State Consumer Commission: DHL To Pay Compensation For Lost iPhone

State Consumer Commission: DHL To Pay Compensation For Lost iPhone

This article on ‘State Consumer Commission: DHL To Pay Compensation For Lost iPhone’ was written by Anukriti Prakash, an intern at Legal Upanishad.


In the current world, courier services have become an essential part of our lives, it helps to deliver valuable items. However, there are several instances when the courier services fail to deliver the items safely, which results in a loss for the customers. One such incident occurred recently when DHL lost a customer’s iPhone. The customer filed a complaint with the State Consumer Commission, which found DHL responsible for the lost item. The commission directed DHL to pay compensation to the customer for the loss they incurred.

This case shows the importance of courier services taking adequate precautions to ensure the safely deliver of items. It also underlines the importance of customers understanding their rights and taking proper action when those rights are infringed. The case serves as a reminder to all courier services to be more careful and responsible while handling valuable items. With the aid of this case, the article will offer you an improved understanding of consumer rights.


A man bought Rs. 45,000 expensive iPhone and wanted to transfer it to a friend in Seychelles. He reached DHL to get the package delivered and paid Rs. 3,915 in shipping expenses. Despite DHL’s guarantee that the package would arrive at its destination within 10 days, it never arrived.

The man contacted DHL, who confirmed that the item had been lost in transit and offered $100 in compensation along with the shipping expenses. However, DHL refused to agree with him, leading him to file a consumer complaint with the Additional Mumbai Suburban District Consumer Disputes Redressal Commission under Section 17 of the Consumer Protection Act, 1986.

The commission conducted an investigation and determined that DHL was careless in handling the package. The commission determined that DHL had failed to take proper measures to ensure the item’s safe delivery. The commission also stated that the customer had paid a substantial price for the courier services and that DHL had a responsibility to ensure the safe delivery of the property.


DHL argued that the phone was only worth Rs. 9,000, while the person who brought it indicated it was worth Rs. 45,000. But he didn’t have any evidence to back up his assertion. In fact, when he shipped the phone, he stated its worth to be Rs. 9,000. As a result, the Commission determined that the man could only claim Rs. 9,000. The Commission also stated that even though the man did not have insurance, DHL nonetheless had to reimburse him for the phone’s listed price. DHL was at blame for not completing their job properly because the phone was never delivered to its destination.


  1. Consumer Protection Act, 2019: The Consumer Protection Act is the primary legislation governing consumer rights and protection in India. It provides for the establishment of Consumer Commissions at the national, state, and district levels to adjudicate consumer disputes. Consumers have the right to seek compensation for any deficiency in services, including fraudulent practices by courier companies.
  2. Information Technology Act, 2000: The IT Act deals with electronic commerce and online transactions. It covers issues related to data protection, digital signatures, and electronic records. Consumers are protected from cyber fraud and online scams under this act.
  3. Sale of Goods Act, 1930: This act lays down rules relating to the sale and supply of goods. Consumers have the right to receive goods as described, and they can seek legal remedies if they receive counterfeit products or items not matching the description.
  4. Legal Metrology Act, 2009: The Legal Metrology Act regulates the standards of weights and measures used in trade and commerce. Consumers are protected against unfair trade practices related to measurements and packaging.
  5. Consumer Protection (E-Commerce) Rules, 2020: These rules were introduced to regulate e-commerce entities, including courier services that operate in an online marketplace. The rules provide guidelines for transparency, disclosure, and consumer grievance redressal.
  6. Guidelines on E-commerce and Consumer Protection, 2019: Issued by the Ministry of Consumer Affairs, Food, and Public Distribution, these guidelines aim to protect consumers’ interests while dealing with e-commerce platforms and courier services.


The Maharashtra State Consumer Commission, chaired by President Justice S.P. Tavade and Judicial Member A.Z. Khwaja, denied an appeal filed by DHL Express I Pvt. Ltd. (DHL) and found it guilty of deficiency in service. The State Commission confirmed the District Commission’s decision and granted the Complainant Rs. 25,000 in compensation for the loss of the iPhone and mental anguish, with an interest rate of 9% per annum, charges of Rs. 8,000 and an extra cost of Rs. 3,000.


  1. Keep Records: Maintain records of all communications, transactions, and receipts with the courier service, as these may be necessary if a dispute arises.
  2. File a Complaint: Register a complaint with the courier service’s customer support and demand a resolution. Document the complaint number and details for future reference.
  3. Approach Consumer Forums: If the courier service does not resolve the issue, the consumer can file a complaint with the appropriate Consumer Disputes Redressal Commission as per their jurisdiction and claim compensation for any losses suffered due to the fraud.
  4. Report to Authorities: Consumers can report fraudulent courier services to relevant authorities, such as the Ministry of Consumer Affairs or state consumer helpline numbers.
  5. Seek Legal Advice: If the fraud causes significant financial harm or the courier service refuses to cooperate, consumers may consider seeking legal advice to explore their options for legal recourse.


DHL was held liable for the service failure since the phone never arrived at its destination. This instance emphasizes the significance of purchasing insurance and correctly disclosing the worth of things while using courier services. It also underlines courier services’ responsibilities to guarantee that consignments arrive securely and on time.


  1.  Sachika Vij, Deficiency Of Service: State Consumer Commission Directs DHL To Pay Compensation For Lost iPhone, LiveLaw, 15 July 2023, available at: (Last visited: 22 July 2023).
  2. R. Nithya, “Consumer Protection in India: Needs and methods”, Vakil search, 11 March 2023,  Available at: (Last visited: 22 July 2023).