Serious chronic patient without vital medication

A family member who has a serious chronic condition and is working overseas had to extend his stay by a month. I sent a parcel which contained medication and medical apparatus to him by DHL.

DHL specified what documentation was required and I comp**** in full. On handing over the package, the representative went through the parcel and documentation.

The package is now being held up at customs at the destination requesting ministerial approval. These items are solely for his personal use – this is supported by the documentation provided, which includes doctor's letters, scripts and invoices from the pharmacy. DHL, who I appointed to do the shipping, have now said that I should appoint a local broker.

The shipment is urgently required by the recipient. DHL have forsaken their obligation by telling me to appoint a local broker which is clearly their responsibility to resolve any issues. This shipment is critical to the health and well-being of the recipient. DHL has not met their obligation and reneged on their responsibility. One would have expected DHL to clear the packages prior to sending them as all the documentation was given.