Postal Compalints

by Kanika Goyal Online Consumer Forum

Postal Complaints

Sending messages and packages through postal and courier services is commonly viewed as a cost-effective option. Recently, the postal system in India has expanded significantly, with more than 1.55 lakh post offices now operating throughout the country. Despite its wide usage and popularity many people filed Postal Complaints vary from delayed deliveries to items being damaged in packages, and more. This article explores some of the popular postal services in India and the typical issues customers face with them.

Famous Postal or Courier Companies in India

1. Indian Post Office : Indian Post Office is a public or government courier post office that provide comparatively cheaper postal service when compared to the other private courier companies. It has 1,56,600 post offices in India, with nearly 90% operational in the rural part while the rest 10% in the urban area.

2. Ecom Express : Ecom Express is used to a deliver the parcels with the utmost speed, safety, and reliability nationwide to all industries. They provide various services like Express Services, Digital Services, and Fulfillment services but many times they get complaints for courier service.

3. Delhivery : Delhivery is known as one of the most trustworthy courier firms for deliveries. Despite the fear of leaving their homes due to the COVID-19 pandemic, Delhivery courier company continued their operations to meet the demands of society.

4. FedEx : FedEx, also known as Federal Express, is a US-based multinational company that provides delivery services. The company is famous for its fast delivery services, as well as keeping clients informed of the parcel's location in real-time.

5. DTDC Courier : DTDC Express Limited, also known as Desk to Desk Courier and Cargo. The company is based in India and processes over twelve million shipments monthly.

Types of Postal Complaints

Security concerns are raised when items are missing from packages as it is difficult for customers to track missing items.
Delays in customs can be frustrating as it results in a lack of control, leading to complaints directed towards major courier companies.
Delayed deliveries, particularly when using Indian postal services.
Customers frequently express dissatisfaction with impolite or uncooperative customer service.
The delivery of incorrect items is a frequent issue that diminishes confidence in postal services.
Instances where no items are delivered cause more frustration, worsened by post offices providing unhelpful responses.
The problem of damage to products upon delivery is common, and it is worsened when compensation is also not given.

How to resolve courier complaints

Submitting a complaint via the postal public grievance portal is a Central Government effort to resolve public grievances.

Step 1: Go to the official website of the postal Co. and email their customer service address as indicated.

Step 2: In addition, you can contact their 24*7 customer support number for assistance.

Step 3: In case the postal Co. fails to handle your issue, inform the Directorate General of Civil Aviation (DGCA), the governmental authority regulating air travel.

Step 4: If the postal Co. does not resolve the complaint, think about sending a legal notice.

Step 5: If all else fails, submit a complaint to the consumer forum for additional measures.

Most Common Issue Reported for Postal Complaints

Delay in delivery : Frequent delays in delivery by the Indian postal services can be a source of frustration, especially when it combined with the inconvenience of receiving wrong packages.

Package stuck in customs : When a package is stuck in customs, means that it's undergoing inspection or clearance procedures, which can sometimes result in delays due to various reasons such as incomplete documentation, security concerns, or high volume of packages being processed.

No delivery : Not getting your package at all can be frustrating or either not getting a satisfactory response or often, rude behaviour of support staff increases the pain of the consumers for the delivery concern

Bad customer support : The most frequent complaint from customers is that the customer service is impolite and unhelpful. Lack of sufficient cooperation on post-delivery issues can leave problems unresolved.

Wrong product was delivered : Wrong delivery remains a frequent complaint among customers that has been brought up in the past. Many individuals have avoided using Indian postal services due to this ongoing error.