By damage to the goods we mean a change in the quality of the goods which reduces their value or prevents the goods from being used properly. Usually, we become aware of damage to goods in connection with their transport upon unloading and it is related to improper performance of transport by the carrier. Based on the provisions of the CMR Convention, the carrier is liable for damage to the goods from the moment of receipt until delivery.
Situations subject to complaints
A complaint is any event that bears the appearance, or may suggest the existence, of improper performance of a contract of carriage (order) by a subcontractor or principal. It is also any situation in the course of which additional costs are likely to be incurred by either of the parties.
Damage to goods
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Damage to goods
Delay in loading/delivery
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Delay in loading/delivery
Delay in loading/delivery is understood as untimely arrival of the driver at the loading place specified in the order, which may affect further execution of the order, in particular:
- a delay in the delivery date to the destination (exceeding the end date),
- a delay in the loading date (exceeding the start date).
Untimely loading/delivery can have serious consequences leading to:
- to loss of financial stability of the whole company ( financial penalties imposed),
- damage to the goods leading to their unsuitability for further use.
Goods not in conformity with the order
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Goods not in conformity with the order
All the terms and conditions of the cooperation between the customer and the carrier are described in the transport order. The order specifies the necessary information regarding the goods to be transported, such as:
- type of goods / method of packaging (pallet, bulk goods),
- dimensions of goods (height / width / length),
- weight and quantity of goods,
- method of loading goods onto the vehicle.
Any discrepancies with the specifications of the order must be immediately reported to the freight forwarder in order to clarify the circumstances.
Cancellation of order on the day of loading
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Cancellation of order on the day of loading
Sometimes, when entering into a transport contract, the carrier or the shipper is forced to cancel the accepted order. The cancellation may take place after the acceptance of the order, but before its execution, and sometimes at the moment when the carrier has arrived for loading. It should be recalled that the contract of carriage is of a bilateral, reciprocal and chargeable nature.
When a carrier cancels an order, it must expect to incur the burden of finding another carrier capable of performing the order. The cancelling carrier will be charged with the resulting freight difference.
A customer cancelling an order on the day of loading may be charged by the haulier for the driver’s journey to the place of loading.
What should I do in the event of a claim?
- The damage must be reported to the driver immediately.
- Recorded on the CMR or the WZ.
- Draw up a damage report.
- Report the damage to your Personal Freight Forwarder.
- Drawing up photo documentation of the reported damage (if applicable).
- Forwarding the complete set of documents with the official claim and any costs incurred to the freight forwarder. A purchase invoice is required as proof of the claims incurred.
- It is advisable to collect other evidence of the damage, e.g. CCTV, weight of the vehicle, statements of employees present at the incident, etc.
Report damage
When reporting a loss, please send us the completed claim form.
