Courier Services
Courier Services
Postal and courier services are used to transfer letters and parcels from one place to another. While India Post is the national carrier of posts, there are various other courier services such as DTDC and The Professional Carrier to facilitate transfer of posts and goods from one place to another.
Grounds for Complaints
Grounds for complaints in postal services are:
- Late Delivery
- Parcel is often not delivered at the correct address
- Delay or non-receipt of money order
- Delay or misplace of registered letter
- Delay or non-receipt of speed post letter -Non-receipt or abnormal delay in receipt of money order. Even in some cases Speed post MO take much time to get delivered.
- Non delivery or delay in receiving Speed Post letter
- Non receipt or delay in delivery of Parcels.
Complaint Redressal System for Postal Service
(i) Approaching the Concerned Post Office:
The first step towards redressal of consumer complaints is to approach the concerned post office. If the complaint is either not redressed or the consumer is dissatisfied with the redressal, they can approach the Customer Care Center of the Circle or Zonal area. The consumer can use the following link for registering a complaint: Complaint registration
(ii) Approaching Higher Authorities:
If the complaint is not resolved even after pursuing the Customer Care Center of the circle. The, the consumer can resort to higher authorities by reaching out to the Chief Post Master General of the concerned state. The contact details of India Post’s Chief Post Master General of various states can be found on this link: Click here
If the consumer complaint is not resolved even after approaching the above officers, the consumer can take the matter at the national level by reaching out to the DDG in the Central Office, DAK Bhavan. The following link can be used for the contact details of the various officers- Click here
Moreover, the following link by India Post provides the various available mechanisms to the consumers in a step-by-step manner: Click here
(iii) Approaching any other appropriate judicial or quasi-judicial body:
The complainant is free to take the service provider to a court or any other suitable venue (judicial or quasi-judicial). The proceedings in consumer commissions are not mired by the niceties of procedure, allowing the complainant to file a complaint for himself. As a consumer, the aggrieved party can take the service provider to the appropriate consumer commission, based on the pecuniary and territorial jurisdiction. The jurisdictions of the various consumer commissions are as follows-
a) District Commission: The aggrieved consumer can reach out to the District Commission under section 34 of the CPA, 2019, which provides that the district commission shall entertain matters where the value of the goods or services paid as consideration does not exceed more than one crore rupees.
b) State Commission: In cases where the value of the goods or services paid as consideration is more than one crore, but less than 10 crores, the consumer can approach the State Commission. Moreover, in cases of unfair contracts, the State Commission has original jurisdiction and the consumer can be directly approached. An appeal against the order of the District Commission can also be made under section 47 of the CPA, 2019.
c) National Commission: The National Commission can entertain matters where the value of goods or services paid as consideration exceeds 10 crores. Section 58 also provides that complaints against unfair contracts can be entertained by NCDRC when the amount of value paid exceeds 10 crores. The NCDRC also has appellate jurisdiction against the orders of any State Commission and Central Authority.
Moreover, it must also be kept in mind, that section 100 of the CPA, 2019 provides that the remedy under CPA is in addition and not in derogation of other available remedies.
Another remedy available to consumers is mediation. Chapter 5 of the Consumer Protection Act provides for establishing mediation cells and resolving consumer complaints using mediation.
This link could be used to file complaints online: Consumer Helpline
(iv) Central Consumer Protection Authority
If the commission finds violations of rights of consumers or in notice of trade practices which is unfair it can inquire or cause an inquiry, either on receipt of complaint or suo moto or as directed by Central Government. If the commission finds, after preliminary inquiry, of an existence of a prima facie case of consumer rights violation or it is in notice of any unfair trade practice or any wrong or inaccurate advertisement which is prejudicial to public interest or to the interests of the consumers,it can order an investigation by the District Collector or by Director General.
The consumer can complain to the District Collector of the respective district for investigation and subsequent proceedings by the CCPA. He/she/they can also submit a complaint via email, at com-ccpa@nic.in.
Complaint Redressal for Courier Services in India
There are various Courier companies in India that deliver packages, mails and messages. These companies provide special features such as speedy delivery, tracking of parcels, security, among others. Some of the private courier services in India are:
1. The Professional Courier:
The carrier is primarily engaged in catering written messages, documents, and cargo. It has a consumer care website through which complaints can be registered online: Click here
2. DTDC:
Established in 1990, DTDC is one of the most extensive courier companies in India. Consumers can register their complaints using the details given in the following website: Customer Care
Moreover, consumers can raise service queries by using the following link: Click here
3. First Flight Couriers Limited:
The company provides courier services for customers in India and internationally as well.
The following link can be accessed for the contact details of various regional offices:
Welcome to First Flight Couriers Ltd.
Moreover, the consumers can approach the appropriate consumer forums if they are dissatisfied with the customer service provided by these companies.
Acts
1. The Indian Post Office Act, 1898- Click here
2. Indian Post Office Rules, 1933- Click here
Landmark Judgements
1. Post Master, Manimajra Post Office v. Ripan Kumar
In the present case, the NCDRC held that delivery of medicine packets in a tampered condition amounts to deficiency of service under the Consumer Protection Act.
2. Head Postmaster, Ponnai, Kerala v. V. Ayyapan
In the present case, the National Commission denied the Post Office to take defence of section 9 of theTelegraph Act, 1885, which absolved the government of any liability for defaults of an individual telegraph officer. It held that the Post Office was guilty of deficiency of service, and denied the application of section 9 of telegraph act.
Sample Complaints
Important Links
1. FAQs on Courier and Cargo services: Click here