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Dispute Resolution

Objection/ dispute resolution

The European Commission provides a platform ( 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):
Deutsche Post AG is obliged to participate in dispute resolution procedures before a consumer arbitration board to the following extent. Senders who post items as consumers under our standard terms and conditions (GTC) and their recipients, if they are also consumers, may call upon the consumer arbitration board 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) if it has not been possible to reach an agreement with Deutsche Post.

The responsible consumer arbitration board is the 

Schlichtungsstelle Post (Referat 318)
Bundesnetzagentur für Elektrizität, Gas, Telekommunikation, Post und Eisenbahnen
Tulpenfeld 4
53113 Bonn
Tel.: +49 / (0) 228 / 14-0

In all other aspects Deutsche Post AG will not participate in any dispute resolution process according to the VSBG.