GlossaryEN1 min readUpdated: Jun 16, 2026
Transport complaints procedure
When a consignment arrives damaged, short-delivered, or significantly delayed, the transport complaints procedure defines exactly what happens next.
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Source: https://www.iso.org/standard/71688.html
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Definition & Explanation
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.
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