“Do you feel secure with your parcel delivery?”
“Can you claim compensation if you received the parcel late?”
“What if the parcels are lost or damaged?”
“If you want to send a valuable item, how do you want to be sure about its safety?”

We often are frustrated by uncontrollable situations and keep blaming others where in fact, we could avoid those or the least, reduce the consequences of the outcome. Before you send off your parcel, you should have learned the Terms & Conditions provided by the courier provider. The preventive measure always comes from the consumer side.

As a smart consumer, you should know the importance of knowing the Terms and Conditions. You would not know until you experienced a kind of unfavorable situation where your long-awaited valuable parcel is suddenly reported missing, or when you finally received it, it is broken.

As such, in the very first place, you should know the key matters covered in the Terms and Conditions of every courier provider.

1.  Lost

Lost parcels will be compensated if the incident occurs during the delivery handling period, and not after it has been deemed delivered. However, it will be subject to the liability limit which is generally defined in the terms and conditions. Do read and understand the Terms and Conditions of the courier provider prior to signing the consignment note.
Once the courier provider has provided the proof of delivery to the consumer, their job is considered done. Always confirm with the courier provider the whereabouts of the parcels, whether it is really your premise or your acquaintance that receiving them on your behalf.
On the other note, how much is the compensation for the lost parcel? Is it the same as the value of the missing item inside the parcel? One answer for sure, it will not be the same. If your parcel is valued at more than thousands, do not be surprised that the courier provider may only compensate you with just a hundred bucks. However, if you would like to get a reasonable compensation on par with the value of the item, always declare the value of the item and opt for extended protection, also known as insurance.

2.  Liability Limit

According to the Oxford, liability means the state is legally responsible for something. The courier provider has its liability limit to the extent of what has been stated in the Terms & Conditions, for instance, the coverage value for lost parcels or damages, the claim period and the procedure involved for any issue arise. The courier provider would not be responsible for any matters that were not stipulated, nor not have been known to their knowledge. You, as the consumers, on the other hand, are responsible to abide by the Terms & Conditions even though you are not aware of it since you have agreed to pursue the service by signing the consignment note.

3.  Extended protection (insurance)

So, you are buying gold jewelry worth ten grand but pay only a few bucks for the delivery and declare a less valuable item because the courier provided would never know and you just wanted to save money? Please do not ever do that. Always declare with your courier provider so that they can offer you extended protection for the item. Protection is not only for life and health, little thing that you know, your valuable item also needs to be insured. Just in case anything unpleasant happened, you can claim compensation with ease. No frustration and disappointment.

4.  Late delivery

The courier provider will not compensate for late delivery. There is always an exception to every rule, and this is one of them – late delivery is still deliverable. There are so many factors that contribute to the lateness and blaming game could never solve the issue. To avoid this to happen, as a consumer, you can firstly check the delivery service standard duration according to the service area.
Apart from that, you can also take note of the types of delivery services the courier provider serves. If you urgently need or send your parcel quickly, always opt for the courier provider that offers express service. Pricier, but faster.

5.  Guaranteed and non-guaranteed

Have you seen the adverts from the courier provider such as Same Day Delivery; Next Day Delivery or 24 Hours Delivery? These are examples of types of services provided by the courier provider, which we also claimed as guaranteed services.
A guaranteed service is a kind of promise from the courier provider in their service offerings with an added value where the consumers need to pay differently from the non-guaranteed service or also known as the standard service with a standard rate. For every guaranteed service, there will be compensation offered if the courier provider failed to meet the expectation, hence, please check with your courier provider respectively.

6.  Prohibited items or dangerous goods

We are certain that every courier provided has issued a list of prohibited items and dangerous goods. The meaning of prohibited itself is forbidden, and dangerous is of course danger. The reason being is to ensure the safety of courier employees and the public. Hence, no matter how much you argued or justified sending it for delivery, it will never be accepted, nor compensated. You would never want to imagine what will happen if anything goes wrong with the prohibited items or dangerous goods.

7.  Damages

Some courier provider does provide compensation for parcel damages. However, there is always a set of rules for the provision. For instance, the courier provider will need to investigate if the parcels are being damaged by them or if it has been damaged even before the parcel was sent off, or even if the consumer complied with the packaging requirement. On a side note, the non-compliance with packaging requirements may also be subject to a decline in insurance compensation. Every courier provider has its limit for the compensation, and it is the consumer’s responsibility to at least know or ask before you send for delivery.

As the consumer, you should have known by now that every courier delivery service offered by the courier provider has some general guidelines of which not many of us are aware of. Before we argue for some invalid reasons and eventually disappointed and upset, check the facts and be responsible for your parcel as the safety assurance is by your choice.

About Postal Forum:
Postal Forum is a self-regulatory body designated by the Malaysian Communications and Multimedia Commission (MCMC) under Sections 49 and 50 of the Postal Services Act 2012 to give feedback and make recommendations to the MCMC on any matters concerning the interest of consumers of the postal and courier services industry. Amongst our functions are to identify and keep under review matters affecting the consumers, represent consumers’ interests including complaints handling, and promote consumers’ interest in relation to the tariffs and standards of the postal and courier industry.

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