"Supamas" has ordered the OCPB to use consumer protection laws to close loopholes in unfair delivery contracts after discovering widespread parcel damage and loss caused by delivery companies that shift the burden to consumers. She recommends photographing parcels before opening as evidence for legal action against companies.
On 30 May 2026, Ms. Supamas Isarapakdi, Minister attached to the Prime Minister's Office and overseer of the Office of the Consumer Protection Board (OCPB), revealed that problems from private parcel delivery services have caused widespread distress among the public. The OCPB has received numerous complaints about goods being broken, damaged, or lost in transit, as well as denial of responsibility or compensation lower than the actual value. Following the government's policy under Prime Minister Anutin Charnvirakul, which emphasizes protecting consumer rights in the online trade era, she has urgently ordered the OCPB to accelerate investigations and fully assist the victims.
"The continuous growth of online commerce (E-commerce) has pushed more people to use parcel delivery services. As the volume of shipments increases massively, disputes over service standards and product guarantees have also surged," Ms. Supamas said.
Ms. Supamas added that she has instructed the OCPB to rapidly raise legal awareness among the public to prevent them from falling victim to ignorance. According to the Civil and Commercial Code, Section 616, delivery companies are liable when parcels are lost, damaged, or delivered late. Section 625 also declares compensation limits, such as a maximum of 2,000 baht, null and void unless the sender explicitly agrees. Therefore, companies cannot automatically cite these caps to pay less than the actual damage.
"If damages result from employee negligence and the company still cites compensation caps to evade responsibility, this may constitute an unfair contract term, which the court will decide. Meanwhile, the OCPB has authority under the Consumer Protection Act B.E. 2522 (1979) to prosecute on behalf of consumers to prevent large companies from exploiting contractual advantages over the public," Ms. Supamas said.
Ms. Supamas revealed that in 2025, the OCPB received 258 complaints against delivery companies, and in 2026, 166 complaints, totaling 424 cases over two years. Most involved lost parcels during transit. The OCPB will coordinate with the Consumer Organizations Council as representatives of the public to comprehensively reflect the problems faced by consumers.
"I affirm that the OCPB will not allow delivery companies to use contractual liability limits to shift the burden to consumers and is ready to exercise its authority to sue on behalf of all consumers. I thank the Consumer Organizations Council for bringing the voices of the people to light," Ms. Supamas said.
She advised the public to protect their rights by recording unedited videos while packing and opening parcels every time to use as evidence. If problems arise and no agreement can be reached with the delivery company, consumers can complain via the OCPB hotline 1166, the OCPB Connect app, the website ocpb.go.th, or local Damrongtham centers, so authorities can enforce the law against operators.