DTDC Liable For Missing Consignment, Thrissur Consumer Commission Awards ₹55,000 Compensation

The Consumer Disputes Redressal Commission, Thrissur, comprising C.T. Sabu (President), Sreeja S. and Ram Mohan R. (Members), held DTDC Express Limited and its channel partner guilty of deficiency in service for failing to deliver one out of eight boxes of paintings entrusted to them, and directed them to compensate the complainant for the mental agony, hardship, and inconvenience caused.

Brief Facts:

The complainant, founder of “Meraki”, organised an art exhibition in Hyderabad in May 2023. After the exhibition, she dispatched eight boxes of paintings through DTDC on May 29, 2023, after paying ₹20,000 as courier charges.

However, only seven boxes were delivered on June 12, 2023. On contacting the courier service, the complainant was assured that the missing box would be delivered within two days. Despite repeated follow-ups through emails and phone calls, the box was never delivered. The missing consignment allegedly contained two paintings valued at ₹20,000 each.

Aggrieved, the complainant issued a legal notice and approached the Consumer Commission alleging deficiency in service and unfair trade practice, seeking compensation for loss and mental agony. The opposite parties failed to appear or file a written version, and the matter proceeded ex parte.

Observations and Decision:

Relying on documentary evidence including consignment records and delivery details, the Commission found that only seven out of eight boxes were delivered, and held that non-delivery of the remaining box amounted to deficiency in service.

On valuation, the Commission observed that the complainant failed to produce documentary proof of the value of the paintings and therefore declined to award the claimed amount. However, it emphasized that a consumer cannot be expected to take additional precautions such as insurance unless specifically required by the service provider and is entitled to rely on the courier for safe delivery.

Accordingly, the Commission partly allowed the complaint and directed the opposite parties to jointly and severally pay ₹50,000 as compensation for mental agony, hardship, and inconvenience, and ₹5,000 as costs, along with 9% interest per annum from the date of filing till realization, payable within 45 days.

Case Title: Pratheeksha Subin v. J. Anjaneyulu (Channel Partner, DTDC Express Ltd.) & Anr.

Case No.: CC 571/24

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