How to File a Courier Complaint in Pakistan: Step-by-Step

Your Rights as a Courier Customer

Many Pakistanis don't know they have legal recourse when a courier fails them. Under Pakistan's Trade Organizations Act and the Consumer Protection Acts of various provinces, you have the right to:

• Compensation for lost or damaged parcels (up to the declared value)
• A formal response to your complaint within 10 business days
• Escalation to provincial consumer courts if unresolved

Step 1: Gather Your Documents

Before filing any complaint, collect:

• CN/tracking number (on your receipt)
• Booking receipt or proof of sender
• Photos of damaged packaging (if applicable)
• Declared value of the shipment
• Delivery status screenshots from the tracking portal

Never throw away your courier receipt until your parcel is safely delivered and inspected. This is your only proof of booking.

Step 2: Contact Customer Support First

Most issues resolve at this stage. Each courier's primary channel:

Always ask for a complaint ticket number and note the agent's name. This is critical for follow-up.

Step 3: Escalate to Branch Management

If 48 hours pass with no resolution:

1. Call the destination branch directly (use the Branch Locator on the courier's website)
2. Ask for the Branch Manager or Operations Supervisor
3. Quote your complaint ticket number
4. Set a clear deadline: "I expect resolution by [date]"

Branch-level escalation resolves 80% of remaining issues.

Step 4: Social Media Escalation

Pakistani couriers are highly responsive to public social media complaints. Tag them on:

• Twitter/X with your CN number and a clear description
• Facebook on their official page
• Google Reviews — they often reach out proactively

Keep the tone professional — aggressive posts sometimes get ignored, while clear factual complaints get fast responses.

Step 5: Provincial Consumer Courts

If all else fails, you can file with your province's Consumer Protection department:

• Punjab: Punjab Consumer Protection Council — 042-99200163
• Sindh: Sindh Consumer Protection Council — 021-99211860
• KPK: Consumer Protection Department — 091-9212572

Filing fee is nominal (PKR 500–2,000) and the process takes 30–60 days. Companies take these seriously as it affects their license.

Specific Scenarios and How to Handle Them

Parcel Lost in Transit

1. File complaint after tracking shows no movement for 3+ days
2. Request a trace report from the courier
3. If confirmed lost, demand compensation up to declared value

Damaged Parcel Received

1. Do not sign the delivery receipt as "OK" — note "damaged" on the receipt
2. Photograph damage immediately before unpacking fully
3. File complaint within 24 hours with photos

COD Not Received

1. Confirm delivery in your portal first
2. Check if COD remittance date has passed
3. If yes, contact merchant support (separate from customer support)
4. Provide bank account details again if requested

Wrong Parcel Delivered

1. Do not open/use the wrong parcel
2. Call the courier immediately and they will arrange a swap

Prevention Is Better Than Complaint

• Always declare accurate value — under-declaring invalidates insurance
• Use strong packaging — couriers are not liable for damage from poor packaging
• Confirm the recipient's phone number is correct before booking
• Opt for "Fragile" marking for breakable items (request at the counter)

Understanding your rights and acting quickly makes all the difference in getting your issue resolved.