Courier Company Lost My Passport
What you need to know
Losing a passport in transit by a courier company is a serious matter — a passport is a government-issued document whose loss can have legal and financial consequences for you. Under the Consumer Protection Act 2019, a courier company providing a paid service is liable for deficiency in service if it loses your shipment. You are entitled to compensation for the actual loss caused, including re-issuance fees and any consequential damages. You can also file a complaint with the passport authority since a lost passport must be officially reported to prevent misuse.
Your rights
Right to compensation for deficiency in service under Consumer Protection Act 2019
Right to demand reimbursement of passport re-issuance fees and documented consequential losses
Right to file a complaint before the District Consumer Disputes Redressal Commission
Right to report the lost passport to the Passport Seva Kendra to block misuse
What you should do now
Action firstDocument everything immediately
- Save your courier booking receipt, tracking number, and all tracking history screenshots
- Note the exact date you shipped and the last known tracking status
- Get written confirmation from the courier that the item is lost
Report the lost passport officially
- File a police complaint (FIR or written complaint) about the lost passport at your local police station
- Report the loss on the Passport Seva portal and apply for a re-issue with the FIR copy
Send a legal notice to the courier company
- Send a written demand notice (email + registered post) claiming re-issuance cost, emergency travel expenses, and compensation
- Give them 15 days to respond before escalating
File a consumer complaint if no resolution
- File on the National Consumer Helpline portal (consumerhelpline.gov.in) or directly at your District Consumer Commission
- Claim passport re-issuance fee, travel loss, mental agony, and litigation costs
Acts applicable
Consumer Protection Act
centralSection 2(11) – Deficiency in Service
Passports Act
centralSection 12 – Reporting loss of passport
Indian Contract Act
centralSection 73 – Compensation for loss caused by breach