The District Consumer Disputes Redressal Commission, Bhopal Bench-2, has ruled in favor of Ravi Srivastava, ordering courier companies DTDC Express Limited and Federal Express Transportation and Supply Chain Services (India) Pvt. Ltd. to pay a compensation of Rs 21,000 for failing to deliver a Diwali parcel sent to Spain in 2019. The compensation is intended to cover financial, emotional, and litigation-related losses.
The case was filed by Ravi Srivastava, a former Principal Chief Conservator of Forests (PCCF) and Head of Forest Force (HoFF), residing in Bhopal. Srivastava had sent a 4 kg parcel from DTDC’s Bhopal office containing homemade sweets and non-perishable food items to his son, who was pursuing an MBA in Spain. Despite the parcel's value of Rs 4,000 and the fact that it was sent during Diwali, the parcel never reached its destination.
After repeated follow-ups with the courier companies, Srivastava discovered that the parcel was returned due to Spain's restriction on food items, which had not been disclosed during the booking process. The DTDC employees themselves had packed the parcel when it was dispatched.
The Commission, led by Chairperson Giribala Singh and member Preeti Mudgal, found both DTDC and FedEx guilty of deficiency in service and unfair trade practices. The Commission held that the companies failed to inform the customer about Spain’s shipping restrictions, despite being aware of them.
The compensation breakdown includes Rs 7,750 towards the parcel cost and its contents (Rs 6,400 for courier charges and Rs 1,350 for goods), along with Rs 10,000 for physical, mental, and economic loss, and Rs 5,000 for litigation expenses. The Commission also stated that if the amount is not paid within two months from the date of the order (15 May 2025), a 9% annual interest will apply on the total compensation.
DTDC argued that the customs regulations in Spain restricted food items, and that the issue was beyond their control. However, the Commission found that the courier company failed to conduct proper due diligence and communication during the booking process, which resulted in negligence.
This ruling serves as a reminder to logistics companies to ensure full transparency and care while handling international shipments, especially during significant occasions like festivals.