Six steps to complaining successfully about courier and freight forwarder shipments at the ports

TTracks of Unity: “Customs engaging traditional roots and purposefully forging new partnerships for a connected future.”

Maritsann Sinclair Post Clearance Audit, JCA

HE CONSUMER Affairs Commission (CAC) often receives complaints from consumers about the services offered by couriers and freight forwarders regarding their shipments at the ports. While the commission encourages consumers to complain about unsatisfactory transactions, we also need consumers to be aware that effective complaining is a skill! In fact, there are six steps involved in this process:

1. ASSEMBLE ALL YOUR FACTS

Be prepared with your RECEIPT or, in this instance, your ‘C number’ and other documents that are related to your complaint. The C number is unique and key to checking the authenticity of any consignment declared to Customs and integral to determining the amount of duty to be paid to Customs. If you do not have your C number, the tracking number can also be used. Remember, your receipt or C number is your link to establishing where you have purchased a good or service. Therefore, your receipt should contain:

• The name, address and telephone of the vendor.

•The amount paid by the consumer.

• The date on which the purchase is made.

• A description of the goods or services sold.

• Where applicable, any discounts or professional fees charged.

2. COMPLAIN PROMPTLY

Upon making all payments to Customs and receiving the item from your courier or freight forwarder, and it has been determined that the item is a defective good or you received substandard service, complain promptly. In instances where the purchase was made online, make contact with the vendor. Do not wait for a product warranty to expire or for extended periods during which the item might be sold out.

3. CALL, VISIT OR WRITE

A well-written email or letter is more effective than spending hours on the phone to a call centre (though if you do, complain calmly).

4. EXPLAIN YOURSELF CLEARLY

Companies often say that the most difficult thing about dealing with complaints is not knowing what the customer wants them to do to make things right. Make it easy for people to understand what you want, and how to give it to you, by stating what it is in your letter. Is it a full refund? A repair? An apology? An explanation for poor service? Whatever it is, be clear in your request. Thinking about this will also help you to decide whether you are satisfied with any remedy you are offered.

5. STAY COOL

Before you raise a complaint, check that you are being objective and that there are grounds for a formal complaint. However frustrated you may feel, ranting to customer services will not help. You are far more likely to succeed by remaining polite and non-threatening.

6. START WITH YOUR SALES REPRESENTATIVE

It is frustrating, but starting at the bottom gives you time to practise presenting your complaint. By the time that you get to the top (if necessary), you will know your argument thoroughly.

If you have done all the above and the situation has not been resolved, we encourage you to report the matter to the CAC.

The Consumer Affairs Commission is reminding shipping and courier companies that they are responsible for providing consumers with ALL the necessary information at the beginning of any transaction to prevent misunderstandings. Remember, among the rights of the consumer is that of ‘The Right to Information’ to make informed decisions.We are also reminding consumers that they also have the responsibility to conduct their own research and ask questions, to enable them to make informed decisions.