Formal Complaint – Repeated Failed Delivery Attempts Due to Driver Negligence

Dear RAM Customer Care,

I am writing to formally lodge a complaint regarding the repeated failed delivery attempts of my parcel, which was scheduled for delivery on Monday and again on 10 December. The handling of this delivery has been highly unacceptable and has caused significant inconvenience.

On the morning of the initial delivery date (Monday), I received a notification indicating that my parcel was out for delivery. However, at 09:30, I received a WhatsApp message stating that the delivery was unsuccessful due to an “incorrect address.” At no point did the driver attempt to contact me, despite having my contact details. After following the prompts on WhatsApp, I corrected the address and added a special instruction clearly stating that the driver must call me when at the gate. I then rescheduled delivery for the 10th.

To ensure there was no misunderstanding, I contacted the RAM call centre. I was advised that the driver claimed to have had no signal to contact me, yet the agent confirmed that the address I submitted via WhatsApp was indeed correct.

This morning, the 10th, I again received a notification that my parcel was out for delivery. At 09:30, I received yet another notice of an unsuccessful delivery, again citing an “incorrect address on the waybill.” As with the first attempt, no one contacted me to indicate that the driver had arrived or was attempting delivery. When I phoned the call centre, I was told that delivery was attempted but that I was “not contactable.”

This is simply not true.

I reside in a complex, in the back block. We do not have a security guard on duty who can notify residents when a courier arrives. The only way I would know that a driver is outside is if they call me, which your drivers have repeatedly failed to do. For two consecutive attempts, the delivery has failed not because of an incorrect address, but due to a lack of communication from the driver.

I request the following:

Immediate investigation into why your drivers are repeatedly marking deliveries as failed without making any call attempts.

Correction of the waybill address to ensure this excuse is not used again.

A confirmed, successful delivery, with a driver who follows the instruction to call on arrival.

Feedback on the steps RAM will take to prevent this from occurring again in the future.

This ongoing inconvenience, combined with the lack of accountability from your delivery team, is unacceptable. I expect urgent attention to this matter.