BANGKOK, Thailand – Minister Attached to the Prime Minister’s Office Supamas Isarabhakdi has instructed the Office of the Consumer Protection Board (OCPB) to enforce consumer protection laws and address unfair contractual practices in the parcel delivery sector after a growing number of complaints about lost, damaged, and mishandled shipments. The Minister said the issue has affected consumers nationwide, as the rapid growth of e-commerce has significantly increased parcel deliveries. Authorities have received many complaints about damaged goods, lost packages, delayed deliveries, and cases where consumers were denied claims or compensated below the actual value of their losses.
The Minister emphasized that consumer protection is a priority under the government’s policy to safeguard consumer rights in the digital economy. She has instructed the OCPB to speed up investigations and assist affected consumers. Supamas also called for greater public awareness of consumer rights. Under Thailand’s Civil and Commercial Code, transport operators are liable for loss, damage, or delivery delays. She noted that compensation limits cannot automatically reduce payments below the actual value of losses unless explicitly agreed upon by the sender.
According to the OCPB, complaints against delivery service providers totaled 258 cases in 2025 and 166 in 2026, bringing the two-year total to 424, most of which involved lost parcels. The OCPB will continue working with consumer organizations to address public concerns and ensure fair treatment for consumers. The Minister reaffirmed that the agency is ready to take legal action on behalf of consumers when necessary to prevent unfair business practices. Authorities urged consumers to record unedited packing and unboxing videos as valid legal evidence when lodging reports via the OCPB’s 1166 hotline or the OCPB Connect application. (NNT)
