• No fees for the verification of parcels the dimensions of which are inconsistent with those provided by the consumer, extension of the deadline for collecting parcels from points with limited accessibility - these are some of the changes implemented by the company.

The Office of Competition and Consumer Protection received complaints from consumers about the rules for collecting and sending parcels through InPost. They included, for example, additional fees for the verification of incorrect dimensions of parcels or redirection of parcels to another parcel locker without the consumer's consent.

'The complaints received by UOKiK gave rise to an investigation. We checked if the issues raised by consumers were happening. During the proceedings, the company adapted to our objections. Some of the changes were already implemented, which could have already been felt by consumers using those services,' says Tomasz Chróstny, President of UOKiK.

What has changed as a result of the proceedings initiated by the President of UOKiK?

• No default redirection of parcels.

The President's doubts were raised by the fact that parcels were automatically redirected to another parcel locker when the target one was full. InPost has stopped using such practices, and now if a parcel locker is full or broken down, the parcel will be put in a temporary one that is no more than 2 km away in a straight line for a day. If it is not collected within this time limit, it will go back to the original parcel locker. This allows the consumer to collect the parcel at a convenient time and location.

• No additional fees for the verification of parcel dimensions.

InPost collected a fee (in the amount of PLN 3.68) for the verification of parcel dimensions. The company charged it after the service was rendered. This was the case when the dimensions of the package provided for shipment by the sender were different from those declared. The company will begin implementing the changes in 2022 by waiving such a fee.

• Extension of the deadline for collecting parcels from points that are not accessible on certain days of the week.

InPost will extend pick-up times from points with limited accessibility. This refers to situations when the collection point is located, for example, in a shop that is closed on non-trading Sundays, and the deadline for the collection of the parcel falls on a day when the shop is closed.  The deadline for collection will be extended by 24 hours for each day when the point is not accessible. These changes will be implemented in 2022.

Consumer assistance:

Tel.: 801 440 220 or 22 290 89 16 – consumer hotline
Email: porady@dlakonsumentow.pl
Consumer Ombudsmen – in your town or county

Additional information for the media:

UOKiK Press Office
Pl. Powstańców Warszawy 1, 00-950 Warszawa, Poland
Phone +48 695 902 088, +48 22 55 60 246
E-mail: biuroprasowe@uokik.gov.pl
Twitter: @UOKiKgovPL