Court Upholds Consumer Rights in Lost Mobile Case
The Sindh High Court in Karachi has directed a private courier company to compensate a customer for the loss of his mobile phone during delivery. The order also includes payment of a financial penalty, reaffirming the legal responsibility of courier services to ensure the safety of items entrusted to them.
Justice Arshad Hussain Khan, heading a single-judge bench, dismissed the company’s appeal and upheld the ruling of the Consumer Court. The decision comes six years after the case was first filed, highlighting the challenges many consumers face in obtaining redress for lost or damaged goods in Pakistan.
Background of the Case
According to court documents, a customer named Muhammad Shahid had sent his mobile phone from Karachi to Lahore through a private courier company. However, the parcel went missing during transit. After repeated complaints, Shahid took the matter to the Consumer Court, which ruled in his favor.
The Consumer Court ordered the company to pay the full value of the lost mobile phone along with a fine of Rs. 45,000 for negligence and poor service. The courier company later challenged this decision in the Sindh High Court, seeking to overturn the compensation order.
High Court Rejects Courier Firm’s Appeal
In its judgment, the Sindh High Court rejected the company’s appeal, stating that businesses providing courier and delivery services have a legal duty of care toward their customers. The court emphasized that the loss of valuable items due to negligence must be compensated fairly.
The bench observed that holding companies accountable is essential to ensure consumer trust and service transparency in Pakistan’s growing logistics sector.
Broader Context
Pakistan’s courier industry has expanded rapidly in recent years, driven by the rise of e-commerce and online retail. However, consumer complaints regarding lost or damaged parcels remain common. According to the Competition Commission of Pakistan (CCP), hundreds of such grievances are filed annually, with many consumers facing delays in compensation.
The Sindh High Court’s latest ruling is being viewed as a significant step toward strengthening consumer protection laws and reinforcing accountability within the courier and logistics sector.
