Complaints

To ensure transparent, prompt, and effective management of any issues identified upon delivery, Med Consulting has introduced new material inspection and acceptance procedures.

Starting with upcoming shipments, all pallets will be sealed with customized Med Consulting tape, in addition to the standard stretch wrapping and protective top cover. This measure is intended to safeguard the integrity of the goods and prevent any potential tampering during transportation.

Compliance with the proper goods acceptance procedures is essential to protect your right to submit claims and to enable the initiation of any necessary investigations or claims against the carrier.

Immediate Inspection of Goods Upon Delivery

Upon delivery, a thorough visual inspection of each package or pallet received must be carried out, verifying:

the integrity of the pallet;
the presence of Med Consulting customized sealing tape;
any cuts, crushing, or other visible signs of damage;
consistency between the number of cartons received and the quantity indicated in the transport documents;
the integrity of labels and package identification markings.

In addition, the following photographs must be taken:

the pallet as received;
any visible anomalies or damage;
all labels applied to the shipment;
any damaged or missing goods.

Photographic documentation is essential for the management of claims and investigations with the carrier.

Specific Reservation: Mandatory in Case of Irregularities

In the event of visible damage, missing packages, or any anomalies identified at the time of delivery, it is mandatory to record a specific reservation on both the Delivery Note (DDT) and the Carrier’s Consignment Note (CMR/Air Waybill/Waybill, as applicable).

For Visible Damage

Use the following wording:

“Accepted with reservation due to evident damage to the package(s) delivered.”

For Missing Packages

Use the following wording:

“Accepted with reservation due to missing package(s).”

Please note that the generic wording “accepted with reservation” has no legal validity and does not allow claims to be filed against the carrier.

Likewise, the use of a stamp bearing only a generic reservation statement is not sufficient. The nature of the damage and/or any shortages identified at the time of delivery must be clearly and specifically described in the documentation.

Necessary Documentation for Filing a Claim

Claims for Damaged or Missing Goods

All claim documentation must be submitted within 5 days of delivery to:

reclami@medconsulting.it

The following documents and information must be provided:

Delivery Note (DDT) and Carrier’s Consignment Note (LDV) bearing a specific reservation;
the affected batch/lot number;
the quantity being disputed;
photographic evidence;
any additional documentation that may be requested to support the investigation.

Failure to provide complete documentation within the specified timeframe may prevent the claim from being processed and may affect the possibility of pursuing the matter with the carrier.

Product Quality Claims

For reports concerning product defects or quality-related issues, the following information and documentation must be submitted:

Delivery Note (DDT);
batch/lot number;
a detailed description of the issue identified;
the quantity affected;
photographs clearly showing the defect or anomaly;
any additional supporting documentation that may be required.

Providing complete and accurate information will facilitate the investigation process and enable a timely assessment and resolution of the claim.

Acknowledgement of Claim Submission

Once the required documentation has been received, the relevant department will send a formal acknowledgement confirming that the claim has been registered and is being processed.

Please read this communication carefully and promptly provide any additional information or documentation that may be requested. Timely responses will help expedite the review process and facilitate a faster resolution of the claim.

Why It Is Important to Follow These Procedures

A specific reservation is a legal right provided under Article 1688 of the Italian Civil Code and is a fundamental requirement for initiating claims against the carrier.

If a specific reservation is not properly recorded at the time of delivery, it may not be possible to:

pursue a claim against the carrier;
obtain reimbursement or compensation for damages or shortages;
proceed with a formal complaint or claim process.

For this reason, it is essential to inspect the goods immediately upon receipt and ensure that all required documentation is completed accurately. Adhering to these procedures enables the effective management of any discrepancies, damages, or shortages identified during delivery.

A Practical Support for Customers and Operators

The inspection and claims management procedures introduced by Med Consulting are designed to enhance the protection of goods during transportation and to ensure a more efficient handling of any issues that may arise.

By following these procedures, customers and operators can help facilitate a faster, more transparent, and more effective resolution process in the event of damage, shortages, or other delivery-related discrepancies.

For any questions, clarifications, or operational support, our team remains at your complete disposal.

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