Consumer Commission orders DTDC to compensate Mahim-based firm ₹78,901 for mishandled consignment | Pixabay (Representative Image)
Mumbai: The Central Mumbai District’s Consumer Dispute Redressal Commission has found DTDC Express Ltd guilty of deficiency in service and negligence, leading to significant losses for Displayor Trading Corporation, a Mahim-based firm dealing in medical equipment.
The Commission has directed the courier company to compensate the firm for damages incurred due to the mishandling of a temperature-sensitive consignment.
The Commission ordered DTDC Express Ltd to repay Rs 68,901, the cost of the lost consignment, and an additional Rs 10,000 for the hardship, loss of goodwill, and deficient service caused to the complainant firm.
The case dates back to 2022, when Displayor Trading Corporation had booked a temperature-sensitive consignment of medicines under the express mode with DTDC Express Ltd, with a promise of delivery to Nagpur within 24 hours.
However, the consignment was not delivered on time. Upon inquiry, DTDC cited a “Diwali rush” as the reason for the delay. Despite repeated calls and emails from the complainant, the consignment was neither delivered to its destination nor returned promptly.
Instead, the consignment was mistakenly forwarded to Jaipur and later reported as missing. Given the temperature-sensitive nature of the medicines, the delay rendered the consignment unusable.
After hearing the complaint, notice was issued to the courier firm and had asked them to file their reply. But despite being served notice of the complaint, DTDC Express Ltd failed to appear before the Commission, either personally or through legal representation. Consequently, the case proceeded ex-parte, with the Commission relying solely on the complainant’s submissions and documentary evidence.
The Commission in its orders thus held, “The courier company was aware of the nature of the consignment and its urgency but failed to deliver or return it in a timely manner. Further the company did not inform the complainant about the delay or take corrective action to minimize losses”
The Commission also stated, “The parcel was sent back to Mumbai but was mistakenly forwarded to Jaipur. Since then, the parcel has been missing. Even if traced today, it is of no use as it contained medicines that were temperature-sensitive. This amounts to deficiency in service and negligence.”
The Commission also noted that the mishandling of the consignment caused the complainant, a small-time trader, substantial hardship and loss of livelihood, further aggravating the impact of the courier company’s negligence.
Hence after going through the evidence brought on record, the Commission held DTDC Express Ltd liable to repay Rs 68,901, the cost of the lost consignment, and Rs 10,000 as compensation for the hardship and loss of goodwill suffered by Displayor Trading Corporation.
