The Hague, 12 May 2026 – The Authority for Consumers and Markets (ACM) has today imposed a fine of nearly €7 million on PostNL because the statutory delivery standard for the Universal Service Obligation (USO) mail was not met in 2023. PostNL considers this fine ineffective and disproportionate. The fine further jeopardises the continuity of postal services. PostNL will therefore object against ACM’s decision.
Pim Berendsen, CEO of PostNL: “People in the Netherlands must be able to continue to rely on postal services. Our thousands of employees are committed to this every day. However, the conditions under which we were required to deliver USO mail were already unworkable in 2023. Since then, the situation has only deteriorated further, and despite a highly efficient operating model, delivering mail costs more money than it generates. Against that background, this fine is not only incomprehensible but also irresponsible. It ignores this reality and is counterproductive. Rather than contributing to safeguarding reliable postal delivery, it undermines the financial position of the postal operator and puts further pressure on reliable mail delivery.”
The ACM fine relates to not meeting a legal obligation that was already unworkable in 2023. PostNL continuously strives to maintain high quality, but like other sectors, has been facing labour market shortages for several years. In addition, outdated legislation left no room to adequately adapt the service. PostNL has repeatedly indicated since then that it is no longer possible to meet this obligation. This has now been acknowledged and the quality standard is being adjusted: as of July 2026 it will be lowered to a feasible level. Although this is a step in the right direction, it is still insufficient. All the more reason why it is incomprehensible that the ACM is imposing such a substantial fine.
In the years following 2023, the situation has continued to deteriorate. There is insufficient perspective on a structural solution for future-proof postal services. Losses continue to mount, and continuity is coming under increasing pressure. Even with the announced easing of the standards, the service is expected to remain loss-making in the coming years.
The core of the problem remains unaddressed and requires a clear choice: legal obligations must be adjusted to align the service with reality, or appropriate compensation must be provided for the net costs of this public task. As long as this choice lacks, PostNL is apparently expected to deliver a structurally loss-making service under unworkable conditions. That cannot reasonably be expected of a commercial company.
Imposing a multi-million-euro fine for an unrealistic standard on top of these structural losses only worsens the situation and does not contribute to better postal delivery. On the contrary, it further jeopardises the continuity of the service.