Formal Complaint – Repeated Service Failures, Misrouting & Breach of Consumer Protection Act

I am lodging a formal complaint against Courier Guy for ongoing, repeated service failures and a complete lack of accountability.

Despite charging premium rates, the service provided is consistently substandard and unreliable.

Parcels are repeatedly misrouted to incorrect destinations — often to the opposite side of South Africa — resulting in delays, inconvenience, and additional time spent by me to resolve issues that are entirely within Courier Guy’s control.

When attempting to resolve these matters, I am met with internal blame-shifting between branches. This is unacceptable. My agreement is with Courier Guy as a company, and I expect accountability at a company level — not deflection between internal departments.

This is not an isolated issue. These failures occur approximately 4–5 times per month, indicating a serious and ongoing systemic problem.

In terms of the Consumer Protection Act 68 of 2008, specifically:

Section 54 (Right to quality service): Consumers are entitled to timely performance and completion of services, and to services performed in a manner and quality that persons are generally entitled to expect. Section 55 (Right to safe, good quality goods): This includes the proper handling and delivery of goods without unnecessary risk, damage, or misdirection.

Courier Guy’s repeated misrouting of parcels and failure to resolve issues efficiently appears to be in direct contravention of these provisions.

I therefore require the following:

A formal investigation into these recurring failures A written explanation for the repeated misrouting of parcels Immediate corrective measures to prevent further occurrences Clear accountability at a company level Appropriate remedial action in line with the Consumer Protection Act

Should this matter not be addressed urgently and effectively, I reserve my right to escalate it to the National Consumer Commission and pursue further action as provided for under the Act.

At this stage, I am seriously reconsidering continuing any business relationship with Courier Guy.