The decline in the volume of universal postal services continues in the long term and is mainly related to the general digitalisation of communications and the expansion of electronic payment instruments. The total number of universal services provided reached approx. 106.9 million in 2025, compared to 247.4 million in 2020. The decline was seen primarily in letter mail. The number of shipments up to 2 kg fell to 68.1 million, representing approx. 41% of the volume from 2020. The volume of registered items also continued to decline, reaching 27.9 million.
Despite decreasing volumes, universal services were provided at the required quality in 2025. Česká pošta met the set quality indicator of delivery speed, 93.26% of priority shipments were delivered the next working day after posting. This fulfils the legal requirement of a minimum level of 92%. The Office did not detect systemic deficiencies in the provision of universal services.
The number of claims and complaints has been decreasing for a long time due to a decrease in the volume of services. In 2025, Česká pošta handled a total of 66,159 claims and registered (also by Česká pošta) 7,673 complaints about universal services. The share of claims in the total volume of services remains very low, at a long-term level of approximately 0.06%. The number of complaints and enquiries about universal services at CTU in 2025 was 297. Most of them were related to the delivery of items, in particular the failure to attempt delivery, the failure to leave a letter of formal notice or difficulties in the service of official documents. On the basis of the inspection activities and the investigation of individual submissions, the Office concludes that, in the case of complaints, these generally involve individual errors, not systemic deficiencies in the provision of universal services.
External influences, in particular changes in international postal traffic, were also reflected in the provision of services in 2025. In the context of the adjustment of customs rules in the United States, there was a temporary restriction on the delivery of items of goods to the United States during the year.
The Czech Telecommunication Office concludes that Česká pošta fulfilled its obligations under the postal licence in 2025. At the same time, the downward trend in the volume of universal postal services can be expected to continue in the coming years.
What are universal postal services
Universal postal services form a legally defined range of services that the postal licence holder must provide throughout the territory of the Czech Republic. Therefore, it is not the whole range of Česká pošta. They include, in particular, the delivery of ordinary items within a defined range, registered and insured items, selected parcel services to and from abroad and postal orders. The decisive factor is their inclusion in the postal licence, not the specific business name or additional functions. On the other hand, most of Česká pošta’s other services, including standard parcel products, are provided outside the universal services regime on a commercial basis.
Tereza Meravá
Spokesperson
https://ctu.gov.cz/node/562566
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- V roce 2025 Česká pošta poskytla přibližně 106,9 milionu univerzálních služeb.
- Jak se vyvíjí kvalita služeb České pošty?
- Česká pošta splnila požadované kvalitativní ukazatele, přičemž 93,26% prioritních zásilek bylo doručeno následující pracovní den.
- Jaký je trend v počtu stížností na služby České pošty?
- Počet stížností a reklamací na univerzální služby dlouhodobě klesá, v roce 2025 bylo evidováno 66,159 reklamací.
- Jaké jsou hlavní důvody poklesu objemu služeb?
- Pokles objemu univerzálních služeb je spojen s digitalizací komunikace a rozšířením elektronických platebních nástrojů.