Bangkok: "Supamas" has ordered measures to close loopholes in unfair shipping contracts following numerous incidences of damaged and lost packages during transport. The Minister attached to the Prime Minister's Office, Ms. Suphamas Isarabhakdi, who oversees the Office of the Consumer Protection Board (OCPB), emphasized the urgency of addressing these issues to protect consumer rights.
According to Thai News Agency, Ms. Suphamas has instructed the OCPB to utilize consumer protection laws to investigate and assist those affected by unfair practices in the parcel delivery sector. The move comes in alignment with Prime Minister Anutin Charnvirakul's policy prioritizing consumer rights protection in the era of online commerce. The OCPB has been inundated with complaints about broken, damaged, or lost goods, and instances where delivery companies have denied liability or offered inadequate compensation.
Ms. Suphamas pointed out that the rise in online shopping has led to an increase in parcel delivery services, which has also seen a surge in disputes over service standards and product guarantees. She stressed the importance of consumer awareness regarding legal rights, citing the Civil and Commercial Code, Section 616 and Section 625, which hold transportation companies accountable for lost or damaged parcels and invalidate low compensation limits unless agreed upon by the sender.
The Minister highlighted the potential for unfair contract clauses, especially when companies misuse liability caps to evade responsibility due to employee negligence. She affirmed that the Consumer Protection Board, under the Consumer Protection Act B.E. 2522 (1979), possesses the authority to prosecute on behalf of consumers to prevent exploitation by large companies.
In the years 2025 and 2026, the CPB received a total of 424 complaints against transportation companies, primarily related to lost goods. The CPB plans to work with the Consumer Organizations Council to address the issues comprehensively. Ms. Suphamas reiterated the board's commitment to preventing transportation companies from using liability limitation clauses to shift the burden onto consumers.
The public is encouraged to protect their rights by recording videos while packing and opening packages, which can serve as evidence in disputes with shipping companies. Complaints can be filed through various channels including the OCPB hotline, the OCPB Connect application, the official website, or the local Damrongtham Center.