Objection/ dispute resolution
The European Commission provides a platform (https://ec.europa.eu/consumers/odr) for reaching out-of-court settlements. This gives consumers the opportunity to settle disputes relating to their online orders without involving a court.
General Information according to § 36 of the German Law about alternative dispute resolution (VSBG):
In the event that consumers call upon the consumer arbitration board of the Federal Financial Supervisory Authority to settle disputes regarding rights and obligations in the event of loss, theft or damage to shipments or the infringement of their own rights to which they are entitled on the basis of a statutory order pursuant to Section 18 of the Postal Act (PostG), Deutsche Post AG and DHL Paket GmbH are obliged to participate in a dispute resolution process according to VSBG.
Prerequisite for calling the consumer arbitration board is a previous unsuccessful attempt to settle the dispute between the consumer and Deutsche Post AG and DHL Paket GmbH themselves.
The responsible consumer arbitration board is the
Schlichtungsstelle Post
Bundesnetzagentur für Elektrizität, Gas, Telekommunikation, Post und Eisenbahnen
Tulpenfeld 4
53113 Bonn
www.bundesnetzagentur.de/post-schlichtungsstelle
In all other aspects Deutsche Post AG and DHL Paket GmbH will not participate in any dispute resolution process according to the VSBG.
