The more complaints, the better RTR can take action against such practices by individual parcel delivery services – such as DPD”, say the AK consumer protectors.
Annoyed customers report
Disgruntled consumers report about the DPD parcel service:
The consumers wait in vain, but instead of the parcel comes the information that the parcel has been deposited in the Pickup parcel shop. It is announced by e-mail that the package will arrive on Monday between 10.45 a.m. and 2.45 p.m.
The consumer waits and waits. An e-mail arrives just before noon that the package has been deposited in the pick-up parcel shop. One consumer even reported that the DPD delivery van drove past her apartment but did not stop to deliver her parcel – she also had to go to the parcel station.
What consumers often don’t know
In the event of a conflict – there are no promised delivery attempts, parcels are lost in transit, etc. – recipients have no claims against the parcel service. The reason: the recipients do not have a contractual relationship with the parcel service, only the sender who posted the parcel for dispatch. After all, online retailers are usually liable if the goods are lost or damaged in transit.
Regulatory authority notified
The Post Control Commission (PCK) initiated supervisory proceedings against the postal service provider DPD Austria at its last meeting. From the beginning of December 2020 to the end of January 2021, the regulatory authority registered 33 new complaints about the delivery by DPD Austria, each of which mainly concerned unsuccessful attempts to deliver parcels. Other consumer advice centers in Austria also reported an accumulation of complaints about DPD Austria.
Supervisory proceedings initiated against DPD Austria
“In the case of DPD, due to the increasing number of complaints, there are sufficient indications within a short time that the unsuccessful delivery attempts are not isolated cases, but a structural problem,” the authority says.
The Post Control Commission is therefore initiating supervisory proceedings against DPD Austria in order to ensure that all parcels are delivered in accordance with the law.