Della paid 210 kroner for the delivery of an important letter, but the promised five-day delivery took a month.

Not for the first time with registered mail delays

The distribution company Dao has faced massive criticism after taking over responsibility for mail delivery from PostNord at the turn of the year.

By the end of January, 15,000 people had contacted Dao and complained that they had not received their letters on time.

One of them, Camilla Jakobsen, who waited for a letter in January, has been living without a payment card for almost a month.

And as recently as this past weekend, it emerged that Region Syddanmark had reported Dao to the Data Protection Authority for leaving mailbags in publicly accessible places. This has led to discarded diagnostic tests and potential breaches of personal data security.

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210 DKK for an extra reliable delivery

Della Zarrabi handed in her daughter’s documents in Hammel on January 19th, near her home in Voldby in Eastern Jutland.

But since Della Zarrabi felt the documents were important, she chose to pay 210 DKK for Dao’s most reliable service: a registered letter.

*"I paid 210 DKK for a registered letter, which means the recipient must sign to confirm receipt. And then I should receive an SMS or email when it’s delivered. But that’s not the service I paid for,"* she says.

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What is a registered letter?

Dao writes on its website:

*"A registered letter is for you who need extra security and documentation that the letter reaches its destination.

When the letter is delivered, the recipient signs for it—and you receive a receipt sent to your email. This is your proof that the letter was delivered, which you can save and use if needed.

(...)

A good solution when the letter contains something important—legal documents, contracts, or personal papers—and you want to be absolutely sure it’s delivered safely and reliably."*

Source: Dao (https://dao.as/privat-breve/)

DR asked Dao about the situation regarding Della Zarrabi’s letter.

In response, Dao’s communications director, Steen Breiner, explains that the first delivery attempt failed because no one was available to sign for receipt—as required for a registered letter—and therefore it was returned. He cannot specify when the first attempt was made.

*"Generally, a registered letter must be delivered on the first attempt within five business days. In this specific case, the first delivery attempt took a few days longer than usual, which Dao regrets. Without knowing the exact circumstances surrounding this particular letter, Dao—like others—has experienced delays in collecting and redistributing mail due to winter road conditions. The second and final delivery attempts were completed within the deadline,"* Steen Breiner writes.

In the same written reply, it is stated that no compensation is provided for delayed mail.

Something Della Zarrabi finds surprising.

*"I think I should get my money back. I paid for a service I didn’t receive,"* she says.

Warning: This article was translated by a Large Language Model, in case of doubt, you can always visit the original source.