Increase in Complaints Against Mobile and Parcel Services

Complaints regarding mobile and internet services have surged over the past year, with grievances related to parcel delivery services showing an even more significant rise. According to the regulatory authority RTR, a total of 544 mediation proceedings were initiated in 2024, marking a 42% increase compared to the previous year. The leading companies in these proceedings included the Austrian Post with 420 cases, followed by DPD with 32 and Hermes with 31.

The frustrations expressed by consumers primarily stemmed from three key issues with parcel delivery: failure to ring the doorbell, packages being sent directly to pick-up points, and lack of proper notification. RTR's Managing Director, Klaus M. Steinmaurer, noted that these recurring issues suggest a systemic problem that merits legislative attention to better protect consumers' rights.

In the realm of mobile and internet services, the RTR recorded 1,659 complaints, representing an almost 11% increase. Of these, 1,583 were specifically related to telecommunications, while 76 involved media services. Interestingly, the average monetary value in these disputes dropped by nearly 17% from 2023, settling at 356 euros. A notable 94% of the cases were resolved within a 90-day timeframe.

Steinmaurer observed that the landscape of consumer complaints in the telecommunications sector has become less dramatic in recent years. The market leader, A1, accounted for 749 complaints in 2024, reflecting a 20% increase from the prior year. Magenta, holding second place, reported 466 complaints, an 8% rise, while Drei maintained a stable number of 280 complaints, ranking third.

As in previous years, complaints related to media services remained minimal. However, there was a notable rise in disputes concerning contract issues, particularly regarding the contestation of service fees, with 135 mediation requests filed on this matter. Additionally, the reporting center for number misuse documented 6,365 cases of fraudulent SMS messages in 2024, indicating a 23% decrease from 2023.

Overall, the increase in customer complaints highlights a growing need for improved standards and regulations within the mobile and parcel delivery sectors, as consumers seek more reliable and accountable services.