What to do when damage/deficiency occurs?

What can you do when products transported by Tollpost Globe have been received and you discover that the packaging material and/or the products have been damaged or items are missing?

Deficiency – number of items

Recipient signs for number of items received

Damage discovered on receipt of goods

Recipient notifies damage via the driver’s hand terminal.

Recipient describes extent of damage in the delivery overview, for example ”1 engine with dent in cover”. The driver and the recipient must both sign the notification.

After having signed for receipt of goods, recipient discovers damage (hidden damage)

Recipient to immediately notify Tollpost Globe, tel: 09300, e-mail: 09300@tollpost.no

Recipient to contact sender for further handling of the case

Recipient to take care of packaging material and contents until responsibility/the case has been clarified

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Goods lost

Sender and recipient both have the right to consider as lost goods not placed at recipient’s disposal within 30 days after handing in of goods to transporter.

Compensation claims

The transport conditions regulating obligations and rights between Tollpost Globe and their customers are stated here (In norwegian, only). The acts regulating conditions between transporter and transport purchaser are the Road Transport Act and NSAB2000.

Where to send the compensation claim?

NATIONAL

Central Complaints Department (Sentral Reklamasjonsavdeling) is Tollpost Globe’s department of settlement concerning complaint cases, and consequently recipient of possible compensations claims. Other enquiries, as for example concerning consignments, should be addressed to the nearest regional customer centre.

The compensation claim must, in addition to a copy of the commercial invoice and delivery overview incl. notification of the damage and obligatory undersigning, contain the following information:

Consignment number and date of receipt of the consignment

Number of boxes/items damaged/lost and weight per item

Description of the damage

Whether or not repairs/renovation has been carried out

Concerning total damage; information about the locality of the goods

The amount of the loss in NOK, excl. VAT

As the responsibility of the transporter according to the Road Transport Act is limited, the goods should be insured during transport in case your company’s products are of such value that damage/loss may harm the company’s economic stability.

Enquiries concerning damage/loss compensations may be addressed through the following channels of communication:

Internet: www.tollpost.no, My Page/Enquiries

E-mail: erstatning@tollpost.no

Tel: (+47) 09300, choose 5 for switchboard, ask for Sentral Reklamasjonsavdeling (Central Complaints Department)

Letter: Tollpost Globe AS, att: Sentral Reklamasjonsavdeling, Box 6441 Etterstad, N-0605 Oslo, Norway

INTERNATIONAL

On receipt of damaged/deficient goods from abroad via DPD, the recipient should complain directly to sender who will handle the case directly with his local terminal.

In cases of damaged/deficient goods sent from Norway to international destination, the sender should address his complaint/compensation claim to Tollpost Globe.

Complaint/compensation claim concerning goods to/from abroad through another carrier should be addressed directly to the carrier in question.