“Help”, the Ö1 consumer magazine, every Saturday at 11.40 am on Radio Ö1.
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A look at the Facebook page of DPD Austria is enough: many parcel recipients express their anger in more or less beautiful words. Many also complain to the Chamber of Labor (AK) and help.ORF.at.
Recipient not found
It always comes down to the same thing: the recipients say they were at home – not least because of the lockdown. Nevertheless, her package landed in the parcel shop.
“Often there are also conflicts about this fact,” says Daniela Zimmer, legal expert at AK Vienna. Delivery personnel would note that they tried to deliver. Consumers could, however, describe quite clearly that nobody actually rang the bell at their home.
Structural defects in the delivery
The broadcasting and telecommunications authority (RTR) also suspects that this delivery attempt has not been made and opened a supervisory procedure last week.
The delivery is generally carried out in a way that is illegal. “That is to the disadvantage of the recipient.”
DPD wants to “investigate every case”
The re they were amazed that they had learned about the procedure last Friday via a press release. One can therefore only take a general position. According to RTR, the lawyer was informed by DPD the day before.
In any case, DPD referred help.ORF.at to the sharp rise in parcel volumes. But this affects all parcel services. Unlike others, the industry cannot complain of a lack of business. DPD delivered up to 400,000 parcels a day on peak days in December. By way of comparison: Swiss Post managed more than a million a day. DPD announced that it would investigate every single complaint “as soon as all cases are known in detail”.
Selected packages come straight to the package shop
More specific was the information that a help listener received from DPD in response to his complaint at the beginning of February. He had recorded by video surveillance that no parcel messenger had rung him, despite all assurances.
DPD wrote to him: “Due to the currently particularly high volume of parcels, we are forced to deliver selected parcels directly to one of our Pickup parcel shop partners in your area.” Due to the tense situation, new deliveries are “unfortunately not possible”.
When asked by help.ORF.at, DPD said at the time that this mainly affected urban areas, such as Vienna, and that it would be done in coordination with shipping customers. Because these are the clients.
2,000 complaints in one weekend
The supervisory authority RTR received more than 2,000 complaints on Saturday and Sunday.
“That is very unusual,” said Feiel. Usually there are around 200 complaints throughout the year. Now you have more than 2,000 complaints in a single weekend. “For us this is a clear indication that there could be a structural deficiency in the organization of the postal service provider.”
The supervisory procedure was therefore expanded. In addition, it is checked whether all cases concern DPD without exception.
RTR can prescribe improvements
If DPD does not offer a satisfactory improvement within a reasonable period of time, the authorities can prescribe organizational measures themselves. This can be additional tours, a higher delivery density or better evidence of delivery attempts.
The pressure on the individual deliverers should not be increased further, says AK expert Zimmer. Rather, the parcel services should consider whether their resources are sufficient. For consumers, she demands a right to freedom of choice so that they can choose the parcel service when ordering.
DPD shortens the collection time at the parcel shop
The online retailer also organizes the dispatch and is therefore liable to the consumer that the parcel actually arrives at him,” says Zimmer. If this is not the case, the online retailer has to send the goods again.
The n the package goes back again.
The complaints can now only be submitted using this form.