for submission of IN Form to HQ

Simple CCI Guidelines & Checklist
READ LESS & LEARN MORE
Did You Know?
CCI means Claim, Compensation and Insurance Department
Version: HQ-CCI G&C_1Feb2012
Daily Cut-off Time (for East & West Malaysia)
for submission of IN Form to HQ-CCI Dept
① Any submission received before 3:00 pm will be treated as same working
day.
② Any submission received after 3:00pm will be treated as the next working
day.
③ Any submission received on Public Holiday, Sat or Sun will be treated as
received on the following Monday.
④ Any submission sent out to HQ - CCI on Selangor state Public Holiday will be
treated as received on the following day.
Did You Know?
Turn Around Time (TAT) exist.
Your claim cases submitted via IN Form will be verified by HQ-CCI Dept
within 24 hours upon receipt . (*Daily Cut-off Time applies)
Version: HQ-CCI G&C_1Feb2012
Simple Guidelines & Checklist
before Submitting a Claim
DAMAGE SHIPMENT
① Any shipment with minor damage can be repacked.
- Then proceed for delivery.
- NO claim submission required.
② For DAMAGE Shipment → CORRECT Action:- Delivery station to notify Origin station.
- Provide photos as evidence.
③ Origin station to inform our account holder(customer)
- If there is any claim request, then submit IN form
④ Claims can ONLY be submitted using IN entry through our Intranet
Did You Know?
IN Form means Investigation Notification (IN) Form.
It is used for submitting Claims for Damage & Lost shipment.
Just log into your Intranet and look out for CCI – Damage & Missing
<Click>
Investigation Notification Entry
Version: HQ-CCI G&C_1Feb2012
Simple Guidelines & Checklist
before Submitting a Claim
LOST SHIPMENT
① Trace the shipment for No show, No Inbound or Outbound, Short pieces or
No status
① Check through the relevant reports & system for tracing shipment
② Branch MUST Report LOST/DAMAGE shipment within 24 hours to HQ-CCI
Dept
Did You Know?
You can trace your shipment from these reports & system:
1. POD SYSTEM
4. SDN REPORT
2. PROBLEM SHIPMENT REPORT 5. HIOS – INBOUND & OUTBOUND
3. MISROUTED SHIPMENT REPORT
Version: HQ-CCI G&C_1Feb2012
Simple Guidelines to Follow
for Claim Submission via CCI Intranet
① Complete the IN form with accurate & clear information.
Failure to do so will lead to delay in processing the claim.
② RE-CHECK the information before you start to
< CLICK >
and send out
③ Incomplete or wrong information will be REJECTED and returned to sender
(branch) for re-submission.
④ Documentary evidence such as photographs, police report, explanation
letter etc can be sent by email to:
cci@gdexpress.com
or
CBP to HQ-CCI
*Use below format and indicate it on the back of your documents
Company Name or Consignor CN Number Type of Case IN Ref No
ABC Industries Sdn Bhd
10 digits
LOST
CCI 12/2443
eg: ABC IndustriesSdnBhd_9103666025_LOST_CCI12/2443
Version: HQ-CCI G&C_1Feb2012
Simple Guidelines in Waiving
Courier Charges for Service Failure
SERVICE FAILURE
① If a customer demands for waiver on the courier charges due to Service
Failure; send your request by email DIRECT to HQ-SQU Dept
② SQU will conduct its primary investigation and submit manual report to CCI
Dept
③ DO NOT submit any IN Form to HQ-CCI Dept directly. It is NOT Required.
④ CCI will verify the waiver amount and inform customer directly.
⑤ The case will be redirected to Billing Dept to issue Credit Note / cheque for
payment.
Did You Know?
The common types of Service Failure are:
1. Delay delivery
3. Misrouted
2. Undelivered shipment
4. Crisscross.
Version: HQ-CCI G&C_1Feb2012
Submission of IN Form to HQ-CCI Dept
Investigation Notification Form (IN)
❶ Sender (Contact No) – eg. AliBabafone Sdn Bhd, Purchasing
Dept, Ms. Cathy. Tel : 03-80001118 ext 3388
❷ Received (Contact No.) – eg. Ah Seng Enterprise
Only 1 General Line available Tel: 03-88110000
❸ Type of Cases
Choose 1 from drop down Menu
- Lost
- Damage
- Missing Content
- Short Pieces
❹Other Cases
Not Required < Leave Blank >
Version: HQ-CCI G&C_1Feb2012
Submission of IN Form to HQ-CCI Dept
Shipment Details
❺ Type of Shipment
Choose 1 from Drop Down Menu
- Document / Parcel
❻ Type of Customer
Choose 1 from Drop Down Menu
- Account (means the customer maintains Account with GDEX
and the customer will be billed on a monthly basis)
- Cash (means One Time Shipper. Customer does not have an
account with GDEX)
❼ Account
Customer Account Number (for our Active Shipper) (7 digits)
❽ Type of Product
- Non ELC (No insurance coverage on parcel)
- ELC (With Insurance coverage on parcel)
- Security Handling (Special Handling – Goods are shipped with
security cage or with bags secured with locks.
❾ Shipper Name
Shipper Name
❿ Complaint Date < yyyy-mm-dd>
Click Calendar Box to select
⓫Consignment Note No
10 digits
⓬ Pickup Date < yyyy-mm-dd>
refer to consignment Note & Click Calendar Box to select
⓭ Origin Branch Choose from Drop Down Menu &
Click Origin Branch eg. PUC for Puchong Branch
⓮ Receiving Branch choose from Drop Down Menu &
Click Receiving Branch
⓯ Consignee Name
⓰ Delivery Date < yyyy-mm-dd>
Refer to consignment Note & click Calendar Box to select
Version: HQ-CCI G&C_1Feb2012
Submission of IN Form to HQ-CCI Dept
Brief of Case
For HQ-CCI to complete
⓱Brief of Case . Complete brief case of lost/damage/missing content/short of pieces.
As a guide, keep it Short
& Simple
Version: HQ-CCI G&C_1Feb2012
Submission of IN Form to HQ-CCI Dept
Courier Details & Attachments
⓲Pickup/Delivery/Linehaul ID
Type the staff ID.
The system will auto complete with staff ID & name
⓳ Tick the appropriate boxes of the documents under
attachment which you will send (CBP) to HQ-CCI Dept.
Version: HQ-CCI G&C_1Feb2012
Submission of IN Form to HQ-CCI Dept
Attachments
⓴ You may use this as a Reference Guide
Version: HQ-CCI G&C_1Feb2012