# Transport complaints procedure

*Last updated: 2026-06-16*

> When a consignment arrives damaged, short-delivered, or significantly delayed, the transport complaints procedure defines exactly what happens next.

When a consignment arrives damaged, short-delivered, or significantly delayed, the transport complaints procedure defines exactly what happens next. It sets out how carriers and freight forwarders must receive, register, investigate, and close a claim – from initial damage assessment and liability review through to settlement or rejection. Filing deadlines and processing timeframes are governed by the applicable transport law convention: CMR for road freight, the Montreal Convention for air cargo, or the Hague-Visby Rules for sea freight, among others. A well-defined procedure reduces litigation risk for both parties and generates structured data for ongoing service improvement.

**Source:** [https://www.iso.org/standard/71688.html](https://www.iso.org/standard/71688.html)

## Quick Facts

| Property | Value |
|---|---|
| Term | Transport complaints procedure |
| Language | EN |
| Word count | 96 |
| Last updated | 2026-06-16 |
| Source | https://www.iso.org/standard/71688.html |

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*Logistics Glossary — Freight Academy: [https://www.freight-academy.com/en/glossary/transport-complaints-procedure](https://www.freight-academy.com/en/glossary/transport-complaints-procedure)*

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