The Bundesnetzagentur: Verbraucherschlichtungsstelle Telekommunikation*
(Telecommunications Consumer Conciliation Board of the Federal Network Agency)
is competent for disputes concerning mobile phones, landline phones and the Internet.
Useful information: The Federal Network Agency does not handle all disputes between consumers and telecommunication companies. The problem must fall under the scope of the Federal Telecommunication Act. This, for example, concerns the right of consumers living in Germany to cancel their Internet contract when they move to another European country.
Practical tip: If this ADR body is not competent for your complaint, the dispute falls under the jurisdiction of a General Consumer Conciliation Body.
Despite the list, it is not always easy for consumers to find out whether the ADR body can handle their case. If you have doubts, you can ask the Federal Network Agency or the General Consumer Conciliation Body.
Schlichtungsstelle Telekommunikation
Bundesnetzagentur
Postfach 80 01
53105 Bonn
Phone: +49 30/22480590
E-Mail: schlichtungsstelle-tk@bnetza.de
The Bundesnetzagentur: Schlichtungsstelle Post*
(Post Conciliation Board of the Federal Network Agency)
is competent for disputes concerning Mail and Parcels (Postal Services).
Since March 2021, postal operators are obliged to participate in a conciliation procedure. The prerequisites for the obligation to participate are that a consumer contacts the conciliation body and that there is a connection to Germany, i.e. either the recipient or sender is in Germany or at least part of the transport takes place in Germany.
Please note that the conciliation body is only responsible if no special conditions have been agreed upon with the postal service provider. Further requirements for the procedure can be found on their homepage.
You can submit the application online.
Schlichtungsstelle Post
Bundesnetzagentur
Tulpenfeld 4
53113 Bonn
Phone: +49 228/142222
E-Mail: schlichtungsstelle-post@bnetza.de
* Alternative Dispute Resolution body
Funded by the European Union. Views and opinions expressed are however those of the author(s) only and do not necessarily reflect those of the European Union or the European Innovation Council and Small and Medium-sized Enterprises Executive Agency (EISMEA). Neither the European Union nor the granting authority can be held responsible for them.