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Last reviewed: 2026-09-17

Complaints and Questions

Pakistan Post Complaint Guide: How to Resolve Delayed & Lost Mail

If a registered letter, Urgent Mail Service (UMS) parcel or item from abroad is late, damaged or not delivered, you can make a complaint to Pakistan Post. This guide explains what to prepare, how to complain and how to keep your personal details safe.

When Should You Make a Complaint?

First, check whether the delay is normal or a real problem. A complaint makes sense when:

No Updates for Too Long

A tracked item has shown no new scans for several working days longer than expected for its distance.

Marked Delivered but Not Received

Tracking says ’Delivered’, but nobody at the address, such as family, reception or a guard, has received it.

Damaged or Opened

The packing, string or seals arrived torn, crushed or opened, and something may be missing or damaged.

COD Money Not Received

A UMS cash on delivery item was delivered, but the sender has not received the money after a reasonable time.

Preliminary Verification Before Escalating

Before you complain, do these quick checks. They can save you time:

  • Check ep.gov.pk: Enter the full barcode on the Track & Trace website and check whether it says ’Notice Issued’ or ’Assigned to Beat’.
  • Check for a delivery notice slip: If nobody was home, the postman may leave a paper notice. If so, the item is usually waiting at your local post office.
  • Allow for holidays: Post offices do not deliver on Sundays and public holidays, so tracking can pause for a day or two.
  • Ask where you booked: If the item was booked recently, ask the post office where you booked whether its record has been sent to the tracking system.

Documents and Details to Have Ready

To find your item, postal staff need your booking details. Have these ready:

1. Original Booking Slip or ReceiptThe printed receipt with the booking date, post office name, service (UMS, registered or EMS) and full barcode.
2. Tracking NumberThe exact tracking number, so staff can look up your item.
3. Sender and Receiver DetailsFull names, addresses, phone numbers and postcodes of the sender and receiver.
4. Description of ContentsA short description of what was inside (documents, clothes, goods) and the value you declared when booking.

How to Make Your Complaint

You can complain to Pakistan Post by email or in person:

Channel 1: Customer Care Email

Compose an email to customercare@pakpost.gov.pk. In the subject line, write your tracking number, where you sent it from and where it was going. Attach a clear photo of your booking receipt and describe the problem briefly.

Channel 2: GPO Complaint Cell or Counter

Visit the customer care or Public Relations counter at your nearest General Post Office (GPO). Take a photocopy of your booking receipt and fill in the complaint form. Staff will check your receipt against their records.

Channel 3: Letter to the Senior Postmaster

For valuable items or legal papers, write a letter to the Senior Postmaster of the GPO where you booked. Include the tracking number and copies of your booking receipt.

Keep your details private:

Do not post photos of your booking slip, your full tracking number, your CNIC number, phone number or home address on social media or public forums. Scammers read public comments and pretend to be courier staff to ask for fake fees. Never share bank passwords or card codes (OTPs) with anyone who contacts you about a postal complaint.

Explore Related Support Resources

Helpline DirectoryCall UAN 111-111-117 from a landline, or 051-111-111-117 from a mobile.Tracking Not UpdatingWhy tracking can pause, and what to do.How to Track Pakistan PostSimple steps to check where your item is.Contact DirectoryPost office guides and website notes.