ERGP Report on the Postal Service Needs of Vulnerable Users - Final - 7

Sep 8, 2026

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ERGP report evaluates how the postal market’s structural shift impacts vulnerable users and why support must be tailored to differing circumstances. It explains the study background, methodology, and the current situation from both market and legal perspectives. The report identifies vulnerable user groups and underlying reasons using input from NRAs, operators, and other relevant entities, then details postal needs and the expected outcomes from an external workshop. Country cases and reflections inform targeted recommendations.

LanguageEnglish

CategoryResearch & Report

FormatPDF

Pages45

Reading Time1 h 53 min

AccessFree to download

Introduction

Background

Methodology

Current Situation

Current situation – market perspective

Current situation – legal perspective

Who are the Vulnerable Users, and for What Reasons?

Postal Needs of Vulnerable Users

Outcome of the External Workshop

Main Takeaways

Country Cases

The Danish market

Vulnerable users in the new German Postal Act

Reflections on the Term Vulnerable Users

Recommendations

Non-legal suggestions

Legal suggestions

Conclusion

Annex 1

Annex 2

ERGP REPORT ON THE POSTAL SERVICE NEEDS OF VULNERABLE USERS 29 November 2024 Table of Contents 1 INTRODUCTION .......................................................................................................................... 3 2 BACKGROUND ........................................................................................................................... 4 3 METHODOLOGY ......................................................................................................................... 5 4 CURRENT SITUATION .............................................................................................................. 6 4.1 Current situation – market perspective ...................................................................... 6 4.1.1 Overview of the different categories of measures .............................................. 6 4.1.2 The different categories of measures in detail..................................................... 7 4.2 Current situation – legal perspective ........................................................................ 10 5 WHO ARE THE VULNERABLE USERS, AND FOR WHAT REASONS? ...................... 12 5.1 NRAs’ and other entities’ perspective ...................................................................... 12 5.2 Operators’ Perspective ................................................................................................. 16 6 POSTAL NEEDS OF VULNERABLE USERS...................................................................... 19 6.1 NRAs’ and other entities’ perspective ...................................................................... 19 6.2 Operators’ Perspective ................................................................................................. 21 7 OUTCOME OF THE EXTERNAL WORKSHOP...................................................................23 7.1 Overview of the workshop ........................................................................................... 23 7.2 Session 1: Potential Vulnerable Users & Persons or Associations Involved 23 7.3 Session 2: Operators & Association of Consumers .............................................25 7.4 Session 3: Authorities and Policy Makers ............................................................... 25 8 MAIN TAKEAWAYS.................................................................................................................. 27 8.1 The questionnaire’s main points ................................................................................ 27 8.2 Workshop main points .................................................................................................. 28 9 COUNTRY CASES .................................................................................................................... 30 9.1 The Danish market ......................................................................................................... 30 9.2 Vulnerable users in the new German Postal Act....................................................31 10 REFLECTIONS ON THE TERM VULNERABLE USERS .............................................32 11 RECOMMENDATIONS........................................................................................................ 34 11.1 Non-legal suggestions .................................................................................................. 34 11.2 Legal suggestions .......................................................................................................... 35 12 CONCLUSION....................................................................................................................... 37 13 ANNEX 1 ................................................................................................................................ 38 13.1 Other entities that provided feedback....................................................................... 38 13.2 Operator

FAQs

What problem does the ERGP report focus on regarding vulnerable users?

The report addresses how changes in the postal market—such as declining traditional mail and the growth of e-commerce—affect vulnerable users differently and what support is needed to integrate and protect them.

How does the report determine who the vulnerable users are and why they are vulnerable?

It analyzes perspectives from NRAs and other entities as well as operators, using structured inputs about perceived postal vulnerable user categories and the reasons behind those perceptions.

What types of actions does the report recommend to meet vulnerable users’ postal needs?

Recommendations are split into non-legal suggestions and legal suggestions, covering both practical measures and regulatory developments aligned with universal service requirements and other social measures.

Sep 8, 2026

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