The South Denmark regional health authority said on Tuesday that some patient letters have been delayed since Dao took over letter distribution across Denmark at the start of the year.
“In the first few weeks since the change, there have unfortunately been challenges with delayed or missing letters to and from patients,” the health board said in a press statement.
January 2026 was the first month since Dao fully took over letter distribution across Denmark from longstanding operator PostNord.
PostNord announced in 2025 that it was to switch to a parcels-only service amid protracted financial struggles, and made the changeover at the end of December.
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The South Denmark health board switched from using PostNord to Dao for its letter delivery in December 2025, but said the change has created issues.
However, the health authority said the matter was being addressed and is not considered to represent a risk to patients.
Missed appointments are being followed up and patients are being contacted by phone, according to the region. Urgent appointments are made over the phone as well as by letter.
“A certain level of challenges can be expected when such a large task is transferred from one provider to another,” Kurt Espersen, director at the Region of Southern Denmark, said in the statement.
“We are therefore also in close dialogue with Dao to resolve the challenges that have arisen as quickly as possible,” he said.
The region did not state how many letters have been affected.
Dao previously told news wire Ritzau that it delivered 4.5 million letters in January and received 15,000 inquiries about delayed mail.
“We are sorry about this, because you should be able to rely on a letter sent with Dao arriving on time. We take this very seriously,” head of communications Steen Breiner said.
The company is now “reviewing all processes” to cut down on delays, he said.
“We are going to find any holes and then close them."
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