Dear DHL Management,
I would like to first inquire if it is indeed your company's policy to open officially sealed envelopes containing documents ONLY!
It is not the first time we used the DHL courier services especially in its Jebel Ali Branch in Dubai. This time, I was to send two (2) sets of documents. 1 to the Philippines and another set to the USA. The USA set contained 1 CGFNS/ICHP Photo Identification Form and an OFFICIALLY SEALED envelope coming from the Dubai Department of Health and Medical Services (DOHMS) verifying my Dubai license. Both these documents are required for my Visa Screen evaluation with CGFNS. These forms has to be officially sealed by DOHMS in order to be VALID. As it happened, your employee named KASI insisted that the officially sealed envelope be opened as it may contain cheques or cash. She insisted even if she was assured that the DOHMS envelope contained no such thing. My points of complaints are as follows:
1.DHL is a courier service. It should not and has no business prying into what is inside OFFICIALLY SEALED envelopes. As in this case, sealing the envelope is part of the instruction in order to make the license verification valid. What this KASI did was undermine the instructions which I paid Aed110 to DOHMS for.
2. If it is indeed your policy that no cheques or cash should be included in the items to be sent, then have the customer sign an attestation that there are NO CHEQUES/CASH enclosed in the items to be sent and that DHL will not be held liable for any loss cheques/cash not declared by the customer. DHL DOES NOT HAVE THE RIGHT TO OPEN OFFICIAL AND CONFIDENTIAL DOCUMENTS. Install an x-ray or whatever you need to look inside any suspicious package and if you do open the package, make sure that you have a written explanation to the addressee why you needed to open it.
Again, this is not the first time I sent official documents through DHL but this IS THE FIRST TIME I have encountered such a policy as opening sealed documents for the reason of an included cheque or cash. I spoke with supervisor named ABRAHAM over the phone asking him when such a policy took effect because I never encountered any problems before. He arrogantly told me that it has been 12years or more because he has been with the company that long. Why then have I not encountered any such problems regarding that so called policy in the 4years I have been using DHL services? Why not have the customer sign a waiver instead? I was also later told that this KASI IS NOT EVEN IN OPERATIONS BUT IN CUSTOMER SERVICE BUT THIS ABRAHAM STILL COVERED FOR HER ACTIONS! She undermined all efforts taken by me in order to obtain that license validation from DOHMS while adhering to the instructions from the CGFNS. Both KASI and a supervisor named ABRAHAM have been very rude and arrogant attitudes when we complained about this incident.
I am not at all pleased at how this incident turned out. The policy and attitude of your staff are not at all acceptable. I am praying that you look into this matter and contact me for a solution. From now until the time that this matter is settled, I will NOT USE DHL SERVICES, I will also email my partners, colleagues and friends re what happened and let them decide whether to still use your services or not.
Maria Lina Domingo
971508575873
0 comments