How to file and track a complaint
You do not need an account or a login to file a complaint. Here is what you need and how the review works.
Who can file a complaint?
The sender or the recipient of the shipment. You pick your role on the form, and the review is based on that role.
What you need
Shipment barcode
The tracking code on your receipt or notification message. Entering it pulls the shipment details into the form automatically.
The registered phone number
The number recorded for the sender or recipient when the shipment was accepted. It takes the place of signing in.
If the number you enter does not match the sender or recipient on file, the form will not accept the submission. Contact support so the shipment record can be checked.
Reason for the complaint
Pick at least one; you can select several at once. Delivery delay and response delay also ask for a time range.
- Delivery delay
- Response delay
- Missing delivery acknowledgment
- Missing recipient info
- Delivered to wrong person
- Delivered outside schedule
- Missing or damaged
- Billing issue
- Service quality
- Other
How the review proceeds
- 1
Submitted
The complaint is recorded and your tracking code is sent by SMS.
- 2
Awaiting info
If a document or clarification is needed, we will ask you for it.
- 3
Under review
A case officer reviews the complaint against the shipment history.
- 4
Resolved — approved
The complaint is upheld, and compensation is paid where it applies.
- 5
Resolved — rejected
The complaint is not upheld; the reason for the decision is recorded and shared with you.
- 6
Escalated to 195
If you are not satisfied, the case can be escalated to the CRA 195 portal.
What happens after you submit
You receive a tracking code immediately, and the same code is sent to you by SMS. To see the status, enter that code and your phone number on the “Track a complaint” page. To prevent bulk submissions, each user may file at most 5 complaints per 10 minutes.
If you are not satisfied with the outcome
You may escalate to the complaint portal of the Communications Regulatory Authority (195). Having your complaint tracking code on hand makes this easier.
195.cra.ir